Consilium Software

http://www.consiliuminc.com

A Global CX Vendor Focused on Value and Innovation Consilium Software conceives, develops and delivers enterprise software for unified communications (UC) and contact centers. Our software adds CRM integration, service automation and insight to Cisco solution and leading UC vendors. Consilium’s UniCloud™, UniAgent™, UniCampaign™, UniInsight, UniVCX™, UniRSM™ and UniChAI™ products enable customers and partners to provision, manage, monitor, integrate, automate and report on their contact center technology. Our omni-channel solutions for customer digital experience management are used by more than 1,000 companies, banks, service providers and governments in six continents, and are compatible with Cisco, Genesys, Amazon Web Services, Salesforce, Oracle and Microsoft among others.

Consilium’s Uni™ products for Cisco were launched in 2008, achieved Cisco Compatible certification in 2010, and have been available for sale via Cisco SolutionsPlus since 2017. Consilium integrates with Cisco products like Cisco Unified Contact Center Express (UCCX), Cisco Unified Contact Center Enterprise (UCCE), Cisco Packaged Contact Center Enterprise (PCCE), Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC) and Cisco IM & Presence (IM&P.) Cisco SolutionsPlus allows Cisco sales teams and channel partners to order Consilium’s Cisco Compatible software products directly from Cisco. This means that Consilium’s products can be quoted, sold, and fulfilled just like any other Cisco product. The value for Cisco and their partners is that it gives them high-quality, well-integrated and complete “applications solutions” to complete their contact center (CC) and UC portfolio. The added benefit is streamlined order fulfillment, allowing the full bill of materials to be purchased directly through Cisco from a standardized global price list (GPL.) Consilium has an advanced Cisco contact center professional services practice having held the Cisco Advanced Collaboration Architecture and Authorized Technology Partner for Contact Center Enterprise (ATP-UCCE) specializations continuously since 2008.

As a member of the AWS Partner Network (APN), Consilium is focused on technical proficiencies and customer success in rapidly building and launching Amazon Connect, which is a self-service, cloud-based contact center solution. Consilium has created a niche for itself as a specialist contact center solution provider by offering a platform comprising of nextgeneration AI and chatbot technology. As a technology partner of Genesys, Consilium products interoperate with the Genesys cloud and on-premse portfolio. Consilium also has UniContact™ as a complete contact center solution designed and built for smart city emergency response customer care services.

Consilium Solution Highlights

  • Proven with Cisco UCCX/CCE (Finesse APIs) and Salesforce – largest installed base of any Cisco-Salesforce connector globally in terms of geographical coverage
  • Validated by Cisco SolutionsPlus, Cisco’s OEM lite program for technology partners handpicked by the Cisco Contact Centre Business Unit (CCBU) for strategic sales growth
  • Consilium UniAgent™, is certified as Cisco Compatible after independent testing – customers have the assurance of products that are thoroughly tested with Cisco solutions to help ensure integration, reliability and interoperability
  • Salesforce ISV and AppExchange Partner Status for UniAgent™, – Salesforce security compliant
  • Consilium’s Uni™ suite of products are OEM’d by two of Cisco’s largest partners globally
  • Cisco Authorized Technology Partner (ATP) for Cisco contact centre solutions since 2008
  • Cisco Developer Network (CDN) partner since 2009
  • Cisco Preferred Solution Partner
  • Cisco Professional Services (PSSA) Partner for Advanced Services
  • Cisco Early Field Trial (EFT) Partner for Collaboration

Products

UniAgent™

Category: CRM CTI Connector

Description: A product of Consilium Innovation Technology Lab (CITL). It offers CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCSCC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365, Oracle Service Cloud & Siebel, BMC Remedy, Sugar CRM, ServiceNow, SAP C4C, Fresh Desk and more to deliver intuitive, contextual and experience-driven customer service across voice and digital channels like chat, email and social media.

UniAgent™ Mobile (UA™ Mobile) provides a mobile phone-based solution for Work-from-Home (WFH) agents, and can also be used from tablets or PC’s, all without the need for installing anything or requiring VPN.

Use Cases: Customers who wants their agents to handle multiple interactions routed through various media channels and can priorities those interactions based on business rules. Contact Centers who are looking for Screenpop up and click-to-call capabilities integrated with CRM’s to enhance their Agent productivity resulting in high return on investment (ROI).

UniCampaign™

Category: List and Campaign Management Solution

Description: UniCampaign™complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. It has native integration with CRMs like Salesforce and Microsoft Dynamics to drive seamless import and export of calling data.

Use Cases: Customers looking to use SMS and Email channels as part of their outbound reach strategy. Customers looking to use third party CRM’s to upload list into their Outbound campaigns.

UniInsight™

Category: Reporting and Analytics solution

Description: UniInsight™ simplified custom historical and real-time reporting with an intuitive business intelligence and analytics tool which can combine data from Cisco and non-Cisco data sources to enable a 360° Insight into contact center performance and driving better and timely decisions.

Use Cases: Contact Centers looking to report entire journey of the call from pre-IVR to the IVR, self-service, routing, agent-assisted service, and after-call-surveys often described as cradle-to-grave reporting. Supervisors looking to build custom reports and real-time dashboards for analyzing and tracking key business metrics in real-time.

UniCloud™

Category: On-premise and Cloud Provisioning, Self-Care and Assurance platform

Description: UniCloud™ is an intuitive provisioning platform that allows enterprises to deploy and manage their unified communications (UC) and contact center (CC) services by automating repetitive and routine tasks in a single-pane-ofglass. With its auto-provisioning, quick provisioning and bulk provisioning tools, UniCloud™ is instrumental in reducing the time to provision single or multi-cluster Cisco collaboration environments.

Use Cases: Enterprises and Service providers looking to manage and automate the delivery of Cisco-based Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) offerings. Companies looking for end-to-end cycles for onboarding and offboarding their employees as an when they are created, deleted, or modified in the Active directory.

UniRSM™

Category: Remote Silent Monitoring and Coaching Solution

Description: UniRSM™ is remote silent monitoring and coaching solution as a migration option for the endof-sale Cisco Remote Silent Monitoring (RSM) product, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access. Apart from an IVR dial-in method, UniRSM™ also has a mobile and desktop-based WebViewer version which supports web-based monitoring and coaching.

Use Cases: Contact Centers looking for On-premise remote silent monitoring and coaching options where supervisor can dial into the IVR remotely and allows him to monitor based on agent ID, or they can select a specific skill / PQ or an agent team. Supervisors looking to monitor agents based on built-in-bridge (BiB) or non- BiB methods using trunk-side monitoring where SIPREC is used for duplication of media at the Cisco CUBE, such as when using Jabber over MRA.)

UniVCX™

Category: On-premise Video Collaboration and CoBrowsing solution

Description: Consilium UniVCX™ is a replacement option for the end-ofsale Cisco Remote Expert Mobile (REM) product. UniVCX enables customers to integrate real-time voice and video communications with Expert Assist interactive collaboration experiences such as co-browsing, annotation, and file sharing directly into customerfacing iOS/Android applications and websites.

Use Cases: e-KYC (Electronic Know Your Customer) In era of Digital banking, customers do not need to come to bank anymore to open their account. They can do it anywhere, anytime using Video and Remote assistance. Remote Kiosk Stores place video endpoints for customers easy to access to your service center by click-to-call. e-Claim Customers want to upload claims/bills to insurance, just video call to customer care, take photos of documents, and then upload to customer care while taking Remote expert assistant of Customer care Agents.

UniContact™

Category: Emergency Smart City CC Solution

Description: Consilium's UniContact™ solution provides Citizens emergency services to dial in numbers like 112 for reaching different departments such as Police, Ambulance or Fire 24*7. UniContact™ is all in one omnichannel (voice, email, video, mobility) integrated solution with additional modules like Al (Artificial lntelligence), Virtual chatbots, WebRTC video.

Use Cases: Smart cities looking to provide emergency dial-in services to their Citizens. Smart Cities looking to offer AI and virtual chatbots to automate citizen queries and delivering connected digital experience across e-governance platforms.

UniChAI™

Category: Chat Bot and Virtual AI solution

Description: UniChAI™ is designed to deliver a personalized customer experience across any application, device, or channel, with an advanced bot and virtual agent to recognize customer intentions. UniChAI™ is more than a chatbot – it keeps interactions intuitive and repeatable, using consistent features and helping enterprises to answer and resolve a high percentage of their routine customer inquiries without any human intervention, resulting in increased productivity and efficiency.

Use Cases: Contact centers looking to provide personalized experiences to caller using intelligent conversational chatbots. Companies looking to provide 24 hours a day, 7 days a week customer services to their clients without any human intervention as chatbots can deliver self-service to clients round the clock, by filling in those hours when contact center is not staffed.

 

Consilium UniSuite™ Cisco Compatibility
Products UCCE UCCX PCCE CUCM HCS
UniAgent™ ✓  ✓  ✓  ✓  ✓ 
UniCampaign™ ✓  ✓  ✓  N/A ✓ 
UniInsight™ ✓  ✓  ✓  ✓  ✓ 
UniCloud™ ✓  ✓  ✓  ✓  ✓ 
UniRSM™ ✓  ✓  ✓  ✓  ✓ 
UniVCX™ ✓  ✓  ✓  N/A ✓ 
UniChAI™ ✓  ✓  ✓  N/A ✓ 

 

CRMs Supported: Salesforce Classic, Salesforce Lightning, Microsoft Dynamics CRM (4.0, 2011, 2013, 2015, 2016), Microsoft Dynamics 365, BMC Remedy, BMC Remedyforce, Oracle Siebel, Service Now, Sugar CRM, SAP, BMC Innovation Suite, BMC Smart IT as connected digital engagement solution, IBM WebSphere, etc.

About Consilium

Founded in 2007 in Singapore with subsidiaries and branch offices in India, Malaysia (Kuala Lumpur), Canada (Toronto), Taiwan (Taipei City), Thailand (Bangkok), and Australia (Melbourne), 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 center 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.

Contact Us

For more information on products contact us at [email protected]

https://www.consiliuminc.com

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UCStrategies Staff
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The new UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both cloud and...
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UCStrategies Staff
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Consilium Software today announced that it has reached a new resale agreement with Cisco Systems, Inc. under which Consilium’s Uni™ product suite will be available for...
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