Consilium Software Expands AI Portfolio for Webex Contact Center
USA, CANADA, SINGAPORE – September 30, 2025 — Consilium Software, an AI-powered customer engagement platform, today announced major advancements to its Webex Contact Center portfolio with new solutions for quality management, voice automation, and visual engagement. These innovations—UniQM™, UniASR™ and UniTTS™, and UniVCX CoBrowse™—are now available on the Webex App Hub, empowering organizations to elevate customer experience, boost agent productivity, and ensure enterprise-grade security and compliance.
“At Consilium, we are committed to helping organizations transform every customer interaction through AI-powered innovation. With these new solutions, we’re enabling contact centers to automate quality management, deliver smarter voice services, and create richer, more personal digital experiences so agents and customers can connect, resolve, and succeed faster than ever,” said Pramod Ratwani, CEO of Consilium Software.
Reimagining Quality Management with UniQM™
Consilium introduces UniQM™, its next-generation AI-powered quality management platform designed to transform how contact centers evaluate, coach, and optimize agent performance. UniQM™ automates quality assurance with real-time insights and compliance monitoring, streamlining manual processes and enhancing agent productivity.
Highlights:
- AI-driven scoring for 100% of calls, analyzing sentiment, compliance, and performance
- Automated, searchable transcripts and AI-generated summaries for audits and QA
- Unified dashboards combining voice, transcript, and screen capture data
- Real-time script compliance and visual speech analytics
- Custom scorecards tailored to business KPIs
UniQM™ delivers faster coaching, improved compliance, and end-to-end automation, helping organizations scale quality management across all channels.
Advancing Voice Automation with UniASR™ and UniTTS™
Consilium’s enhanced UniASR™ (Automatic Speech Recognition) and UniTTS™ (Text-to-Speech) solutions bring advanced voice automation and accessibility to Webex Contact Center. Built on deep AI expertise, these tools enable lifelike, multilingual voice interactions for agents and customers.
Highlights:
- Real-time transcription in 40+ languages; natural TTS in 30+ languages
- AI-powered live transcription, summaries, and searchable conversation records
- Robust performance across accents and noisy environments
- 24/7 intelligent voice bots for routine scheduling, payments, and inquiries
- Fast intent detection for efficient routing and automation
With UniASR™ and UniTTS™, organizations can automate routine tasks, support global customers, and gain actionable voice insights—all while ensuring compliance.
Enhancing Digital Engagement with UniVCX CoBrowse™
Consilium’s UniVCX CoBrowse™ delivers secure, real-time visual collaboration in Webex Contact Center, enabling agents to guide customers through complex digital journeys with ease. Designed for privacy and compliance, CoBrowse™ accelerates resolution and builds trust.
Highlights:
- Live, secure co-browsing with no downloads required
- Automatic masking of sensitive data for privacy and compliance
- Multi-device support for seamless experiences across desktop, mobile, and tablet
- One-click session initiation via chat, email, or voice
- Visual engagement analytics for optimizing journeys and agent performance
UniVCX CoBrowse™ empowers organizations to resolve issues faster, boost conversions, and provide personalized customer support—all with built-in features to help customers be compliantfor HIPAA, GDPR, and PCI.
UniQM™, UniASR™, UniTTS™, and UniVCX CoBrowse™ are available now on the Webex App Hub.
About Consilium Software:
Founded in 2007 in Singapore, Consilium Software and the Uni™ digital customer engagement platform have helped over 2,000 organizations in more than 120 countries connect employees with customers. Their cloud-based and on-premises software powers over 5 billion interactions annually across voice, video, and digital channels. Consilium solutions go beyond omnichannel by seamlessly blending contact center and CRM workflows into a unified experience powered by AI, bots, and Robotic Process Automation (RPA). The company’s commitment to security and quality is demonstrated by certifications including SOC 2 Type 2, ISO/IEC 27001, ISO 9001.
