Omnichannel and Personalized Customer Experience (CX)
Consilium UniAgent™ a universal CRM connector to simplify CTI with Salesforce, Microsoft Dynamics, ServiceNow, Oracle Service Cloud, Siebel, BMC Remedy, Sugar CRM, SAP C4C, and 20+ CRMs. UniAgent™ is designed to deliver a personalized, contextual, and omnichannel customer experience (CX) across voice and digital channels.
Release 9.0 of UniAgent™ also has a set of supervisor tools including an advanced Silent Monitoring and Whisper Coaching module for supervisors to monitor and coach contact center agents in real-time as well as real-time reporting for the supervisor’s teams and for the contact center as a whole.
UniAgent™ provides contact center agents with an intelligent single-screen interface that merges Genesys Cloud and Cisco CCE, PCCE, CCX, and HCS-CC contact center platform functionality into the CRM user interface. Consilium UniAgent™ Mobile (UA™ Mobile) is the ideal mobile-based extension of UniAgent™ for Work-from-Home (WFH) agents. It offers inbound and outbound voice functionality in a responsive UI that can run equally well across mobile phones, tablets, and desktops without the need for installing anything or requiring VPN.
UniContext™ provides a customer service agent has access to a customer’s previous interactions with your business across a variety of channels, from traditional channels such as past phone calls, chat and emails, to more emerging channels via API’s.
Elevate your contact center, drive better business results and meet customers’ growing expectations by engaging with your customers across channels (Voice, Email, Chat, and Social) and enhancing the First Call Resolution (FCR).
UniAgent™ supported channel:
- Web Chat
- Social Media (Facebook, Twitter, and LinkedIn)
- Voice (Inbound and Outbound)