Boost Agent Productivity with Consilium Smart CRM CTI Connectors
Consilium UniAgent is a connector between telephony/contact‑center platforms (voice + digital channels) and Customer Relationship Management (CRM) systems. It provides agents a unified interface combining interaction controls + customer data. Enable contact centers / helpdesks to be more efficient, more contextual, reduce switching between systems, improve customer experience through faster access to relevant data and smoother interaction handling.
Automation (screen‑pop, click‑to‑dial, consolidated interface) cuts down on time agents spend switching apps, searching for data.
Because agents have relevant customer context early, they can respond more accurately, avoid transfers.
Supervisors can monitor agents with features like silent monitoring, barge-in, and team messaging.
Blended interaction handling, remote agent capability, unified tools reduces idle time; agents can handle multiple channel types.
By combining CRM data + CTI data, organizations can better analyze customer journeys and possibly build assisted/augmented intelligence or workflows.
Pre‑built connectors reduce professional services time; less custom building.
Securely store call and chat transcripts within your CRM for easy retrieval and compliance.
The system integrates multiple digital channels, including email, chat, SMS and social media.
Works across many CRMs; supports cloud / SaaS; supports remote agents; supports multiple channel types. Good for both small setups and large, globally dispersed contact centers.
For regulated industries (banking, government, telecom), the security certifications and privacy compliance help reduce risk.
With Consilium UniAgent AI Pro, your business can:
Wide CRM compatibility — Not just a few systems; over 20 CRMs supported. Very useful for companies with heterogeneous systems.
Multiple marketplace listings — e.g. Zoho Marketplace, Genesys AppFoundry, Oracle Cloud Marketplace, Salesforce AppExchange. This gives credibility and ease of procurement.
Strong platform partnerships — ties with Cisco (SolutionsPlus), Genesys, Amazon Connect etc. This assures that integrations are solid and likely well tested.
UniAgent Social Messaging Platform Integration
Contact us to explore how UniAgent can enhance your customer service strategy and drive performance
