Book a Demo

Press Release

Consilium Announces UniAgent 5.5 with Cisco Omnichannel and Salesforce Lightning Experience

  • 2017-07-21 16:46:03.267
  • Singapore, India and Canada

Singapore, India and Canada, 21 July 2017:  Consilium Software Inc., a Cisco Preferred Solution Partner and a member of the Cisco SolutionsPlus program, today announced the general availability of UniAgent™ 5.5 CRM connectors for Cisco contact centers. This release builds on Cisco’s Connected Digital Experience (CDX) goal for the Customer Care solutions portfolio, enabling enterprises to deliver contextual, continuous, and capability-rich journeys for their customers.


The latest release focuses on contact centres transforming for the digitization age, where digital experience enhancement is key to driving optimized customer experience. Consumers are connecting to customer care increasingly via digital assets, such as web browsers, smart phones, and business messaging, in addition to voice. UniAgent™ as a connector combines Cisco contact center and CRM solutions for a positive, start-to-finish care journey for consumers and businesses.  Omni-channel federation support in UniAgent™ provides a desktop with email, chat, social media and voice, leveraging the Salesforce Lightning Experience.  The result is an intuitive, intelligent single-desktop interface that helps agents work more naturally, and respond better and faster.


With context and history across all channels, agents are better-equipped to with the information gained throughout the customer journey. Voice logger integration, outbound call management and single sign-on access control management are integral to UniAgent™, helping organizations to be connected themselves.  With UniAgent™ 5.5 for Salesforce’s new integration to Cisco Spark, the Spark business messaging and team collaboration app can be used from within the Salesforce agent desktop.  Users can have a seamless voice and chat experience, with Cisco Spark aiding collaboration between agents and back-office knowledge workers.


"We have been complementing and augmenting Cisco's advanced technology products to create complete solutions for 10 years, and this new release delivering on Cisco’s Connected Digital Experience promise provides further confirmation of our industry leadership," commented Pramod Ratwani, Founder and CEO Consilium Software Inc. "It’s amazing how UniAgent™ can help to bring together the Internet of Things, mobile devices, web self-service, interactive voice response, and CRM solutions, with the outcome that the agent has the information needed to deliver relevant, differentiated service.”


About Consilium Software

Consilium conceives, develops and delivers enterprise software for unified communications (UC) and contact centers to power transformative Customer Experience Management (CEM.)  Our software adds CRM integration, service automation and insight to leading UC vendors.  Consilium UniCloud™, UniAgent™, UniCampaign™ and UniDashboard™ products enhance the performance and productivity levels of enterprise customers and service providers.  Our solutions are used by more than 500 companies, banks, Telco’s, and governments in 70 countries across six continents.  Consilium Software was founded in Singapore, with software development and engineering labs in India, and subsidiaries and branch offices in Malaysia (Kuala Lumpur), Taiwan (Taipei City), the Philippines (Manila), Indonesia (Jakarta), Thailand (Bangkok), Australia (Melbourne) and Canada (Toronto.)


About Cisco® SolutionsPlus

Cisco SolutionsPlus delivers a one-stop ordering experience for approved third-party products and applications.  It is a reselling program that places a select set of "Cisco Compatible" products on the Cisco Systems price list, enabling customers to order these non-Cisco products from Cisco sales teams and channel partners.  Cisco SolutionsPlus vendors are part of the Solution Partner Program and provide all service and support.  The key benefits are the ease of ordering, an established Cisco SolutionsPlus partner-coordinated support process, and that the products are thoroughly tested with Cisco solutions to help ensure integration, reliability and interoperability.