UniAgent by Consilium Software — Technical Release Announcement: Enhanced Architecture, Scalability, and Integrated Customer Journey Orchestration

USA, Canada, Singapore, 10 December 2025 — Consilium Software today released the latest version of UniAgent, engineered with significant architectural and platform-level enhancements to support high-throughput inbound customer interactions. The upgrade focuses on multi-tenant scalability, resilience, real-time orchestration of voice + CRM + AI-bot workflows, and low-latency escalation mechanisms for cobrowse and video collaboration.

This release expands UniAgent’s capabilities as a modular, API-driven customer engagement platform optimized for enterprise deployment patterns across cloud, hybrid, and on-premises environments.

Architectural & Platform Enhancements

1. Reinforced Multi-Tenant and Distributed Architecture

• Improved service isolation across tenants using enhanced container-orchestrated microservices.
• Horizontal scaling for session handling, media services, CRM connectors, and event processing pipelines.
• Optimized message bus throughput for real-time events, improving reliability under heavy concurrency.
• Enhanced failover logic for geo-redundant deployments and automated cluster healing.

2. Unified Inbound Workflow: Voice + CRM Data Fusion

• Low-latency retrieval of CRM context via asynchronous prefetch pipelines.
• Normalized schema across CRM systems enables deterministic routing, agent screen pops, and data persistence.
• Configurable data adapters enabling modular integration with Salesforce, Microsoft Dynamics, ServiceNow, and proprietary CRMs.

3. Real-Time Escalation Framework (Cobrowse + Video)

• WebRTC enhancements reduce jitter and improve connection reliability for video escalation.
• Stateless cobrowse sessions with data masking, audit trails, and granular permissioning for compliance-heavy environments.
• Integration with voice/chat sessions through a shared interaction context layer.

4. AI-Bot Workflow Integration with Context Preservation

• Unified orchestration layer enabling smooth handoff between bot and human agent while retaining the CRM and conversation state.
• Support for modular bot frameworks using REST, GraphQL, or event-based triggers.
• Intelligent triage capabilities to reduce agent load on repetitive or low-complexity intents.

5. Supervisory, Observability & Ops Tooling

• Real-time monitoring endpoints exposing metrics for voice, chat, video, and bot interactions.
• Expanded supervisor toolkit: silent monitoring, whisper, barge-in, and live KPI dashboards.
• Enhanced distributed tracing, system logs, and audit logging for root-cause analysis and compliance.

Engineering Investment Outcomes

High-Volume Performance Improvements

• Reduced interaction setup times across voice and CRM integration layers.
• Higher throughput in peak load conditions for agent desktop, telephony events, and media services.

Resilience & Deployment Flexibility

• Cloud-native containerization supports Kubernetes and VM-based deployments.
• Improved rolling update strategies minimize downtime for large multi-site environments.
• Full support for on-premises deployments in regulated sectors requiring data residency and controlled infrastructure.

Security, Compliance & Standards Alignment

• Platform validated against enterprise-grade security and privacy frameworks:
  • GDPR, ISO/IEC 27001, ISO 9001, SOC 2 Type II
• Strengthened encryption, session management, and identity integration (SAML/OAuth2).
• Automated compliance logging to support audit and governance requirements.

About Consilium Software

Founded in 2007 and headquartered in Singapore, Consilium Software and its Uni™ digital customer engagement platform have helped over 2,000 organizations across 120+ countries connect employees and customers through voice, video, and digital channels. The company powers billions of interactions annually and combines contact center and CRM workflows into unified, AI-driven experiences that elevate customer engagement. Consilium holds leading certifications, including SOC 2 Type 2, ISO/IEC 27001, ISO 9001, and full GDPR compliance.