Consilium UniAgent 7.0 to Drive Connected Digital Customer Experiences Across CRMs and CTI Platforms

Consilium Software, a world-leading provider of enterprise software for Unified Communications and contact centres announced the general availability of its new seventh generation CRM connector product, UniAgent 7.0. The new release is designed to help organizations deliver intuitive, contextual and experience-driven customer service across voice and digital channels.

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“The innovations UniAgent 7.0 brings to market enables companies of all sizes and across industries to make every contact centre experience engaging and personalized, powered by simplified customer identification and anticipating customer needs, and these can be external or internal customers, such as in employee helpdesks,” said Pramod Ratwani, Founder and CEO of Consilium Software. “The result is an intelligent single-screen interface that merges the contact centre platform functionality with the CRM user interface and helps agents work more naturally, and respond better and faster.”

UniAgent comes into action right at the moment of reckoning, when the contact centre agent is notified of the new interaction and begins the customer conversation, whether it’s a video call, incoming or outgoing voice, web chat or even an in-person real-time interaction. Consilium clients have long benefited from the company’s ability to provide integrations between multiple systems and UI’s, while presenting the agent with the instant, relevant information they need to service the customer. Behind the scenes, there is advanced software engineering in the latest CRM integration frameworks, combined with workflows that leverage assisted intelligence and augmented intelligence based on customer journey data, to create connected digital experiences. This is the first step in operationalizing AI by unlocking the power of CTI data combined with a company’s CRM data.

Consilium’s hybrid connector for Salesforce allows the same agent to use Salesforce Lightning Experience while still supporting Salesforce Classic on the same system, providing much-needed flexibility for the changeover period. With most Microsoft Dynamics 365 CRM customers transitioning from the web client to the Unified Interface within the next 12 months, the new UniAgent is based on the Channel Integration Framework (CIF), which offers a lot more flexibility for supporting multiple channels of customer engagement (especially video and non-voice), and is independent of browsers and operating systems. UniAgent CRM connectors for Oracle Service Cloud and a multi-CRM Oracle Siebel connector for enterprises with two or more Siebel CRMs, common with telco mergers, are now available and benefit from Consilium’s Gold partner status in the Oracle Partner Network. With ServiceNow, UniAgent integrates ServiceNow Connect Chat into Cisco Unified Contact Center, adding routing, queuing and reporting. While Consilium is not new to Avaya, Genesys and Amazon Connect, these platforms are also supported in UniAgent 7.0 with more CRMs being added for clients to take advantage of Consilium’s advances in reliability, performance, and functionality.

About Consilium Software

Founded in 2007 in Singapore, Consilium Software and our Uni™ digital customer engagement platform have helped over 1,000 companies in more than 110 countries connect their employees with customers. Our choice of cloud-based and on-premise software powers 3 billion-plus interactions each year, simplifying the management of voice, video and digital channels. Our solutions go beyond omni-channel to merge the contact centre and CRM, creating fluid experiences with artificial intelligence (AI), bots and Robotic Process Automation (RPA). Consilium is led by practitioners who have differentiated customer experiences through every major cycle of evolution for 32 continuous years. We integrate experiences not just channels.

For more information, please visit: https://www.consiliuminc.com