Real Time Customer Support for Cisco UCCX and UCCE
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.