Consilium UniAgent™ is built to address these challenges with an AI-powered, omnichannel engagement platform that combines deep CRM integration, real-time intelligence, and enterprise-grade scalability. It enables contact centers to move beyond reactive support and deliver predictable, measurable business outcomes across every customer interaction.
By embedding AI-driven automation, intelligent routing, and contextual insights directly into agent workflows, UniAgent helps organizations streamline operations, empower agents, and improve customer satisfaction—without increasing operational complexity.
Key Capabilities That Drive Business Impact
Unified Inbound Engagement with Full Customer Context
Agents handle voice and digital interactions with a complete, real-time view of customer history, intent, and CRM data—reducing resolution times, improving accuracy, and driving higher first-contact resolution.
Seamless Escalation to Co-browse and Video
Complex issues can be instantly escalated from voice or chat into secure co-browse or video sessions, enabling faster problem-solving and more human, high-trust interactions.
Integrated AI & Bot-Driven Workflows
AI bots automate routine inquiries, assist with intent detection, and intelligently route interactions while maintaining full CRM continuity—allowing agents to focus on higher-value conversations that drive outcomes.
Advanced Supervision with Real-Time Intelligence
Supervisors gain real-time visibility through live KPIs, silent monitoring, whisper coaching, and multi-channel dashboards—enabling proactive performance management and continuous improvement.
Enterprise-Grade, Scalable Architecture
A robust, multi-tenant foundation supports high-volume operations, modular CRM and telephony integrations, and global deployments—delivering resilience, flexibility, and long-term scalability.
Flexible Deployment with Proven Compliance
Available on cloud or on-premises, UniAgent aligns with leading standards including GDPR, ISO/IEC 27001, ISO 9001, and SOC 2 Type II—supporting security, governance, and regulatory requirements.
Why UniAgent™
UniAgent™ helps organizations:
UniAgent empowers teams to deliver intelligent, consistent, and high-quality engagement—at scale.
Key Use cases:
- Inbound and outbound calls handling
- On call ringing CRM screen pop.
- Click to Call
- Call Activity details into CRM
- Post interaction, transcript posting
To book a demo, pricing and subscription options, please send an email to sales-support@consiliuminc.com
