Consilium Launches Video Customer Experience Solution in its 12th Anniversary
Singapore, India and Canada, 08 August 2019: Consilium Software, a world-leading provider of enterprise software for unified communications (UC) and contact centers, today announced the launch of Consilium UniVCX™, a video customer experience product for Cisco contact centers, to coincide with the company’s 12th anniversary. The Singapore-owned firm which has a global presence with sites in over 110 countries unveiled UniVCX™ as the latest in its evolution as a software provider. Cisco resells Consilium’s software globally, and Consilium is an OEM software provider to some of the world’s largest telecommunications companies who use the software in their global managed cloud platforms.
Pramod Ratwani, Founder and CEO of Consilium Software, started the company in May 2007 in Singapore, establishing a subsidiary and innovation labs in India in July soon after, followed by setting up global operations in Canada, Taiwan, Malaysia, Canada, Australia, Thailand, the Philippines, and Indonesia. “To reach this milestone is very special indeed. The success of our software during these 12 years is a testament to the talent, knowledge, and foresight of the Consilium team, and our partners and customers who have helped to shape our products,” he said. “The release of UniVCX™ is significant and eagerly awaited by our clients across the globe. While Cisco has had video capability for years in phone devices and in all-in-one communication software like Cisco Jabber, UniVCX™ provides a way of integrating the video customer experience into the same contact center that is used for voice. Consumers are looking for easy ways to start collaboration from mobile apps and web entry points, and contact centers need the same routing and reporting for video as they have for voice and other channels.”
Consilium UniVCX™ is designed for Cisco Unified Contact Center environments to support video agents and expert assist features. It provides WebRTC-based rich media customer engagement between consumers on mobile and web applications and Cisco agents on any Cisco contact center platform. UniVCX™ uses contact center routing and integrates into Cisco, enabling organizations to build the heart of their omni-channel contact strategy by adding new digital channels into existing contact center deployments, as well as provides a migration path for existing Cisco Remote Expert Mobile (REM) customers. Earlier this year, Cisco made an end-of-sale and end-of-life announcement for the Cisco Remote Expert Mobile/Remote Expert Cobrowse products.
Consumers browsing a website on a desktop or mobile device often need more information about a product or service. With the power of UniVCX™, one click can get the consumer into a video call with a contact center agent, or get a chat started to navigate the site together and get visual help via co-browsing, exchanging messages, documents and images, as well as filling in complex forms together, and sharing any application.
UniVCX™ Expert Assist Features
Application and web screen sharing – entire screen or selected application (co-browsing)
Agent control of co-browsing (remote control)
Highlight and draw during screen sharing (annotation)
Send and receive files and images (document push)
Use camera / webcam to take and send photos for eKYC
Blur personal data fields / sections such as credit card numbers, passwords and Personally Identifiable Information (PII data masking to meet EU GDPR, Singapore PDPA, Australian Privacy Act, etc.)
About Consilium Software
Founded in 2007 in Singapore, Consilium Software and our Uni™ digital customer engagement platform have helped over 1,000 companies in more than 110 countries connect their employees with customers. Our choice of cloud-based and on-premise software powers 3 billion-plus interactions each year, simplifying the management of voice, video and digital channels. Our solutions go beyond omni-channel to merge the contact center and CRM, creating fluid experiences with artificial intelligence (AI), bots and Robotic Process Automation (RPA). Consilium is led by practitioners who have differentiated customer experiences through every major cycle of evolution for 32 continuous years. We integrate experiences not just channels.
For more information, please visit: https://www.consiliuminc.com