Consilium Unveils AI for Contact Centers with Next-Gen Real-Time Monitoring and Coaching Solutions with Webex by Cisco
Singapore, Canada & USA, 24 June 2025 — Consilium Software, a global leader in customer engagement solutions, is proud to announce the launch of its enhanced UniRSM™ AI Pro, now available on the Webex App Hub. Designed to transform contact center performance, UniRSM™ AI Pro goes beyond traditional remote silent monitoring and whisper coaching, offering advanced capabilities that empower both supervisors and agents to optimize their workflows and improve customer interactions in real-time.
With UniRSM™ AI Pro, Consilium continues to push the boundaries of AI-driven contact center optimization.
What’s New in UniRSM™ AI Pro:
- BIB & SIPREC Monitoring: This flexibility empowers end-customers to adopt a Bring Your Own SIP (BYOSIP) approach, enhancing adaptability and cost-efficiency.
- Real-Time Dashboard: Instant access to key business insights and performance metrics.
- Silent Monitoring: Seamless monitoring of internal and external devices for quality control.
- Role-Based User Management: Secure access controls with role-specific permissions.
- API Integration with IVR: Fetches customer metadata from IVR systems for better efficiency.
- API-Based Scorecard Download: Easy integration with warehouse systems for streamlined data management.
- Comprehensive Reporting: Detailed reports (e.g., Supervisor Login, Call Monitor) for data-driven decisions.
“We are excited to introduce the enhanced UniRSM™ AI Pro, a solution that redefines how businesses manage and optimize their contact centers, said Pramod Ratwani, CEO of Consilium. By combining real-time insights with AI-driven coaching and monitoring, we empower supervisors and agents to work smarter, ensuring outstanding customer experience and continuous performance improvement. At Consilium, we are committed to helping our partners achieve success through innovation.
Consilium UniRSM™ is now available on the Webex App Hub.
About Consilium Software:
Founded in 2007 in Singapore, Consilium Software and our Uni digital customer engagement platform have helped over 2,000 companies in more than 120 countries connect their employees with customers. Our choice of cloud-based and on-premise software powers 5 billion-plus interactions each year, simplifying the management of voice, video and digital channels. Our solutions go beyond omni-channel to merge the contact center and CRM, creating fluid experiences with artificial intelligence (AI), bots and Robotic Process Automation (RPA). Consilium has earned the GDPR certification issued by BQSR , conforming to the requirements of the EU General Data Protection Regulation. Security and quality are intrinsic to our products and services, with our SOC 2 Type 2, ISO/IEC 27001 and ISO 9001 certifications for information security management and quality management systems, respectively.
