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UniAgent™ CRM-CTI connector

CRM CTI Connectors for Cisco® Contact Centers

Deliver unique and personalized customer experience across all touchpoints and drive customer engagement

Enterprises are proactively working towards enhancing their Customer Experience strategy to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle. The end goal is to optimize interactions from the customer's perspective and, as a result, foster customer loyalty. As customer care evolves to multiple channels like web chat, SMS, and social media —there’s a need to offer a seamless and consistent experience to customers across all the channels.

Consilium customer experience management solution - UniAgent™ offers you the right environment to efficiently manage each interaction and seamlessly deliver Omni-channel experience to your customers. UniAgent™ lets you select the right channel at the right time, applying all relevant information and context to deliver a unique and personalized experience across the customer’s entire journey.

In production for last 8 years, Consilium UniAgent™ provides productized CRM integrations to Cisco® contact center solutions for more than 15 CRMs, such as Salesforce, Microsoft Dynamics, Oracle Siebel, BMC Remedy, SAP, Pivotal, CA Service Desk Manager and more.

Blended Experience

UniAgent™ delivers ablended experience to your customer service workforce allowing agents to interchange dynamically between inbound and outbound calls. Thus maximizing productivity.

Pre-packaged Integration

Offers pre-packaged integration between CRM and the Cisco Unified Contact Center solutions for fast, easy installation, and corresponding upgrades to Cisco Unified Contact Center and Salesforce

Screen Pop

Know your customer in advance and improve First Call resolution.

Click-to-dial

Click on any phone record and automatically dial using your softphone or handset

Omnichannel Experience

Makes your customer service center more informative and proactive by efficiently engaging with your customers on every channel and enhancing the First Call resolution.

UniAgent™ channel support:

  • Email 
  • Chat
  • Social Media

Features

  • Single Sign-on
  • Omnichannel support (voice, email, chat, and Social Media)
  • Voice Logger integration – Calabrio
  • Salesforce Lightening Experience
  • Outbound campaign management
  • Admin client to have Supervisor desktop features
    • Barge-in
    • Force logout agents
    • Agent status
    • Personal or broadcast message
    • Roles creation
    • Dashboard
  • Displays agents’ real-time presence

Consilium UniAgent™ Supported CRMs:

Videos

Compatiblity

Salesforce

Cisco

Cisco

Salesforce

Why Choose Consilium UniAgent™ CRM-CTI connector

Unified interface for handling all customer interactions across channels and deliver personalized experience to consumers

Experienced team of 22+ years that address your business processes effectively

Successfully running at global enterprises with 500+ deployments

Datasheet

Check out how Consilium's UniAgent™ CRM-CTI connector helped to achieve better ROI on operations. Consilium UniAgent CRM-CTI connector for Salesforce Consilium UniAgent CRM-CTI connector for MS Dynamics