Orchestrating Intelligent Routing & Real-Time Omnichannel Engagement
Consilium UniConnect+ is an enterprise-grade Engagement Engine that synthesizes multi-modal communication into a high-velocity Intelligence Hub. By converging disparate digital touchpoints—from real-time Web Chat and Social Messaging to asynchronous Email and SMS—into a single, high-persistence interface, it eliminates fragmented workflows.
Through intelligent workload balancing, UniConnect+ bridges the barrier between synchronous and latent interactions, ensuring every query is autonomously routed to the optimal agent. This creates a unified, context-aware environment that slashes cognitive load for teams while maximizing Return on Engagement (ROE) across the entire customer lifecycle.
Improve your revenue and Customer engagement to the next level with UniCampaign’s AI-driven, omnichannel capabilities, helping you optimize engagement, improve campaign performance, ensure compliance and Effortlessly scale outbound operations to support large number of campaigns with thousands of agents.
Single-interface "Agent Desktop" for email and chat and Social Channels.
Skill-based task distribution and concurrency management.
Sticky sessions for returning customer-agent matching.
Automated RONA states, holiday routing, and acknowledgments.
Redis-backed Z-Sets for millisecond task precision.
Department-specific task offering to eligible agent pools.
Dynamic workload tracking to prevent agent burnout.
Automatic grouping of replies into single conversations.
Target-specific task offers based on department assignments.
High-visibility agent status tracking (Available/Break/Offline).
Business Benefits
- Improved Efficiency: Reduces the “Average Handle Time” (AHT) by providing agents with the full context of past interactions.
- Higher CSAT: Customers enjoy a seamless experience where they don’t have to repeat their issues to multiple agents.
- Scalability: The architecture is designed to handle thousands of concurrent interactions across global regions.
- Operational Oversight: Detailed analytics and reporting allow businesses to identify bottlenecks and optimize staffing levels.
