Consilium Software Partners with Zoho to Enhance Customer Experience (CX) Solutions 

18 Sep 2023

Consilium’s UniAgent Contact Center CRM Connector Now Available for Purchase on Zoho Marketplace 

Singapore, Canada & India, 15 September, 2023 – Consilium Software, a global provider of AI-powered customer engagement solutions, today announced that its UniAgent™ CRM connector is now available on Zoho Marketplace for front-end integration with multiple contact center platforms, including Cisco, Genesys and Amazon Connect. An online business application store with ready-to-use extensions, Zoho Marketplace has added Consilium UniAgent in the telephony category. 

UniAgent provides contact center agents with an intelligent single-screen interface that merges   contact center platform functionality into multiple compatible Zoho CRM products, which at the time of launch include Zoho One, Standard, Professional, Enterprise, CRM Plus, and Ultimate. By enabling CTI (Computer-Telephony Integration) between Zoho CRM and contact center platforms, UniAgent helps agents work more naturally, and respond better and faster in voice and digital (email, text, chat and social) interactions. 

Consilium UniAgent is now available in a software as a service (SaaS) model with hosting options including Amazon Web Services (AWS), Google Cloud Platform, and Microsoft Azure, enabling faster solution delivery. With Genesys, UniAgent integrates Zoho CRM with the Genesys Cloud Embeddable Framework, thus allowing customer relationship services to be leveraged in the multi-channel contact center. Consilium also confirmed that the Zoho CRM connector is compatible with Webex Contact Center, Webex Contact Center Enterprise, Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Amazon Connect, Genesys Engage and Genesys PureConnect. The product leverages Consilium’s ISO/IEC 27001 and ISO 9001 certifications for information security management and quality management systems, respectively, as well as GDPR certification 

UniAgent has been implemented for an impressive list of clients, such as the world’s largest integrated transport and logistics company, India’s no. 1 car manufacturer, Austria’s largest listed industrial company, Southeast Asia’s biggest oil and gas company, a United States top-10 furniture chain, and Latin America’s second-largest beverage bottler. The product’s secure design has met the requirements of highly security-conscious verticals like banking, insurance, telecom service providers, and governments for office-based and work-from-home agents. 

“This is a significant new milestone for Consilium, being our fifth marketplace listing with industry majors. We are thrilled to partner with Zoho to help to build the future of unified digital customer experience. Zoho customers can now purchase Consilium UniAgent from Zoho Marketplace in their local currency, optimizing the cost and speed of solution acquisition,” said Pramod Ratwani, Founder and CEO of Consilium Software. “We had a great experience working with Zoho’s developer and Marketplace partner assistance teams, who were very skilled and responsive. From registering as a telephony partner in Zoho PhoneBridge, to publishing the Consilium extension, and making it available in Zoho’s multiple datacenters seamlessly, the entire process was remarkably smooth.” 

About Consilium Software 

Founded in 2007 in Singapore, Consilium Software and our Uni digital customer engagement platform have helped over 2,000 companies in more than 120 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. 

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