Consilium Software Announces AI-Powered Solution for Enhanced Speech Analytics and Quality Monitoring in Contact Centers with Webex by Cisco
Singapore, Canada & USA, 26 May 2025 — Consilium Software, a global leader in customer engagement solutions, today unveiled UniQM™, an AI-driven solution crafted to transform Speech Analytics and Quality Monitoring for contact centers. UniQM™ delivers cutting-edge capabilities to help businesses enhance the quality of their customer interactions and drive operational excellence. UniQM™ is now available on the Webex App Hub.
UniQM™ is a next-generation, AI-powered quality management system that seamlessly integrates with leading contact center platforms. Featuring an intuitive, redesigned user interface (UI) and robust monitoring capabilities, it empowers businesses to effortlessly capture, analyze, and optimize every customer interaction. Powered by AI, Consilium UniQM™ offers real-time analytics and actionable insights, transforming common challenges into growth opportunities, while improving efficiency, ensuring compliance, and putting the customer experience front and center.
Why Speech Analytics with UniQM™?
- Keyword Tracking: Identify key phrases for compliance and quality.
- Sentiment Analysis: Understand customer emotions and align with your brand.
- Emotional Tone Detection: Detect emotional cues for proactive support.
- Real-Time Insights: Instant feedback for improved performance.
- Data-Driven Coaching: Automated insights for targeted agent coaching.
- Customizable Monitoring: Tailored analytics to your specific needs.
“UniQM™ is setting a new benchmark for quality monitoring and speech analytics in contact centers,” said Pramod Ratwani, CEO of Consilium Software. “By harnessing the power of AI, we are helping businesses drive higher performance, greater responsiveness, and more customer-centric outcomes. Our solution provides real-time insights and equips agents with the tools they need to continuously improve, delivering exceptional customer experiences at every touchpoint.”
Consilium UniQM™ is now available on the Webex App Hub offering organizations a seamless and scalable solution for enhancing contact center operations.
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,[A(1] 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.
