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UniVCX™ - Video Customer Experience

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.

Functionalities

Simplified Communications

The Consilium UniVCX™ provides the services of one to one audio/video call, chatting and conferencing between the customers and Cisco agents.

Co-browsing

Both the customers and the Cisco agents can co-browse simultaneously at their respective ends.

Transcript

It helps in saving the conversations between the customers and the agents, and either party can access it from the chat history.

Annotation

It helps the users to highlight something and draw during screen sharing.

Doc Sharing

Both the customers and the agents can share image, pdf or excel docs.

Masking

Customers have the advantage of hiding the important data like their personal and bank account details.

Features

  • Application and web screen sharing (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
  • In-call controls for both expert and customer to have the ability to mute, video, audio, or both.
  • Videos

    Why Choose Consilium UniVCX™ - Video Customer Experience

    Datasheet

    Check out how Consilium's UniVCX™ - Video Customer Experience helped to achieve better ROI on operations.