Consilium UniVCX - Customer Experience with Real-Time Co-Browsing, WebRTC Video & Voice

Consilium UniVCX™ (Video Customer Experience) is a next-generation video collaboration and co-browsing platform designed for modern contact centers. It allows businesses to add high-touch digital channels—video, voice over IP (WebRTC), and co-browsing—to their existing customer service infrastructure without requiring a complete overhaul.

Key Features:

• Voice, Video, Co-browsing Capabilities

• Real Time Chat Transcript with Document Sharing & Scanning

• App Integration (iOS, Android SDK)

• PII Masking & Annotation Tools

• Agent Performance Reports using AI Based Transcripts

• Virtual Supervisor Support, Request Supervisor Assistance

• Dynamic Content Visibility Control over Web Pages

• Instantly access customer screens to provide hands-on assistance

• Engage with customers and leads in real time

• Be available when your customers need help

• Walk visitors through forms, content, or downloads effortlessly

1. Zero-Install Client: No executable files or plugins are downloaded to the customer’s device, eliminating the risk of malware or "Shadow IT."
2. Browser-Level PII Masking: Sensitive data masking happens at the DOM (Document Object Model) level. This means sensitive fields are blocked before the data is transmitted to the Consilium SaaS cloud.
3. URL Whitelisting: The SaaS platform can be configured to only allow co-browsing on pre-approved domains, preventing agents from redirecting customers to external or malicious sites.
4. No Media Storage: As a SaaS provider, Consilium acts as a secure relay. No audio, video, or screen-share data is ever recorded or stored on Consilium’s SaaS servers.
5. End-to-End Media Security: Media streams are encrypted using SRTP. The keys are managed such that the media is only "viewable" by the authorized agent and the customer.
6. Multi-Layered Encryption: Management Plane: All admin configurations and user metadata are encrypted at rest using AES-256.
7. Signaling Plane: All session setups occur over HTTPS/TLS 1.2+.
8. Regional Data Residency: Hosted on Tier-1 Cloud Providers with the ability to select specific regions to comply with data sovereignty requirements.
9. Identity Management: Supports SAML 2.0 / SSO integration, allowing customers to manage user access through their own Identity Provider (Azure AD, Okta, etc.).

Top Use Cases

UniVCX™ is most effective in industries where visual context is critical for "First Contact Resolution":

• Banking (e-KYC): Verifying a customer's identity via live video and scanning documents for account opening.
• Healthcare (Telehealth): Facilitating secure medical consultations with high-quality video and the ability to share medical reports.
• Retail & Technical Support: "See what I see" troubleshooting. A customer can flip their mobile camera to show a faulty appliance, or an agent can co-browse a complex checkout page to help complete a purchase.
• Video Kiosks: Powering remote expert assistance in physical locations like airports or bank branches.