Consilium Software Inc
L-96, 2nd floor
Delhi, DELHI 110024
India
Primary Contact:
Pramod Ratwani
Phone: +1-647-823-2380
Tier 2
Our undivided focus is on technology integration and software development, with the spotlight on the IT services business, and building products in the domain of Unified Communications, E-Learning, Business Analytics and Business Intelligence.

Consilium UniAgent™ is a CRM-embedded CTI connector: the UniAgent™ soft phone with all the Cisco call controls is embedded within the CRM user interface for automated workflows, presence-based tools and real-time performance indicators. In production in customer networks since 2009, Consilium UniAgent™ has more than 30 deployments across a dozen countries, with productized integrations to 14+ CRMs and hosts.

Consilium UniAgent™ CRM Connectors for BMC Remedy

Consilium UniInsight™ is a Business Intelligence (BI) reporting product focused on management users. The goal of UniInsight™ is to provide time-starved management and managers the information and insight they need to take better and timely business decisions, and be suitable for both, "novice" and "power" users. BI tools analyze and report on the volume of data organizations collect and store, with the objective of driving better business decisions to improve the organization's performance - not just by understanding what happened, but also understanding the why behind results using key performance indicators (KPI's.) While reporting tools have been an important element of any enterprise's operations, the customized, spreadsheet-based and static nature of reports has been largely ineffective in preparing them for the future. UniInsight™ promises to change this with a solution that can be deployed quickly.

? UniAgent? increases agent productivity by automatically launching the appropriate Siebel screen, whether for a new activity creation or for an existing activity, as well as transferring the Siebel screen for inter-agent UCCE call transfers.

? UniAgent? populates Siebel screen with customer information received at the IVR during new activity creation.

? Seamless transfer of information between systems achieved using UniAgent? improves customer satisfaction through higher first call resolution (FCR.)

? Higher agent productivity, by automating and streamlining tasks using UniAgent?, results in improved customer service metrics: reduced average handle time (AHT) and better average speed of answer (ASA.)

? UniAgent? can be extended to integrate and exchange data with other business applications, enabling customers to gain true business value from the move to Unified Communications.

? UniAgent? as a pre-built CRM connector shortens the project timelines and lowers the overall costs associated with implementing a well-integrated contact center solution.

The application connects to the UCCX / UCCE database via a webservice. 

UniAgent™ delivers application-level integration between the Cisco Unified Contact Center agent application (Cisco Agent Desktop, or CAD) and Salesforce.com. CTI data is automatically populated from CAD into Salesforce.com System through UniAgent™. Agent productivity is improved as they are no longer required to re-enter the CTI data into Salesforce.com System. UniAgent™ is designed to have a small footprint which makes it quick and easy to deploy. As it is a pre-built, Cisco-certified connector, UniAgent™ solution deployment cycles are very rapid and cost efficient compared to ACMI protocol-based solutions. UniAgent™ also provides much tighter integration in terms of functionality, and a more resilient approach compared to the keystroke macro based integration method that is available natively within the CAD workflow.

UniAgent is also compatible with Microsoft Dynamics CRM 2011

The Application Uni Inisight Mobile comprises of reporting modules for Supervisors.

It provides Supervisors the ability to analyze real time and historical performance of the contact center floor.

In this version, the application contains multiple historical reports and a real time dashboard displaying agent statistics and calls statistics.

With UniAgentTM, contact center agent is able to transfer, answer, hold, resume and conference the phone calls. It features multi-case management and also shows interaction logs for the cases making it easier for supervisors and agents to monitor and handle calls. UniAgent™ triggers the screen pop up on the MS Dynamics CRM web based interface by capturing the Caller ID details and the parameters in the IVR (Interactive Voice Response).

Microsoft CRM Dynamics 2011

•       Hosted (online)

•       On premise

•       Embedded

•       IOrganizationService Web Service for MS Dynamics CRM online

•       CCA, WunderBar, Direct DB access

 

Microsoft CRM Dynamics 2011

On premise

      On Internet Explorer browser only

Hosted (online)

             Works on all Browsers

With Consilium UniAgent TAPI connector you can seamlessly share information pertinent to voice calls between systems while fully leveraging the capabilities of both the telephony and CRM systems. Via automatic screen pop, the connector allows each contact center agent access to a customer’s detailed information in the CRM's database thus assisting with providing real-time, personalized and focused service based on the information.

 

Consilium UniAgent allows seamless data exchange and messaging workflow with no coding or expensive middleware, thus reducing infrastructure costs while helping to identify your best customers and making sure they receive the consistent, quality service that will enhance loyalty.

UniCampaign™ is a complete outbound solution for Cisco UCCE. It provides campaign and calling list management for Cisco UCCE predictive dialer, thereby providing remarkable increase in customer satisfaction and increased agent responsiveness. UniCampaign™ provides support for multi-tenancy, call-handling strategies and monitor campaign progress and productivity, both through detailed reports and in real time.

Consilium UniCampaign is focused on the strength and robustness of Cisco‟s dialing technology.

Consilium UniCampaign™ enhances Cisco Outbound functionality by:
  1. Complementing Cisco UCCE and UCCX outbound options with industry-standard features. Consilium has the advantage of an executive management team which established Davox, Concerto, Melita and Aspect as the leading outbound players in the Asia Pacific over 1999-2007. The Consilium professional services team has an intricate knowledge of all the leading competitive outbound technologies.
  2. Lightweight solution which doesn‟t impact the existing architecture or supportability of Cisco UCCE or UCCX solutions.
  3. Reduce dependencies on third-party applications and vendors, and offer a more complete business-focused outbound solution which will appeal to customers desiring to use Cisco for collections, telemarketing or proactive customer care processes.
 

UniCampaign™ thus allows Contact Centres to handle call in more personalized, targeted and confident manner resulting into higher ROI for Contact Centres and strong customer relationships that drive reliability and satisfaction.

Consilium UniCloud™ is a real-time, centralized and fully automated service delivery and management platform designed specifically to address the challenges involved in deploying and managing complex UC&C environments. UniCloud™ platform enables Service Providers and large enterprises to initiate and manage enterprise collaboration services –such as advanced telephony, presence, mobility, in real-time and centrally administer the entire environment from a single unified interface.

UniCloud™ is a solution that reduces technical complexity, speeds implementation, cuts costs, and provides an integrated platform from which new services can be launched as and when required. The UniCloud™ platform enables the application to rapidly perform bulk provisioning across various UC&C applications concurrently using pre-defined Rules and User Templates, with support to full UC&C lifecycle –Design, Deploy and Manage.

UniCloud™ also provides a self- care portal which enables end user to manage his Unified communications environment. It allows the end user to manage Voicemail Configuration, Voicemail PIN reset, Video / Audio Conferencing, International Dialing facility, Music on Hold, Caller ID Privacy control etc.

Following are the main benefits:

  • Reduces skill level required for administration
  • Easier moves, adds, changes and deletions (MACD)
  • Dynamic scalability
  • Increased Customer Satisfaction
  • Decreases margin of error
  • Removes Vendor lock-in through its Multi-vendor capabilities
  • Faster roll out of services
  • Offers Multi-vendor support thereby offering choices of range of prices, improves service delivery, provides geographical flexibility and reduces risks and costs

Consilium UniCloud™ is a real-time, centralized and fully automated service delivery and management platform designed specifically to address the challenges involved in deploying and managing complex UC&C environments. UniCloud™ platform enables Service Providers and large enterprises to initiate and manage enterprise collaboration services –such as advanced telephony, presence, mobility, in real-time and centrally administer the entire environment from a single unified interface.

UniCloud™ is a solution that reduces technical complexity, speeds implementation, cuts costs, and provides an integrated platform from which new services can be launched as and when required. The UniCloud™ platform enables the application to rapidly perform bulk provisioning across various UC&C applications concurrently using pre-defined Rules and User Templates, with support to full UC&C lifecycle –Design, Deploy and Manage.

UniCloud™ also provides a self- care portal which enables end user to manage his Unified communications environment. It allows the end user to manage Voicemail Configuration, Voicemail PIN reset, Video / Audio Conferencing, International Dialing facility, Music on Hold, Caller ID Privacy control etc.

Following are the main benefits:

  • Reduces skill level required for administration
  • Easier moves, adds, changes and deletions (MACD)
  • Dynamic scalability
  • Increased Customer Satisfaction
  • Decreases margin of error
  • Removes Vendor lock-in through its Multi-vendor capabilities
  • Faster roll out of services
  • Offers Multi-vendor support thereby offering choices of range of prices, improves service delivery, provides geographical flexibility and reduces risks and costs