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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 a blended experience to your customer service workforce by allowing agents to interchange dynamically between inbound and outbound calls from a single unified screen. Thus, ensuring maximum utilization of resources.

Pre-packaged Integration

Offers pre-packaged integration between CRM and the Cisco Unified Contact Centre (UCC) solutions for easy installation and corresponding upgrades to Cisco Unified Contact Centre or CRM.

Screen Pop

Know your customer in advance and improve First Call resolution. Screen pop, allows contact center agents to access customer profiles as soon as an agent connects with the customer. The result is higher efficiency and more effective customer support interactions.

Click-to-dial

Click on any phone record and automatically dial using your softphone or handset. Thus, improve your efficiency by making calls with a single click from CRM. 

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™ supported channel:

  • Email 

  • Web Chat

  • Social Media (Facebook, Twitter, and LinkedIn)

Features

  • Single Sign-on
  • Omnichannel Federation (voice, email, chat, and Social Media)
  • Voice Logger integration
  • Salesforce Lightning Experience (LEX)
  • Blended Call management
  • Creating seamless Omni-channel experience by enabling Task Routing
  • Connected and contextual experience using Cisco Social Miner
  • Displays agents’ real-time presence

Consilium UniAgent™ Supported CRMs:

Videos

Compatiblity

Salesforce

Cisco

Cisco

Salesforce

Why Choose Consilium UniAgent™ CRM-CTI connector

Single interface for handling all communication channels and deliver personalized experience to customers

Provide key insights on agents performance for greater operational efficency

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