Enabling Omnichannel Interactions, CRM integration, & Real-time Supervision.
Consilium Unified Agent Desktop™ is a cloud-based, omnichannel solution designed to empower contact centers with a single interface for managing voice, chat, email, SMS, and messaging interactions. It provides agents, supervisors, and administrators with role-based access to tools for customer engagement, real-time monitoring, coaching, and reporting.
Handle every customer conversation from a single desktop.
Feature Definition: Enables agents to manage voice, chat, email, SMS, and digital messaging interactions seamlessly within one unified, cloud-based interface.
Design desktops that match every role and workflow.
Feature Definition: Provides a drag-and-drop, widget-based desktop designer allowing agents, supervisors, and administrators to personalize layouts based on operational needs.
Deliver real-time customer context with every interaction.
Feature Definition: Integrates with leading CRM platforms to provide screen pop, customer insights, and automatic logging of interactions and activities.
Maintain performance and compliance as it happens.
Feature Definition: Offers live dashboards for supervisors to monitor interactions, evaluate quality, coach agents, and ensure service level adherence in real time.
Maintain a comprehensive history of calls, chats, and missed interactions for better follow-ups.
Scale faster with a high-performance cloud architecture.
Feature Definition: Built on a cloud-native framework that ensures rapid deployment, high availability, and seamless scalability for multi-site and remote contact centers.
With Consilium Unified Agent Desktop, Your Business Can:
- Eliminate the “Swivel-Chair” Effect Unify voice, digital, and CRM into a single pane of glass. Eliminate app-switching to significantly reduce Average Handle Time.
- Turn Insight into Immediate Action Drive First Contact Resolution with automatic CRM screen pops. Give agents instant context to personalize every interaction.
- Coach for Excellence in Real-Time Ensure quality with live monitoring and whisper coaching. Guide agents in the moment without disrupting their workflow.
Unified Agent Desktop Social Messaging Platform Integration
Contact us to explore how UniAgent can enhance your customer service strategy and drive performance
