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UniHub™ for Amazon Connect


Consilium Software’s offer for Amazon Connect customers covers everything from Day-0 to Day-1 for initial setup, integration, enhancement and launch, as well as Day-2 support and a fully-managed service. The entire offer comes under the Consilium UniHub package of products and services designed for Amazon Connect. Customers can pick and choose what they require from the offer.


Planning & Preparation: Consilium Day 0 Offer

  • - Gather requirements, architect Amazon Connect instances, ensure security & compliance, prepare resources, and develop training materials.

Configuration & Activation: Consilium Day 1 Offer

  • - Provision Connect: Auto-create the instance based on the chosen architecture with Consilium UniHub
  • - Configure contact flows (IVR, routing, etc.) for smooth customer journeys

Beyond Activation: Consilium Day 1 Plus

  • - Consilium UniHub Channels: Voice routing and queuing, web callback, live chat, chatbots, email management, social messaging (WhatsApp, Viber, LINE), SMS, video calling, screen sharing, and co-browse.
  • - Consilium UniAgent Connectors: Integrate Connect with top-20 CRMs, helpdesk systems, back-end applications, mobile apps, and Microsoft Teams.
  • - Consilium UniCloud Provisioning: Manage users, queues, security profiles, routing, DID numbers, and contact flow mappings.
  • - Consilium Interactions & Insights: Browser/mobile-based agent console (UniAgent), voice & digital channel reporting (UniDashboard), and supervisor dashboard (UniSupervisor).
  • - Consilium UniCampaign Outbound LCM: Outbound list and campaign management with detailed reports for each campaign.
  • - Consilium UniQM & UniVox Recording & Speech Analytics: Voice & digital interaction recording, AI call summaries, sentiment analysis, and detailed reporting.
  • - Consilium QA, Data & Security: GDPR compliance assurance, ISO certifications for security and quality management, PCI compliance, and thorough testing & troubleshooting.

Support and Managed Services:

  • - 24x7 support with online ticketing, SLA, customer care hotline, fully-managed AWS infrastructure, training webinars, knowledge base, and dedicated customer success & account managers.


Planning and Preparation

Consilium UniHub Day-0 Offer

  • Gather Requirements
  • Define Connect Instance Architecture
  • Security and Compliance (for Amazon IAM roles and policies, and encryption options)
  • Prepare Resources (phone numbers, billing, user accounts, and access controls for client and Consilium teams)
  • Develop Training Materials (for training agents and supervisors on the new Connect platform)

Configuration and Activation

Consilium UniHub Day-1 Offer

  • Provision Connect Instance
  • Configure Contact Flows (call routing flows, IVR menus, and interaction pathways)

Channels: set up desired contact channels, including voice integrations with PSTN or SIP trunks, chat portals, and web messaging options

  • Voice queuing and routing
  • Web callback
  • Live chat and chatbot with UniChAI
  • Email management
  • Social messaging (WhatsApp, Viber, LINE and Telegram)
  • SMS
  • Video calling, ScreenShare and co-browse with Consilium UniVCX

Consilium UniAgent Connectors

Integrate Systems: Enhance Connect for integration with existing CRM, ticketing, or other data sources using Consilium’s pre-built connectors and AWS APIs

  • CRM connectors for top-20 CRMs and helpdesk systems with Consilium UniAgent
  • Contact center integrations to customer data sources and back-end systems (core banking, legacy systems, etc.)
  • Mobile app integration
  • Microsoft Teams integration

Consilium UniCloud Provisioning

  • Manage users, queues, security profiles, routing profiles, DID numbers, and contact flow mapping with DID numbers with Consilium UniCloud
  • Provide initial training on Connect's features and functionalities.

Consilium Interactions and Insights

  • Browser-based or mobile-based agent console (UniAgent Web or UniAgent Mobile)
  • Customer journey insights, historical and real-time reporting on voice and digital channels with Consilium UniDashboard
  • Supervisor dashboard with Consilium UniSupervisor

Recording and Quality Management

Consilium UniQM and UniVox Recording and Speech Analytics

  • Voice and digital interaction recording and search with Consilium UniQM
  • Post-call AI summary, customer and agent sentiment analysis and detailed reporting with UniVox

Testing and Quality Assurance

Consilium QA, Data and Security

  • Consilium GDPR compliance assurance conforming to the requirements of the EU General Data Protection Regulation
  • Consilium ISO/IEC 27001 certified process for information security management
  • Consilium ISO 9001 certified process for quality management systems
  • PCI compliance
  • Thoroughly test all functionalities, ensure proper routing, and address any configuration issues before launching the contact center


Consilium UniHub Day-2 Offer

  • 24x7 support with online ticketing system and SLA, and customer care hotline access from the US and internationally
  • AWS infrastructure as a fully-managed service
  • Training webinars
  • Knowledge base articles
  • Customer success manager
  • Account manager

Why Choose Consilium UniHub™ for Amazon Connect


Check out how Consilium's UniHub™ for Amazon Connect helped to achieve better ROI on operations.