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UniRSM™ Silent monitoring

A Remote Silent Monitoring and Whisper Coaching solution for Cisco UCCE & PCCE

 

Consilium Software, a Cisco® Preferred Solution Partner, has announced Consilium UniRSM™ as a migration option for the end-of-sale Cisco Remote Silent Monitoring (RSM) product.  Consilium UniRSM™ is now available on Cisco SolutionsPlus

Consilium UniRSM™ is designed for Cisco Unified Contact Center Enterprise (Unified CCE and Packaged CCE) environments to provide phone-based real-time monitoring and coaching functions for remote supervisors and managers, as well as organizations with outsourced contact centers.

Silent monitoring is commonly used by contact center supervisors to listen in on live conversations between an agent and a customer (the agent and customer do not hear the supervisor), and coaching or whisper coaching is used when a supervisor needs to assist an agent during a customer conversation (converse with the agent without the customer hearing, while the supervisor and agent can both hear the customer.)  With Consilium UniRSM™, silent monitoring and coaching can be done remotely, by dialing in from any phone in the world, without a network connection to the Cisco environment, providing an essential quality control and training tool to monitor agents’ performance and give them real-time feedback and help as they serve customers.

Remote Silent Monitoring

Silent Monitoring is one of the essential functions in a contact center environment providing the ability for supervisors or for other administrators to monitor customer care agents during customer interactions. The UniRSM™ application allows for real-time phone-based monitoring of agents in Cisco’s Unified Contact Center Enterprise (Unified CCE) and Packaged Contact Center Enterprise (PCCE) environments. 

 

Supervisor can perform silent monitoring by:

  • Agent ID
  • Skillgroup ID
  • Team ID

Whisper Coaching

Consilium UniRSM™ through Whisper Coaching offers Supervisor with the functionality to coach or guide agents remotely during an ongoing conversation with customer. 

Whisper Coaching allows the supervisor not only to listen to an ongoing interaction but also to talk to the agent during a live call, without the customer hearing the conversation. 

UniRSM Reports

UniRSM™ also offers reports to track supervisor login & logout, call monitoring, and caller detail to easily detect areas of improvement and identify best practices to enable continuous improvement across contact center.

Features

  • New architecture overcomes reliance on RTSP – no more audio streaming delays
  • Whisper Coaching feature – silently monitor or switch to coaching mode
  • Monitor multiple calls in the same login session – return to the main menu after each session
  • Monitor from the beginning of the call by selecting an agent even when not talking
  • Fully HA solution with failover across CCE interfaces, RSM application and database elements
  • Support for Cisco Visual Voice Browser (VVB) in addition to VXML gateways
  • Web-based reporting for all monitoring activity and administration portal for all system configs
  • Windows and Linux operating system support

Videos

Why Choose Consilium UniRSM™ Silent monitoring

Datasheet

Check out how Consilium's UniRSM™ Silent monitoring helped to achieve better ROI on operations.