Consilium UniAgent™ CRM integration solutions provides pre-packaged integration that delivers real-time connectivity with leading business applications, improves call management and enable full CTI functionality in CRM desktop including softphone controls, caller identification, screen population and offers Analytics for Agent Performance and other parameters
Consilium Software, the unified communications software company specializing in on-premise and cloud solutions for enterprises and contact centers, today announced the availability of the third generation of the Consilium UniAgent™ CRM connector. The new version of Consilium UniAgent™ was designed to improve contact center agent team productivity and reduce IT overhead. The UniAgent™ CRM connector is available as a plug-in which integrates the world’s top-ten CRM products with the top-three contact center solutions.
UniAgent™ leverages agents’ real-time status to make the presence of agents and supervisors available across teams, enabling faster access to the right resources across an organization and improving first call resolution. Agent and queue statistics available within UniAgent™ empower agents to make decisions to shorten queue wait times and compare their performance with others in their team. Customers can now choose to have centralized licensing control and centralized deployment, doing away with the need for IT to maintain workstation-based licenses. After the one-time license activation the application only requires access to the contact center solution and their on-premise or cloud CRM.
“With no additional hardware introduced, Consilium UniAgent™ is perhaps the only CRM connector which maintains the original reliability of your contact center solution,” said Aman Basra, vice president of solutions and co-founder at Consilium Software. “UniAgent’s client-based connector approach has passed rigorous testing giving clients the assurance of a robust certified integration given after validation under the Cisco Developer Network (CDN) and Salesforce AppExchange partner programs. The majority of our clients did not want to invest in server hardware to implement a CRM connector as it adds to the IT cost of ownership. With that in mind, Consilium adopts a green IT policy in designing our software, which eliminates the need for servers – our software is completely contained within the user PC.”
Consilium UniAgent™ 3.1 is available for Salesforce, Microsoft Dynamics, Oracle Siebel, BMC Remedy, Sugar CRM, Pivotal and CA UniCenter Service Desk, as well as for financial services software such as IBM WebSphere MQ and Oracle Flexcube, among others. The latest version sports a common user interface across multiple contact center platforms including Cisco, Genesys and Avaya. Consilium UniAgent™ now takes advantage of Salesforce.com’s Open CTI architecture, with the entire Salesforce-embedded softphone now controlled by Consilium in terms of code and user interface.
In production in customer networks since 2009, Consilium UniAgent was first developed in response to a requirement from Cisco Systems and now has scores of deployments across Asia, Europe and the Americas. Consilium’s founders coined the product name and vision for UniAgent™ in January 2008 while brainstorming in a one-room office in Singapore’s CBD.
About Consilium Software
Consilium Software develops unified communications (UC) software and solutions for enterprises and contact centers. Consilium Software offers a complete solutions platform for unified communications and collaboration with alliance products, Consilium technology powered services and Consilium’s proprietary Uni™ suite of products and applications. The Consilium UniCloud™ Service Automation Platform enables easy transition of unified communications and contact center applications to cloud-based delivery. Consilium Software continues to deliver the highest levels of customer satisfaction, ease of use and manageability while bringing down the overall total cost of ownership Consilium Software is headquartered in Singapore, with software development and engineering labs in India, and subsidiaries and branch offices in Malaysia (Kuala Lumpur), Taiwan (Taipei City), Thailand (Bangkok), Australia (Melbourne) and Canada (Toronto.)