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Consilium UniAgent™ AIPro CTI connector for Cisco, Genesys & AWS Contact Center
SalesforceLightning,Omnichannel,SocialMedia,Email,Chat,SSO,VoiceRecording
Overview
UniAgent™ AIPro with advance features like, digital interactions, Transcript posting to CRM, Social media integration, Supervisor features(Silent Monitoring, Barge-in, etc.), Full telephony functions, Click to call, Omnichannel, CRM screen pop.
See How Consilium UniAgent™ AIPro CTI connector for Cisco, Genesys & AWS Contact Center Works
Email, Chat, and Social Media: - Agents can handle voice, email, chat, and social media interactions seamlessly using UniAgent as a single platform. Interactions can be prioritized based on criticality with respect to time.
Blended Experience: - UniAgent™ CRM-CTI connector can handle both Inbound and Outbound campaign without switching application/screen Supervisor Features: Supervisors can monitor agents with features like silent monitoring, barge-in, and team messaging.
Omnichannel Support: The system integrates multiple digital channels, including email, chat, and SMS. Automated CRM Functions: Key features include automatic screen pops on incoming calls and click-to-call functionality from within the CRM.
New features and capabilities for a more seamless and connected digital experience in the latest release of UniAgent AIPro. UniAgent is now globally available including the Americas, EMEAR, and APJC via Cisco Solutions Plus. Features at glance • Inbound + Outbound Blended Handling • CRM screen pop on call ringing event. • Call activity saving to CRM • Click to call from CRM • Presence list • Missed call details • Agent statistics (AHT, Call handled, AVG handled time) • Full telephony functions (Ready, Not Ready, Answer, Hold, Transfer, Consult and Conf) • Omnichannel Integration (Email, Chat, SMS, etc.) • Supervisor Features (Agent state change, Silent Monitoring, Barge-in, Team messaging, etc.) • Digital Interactions (AI Bot integration) • Transcript posting to CRM • Social Media Integration
Categories
- Business Needs
- Customer ServiceTelephony
- Industries
- Financial ServicesGovernmentHealthcare & Life Sciences
- Personas
- AdministratorDeveloperService Agent / Supervisor
- FeaturesLightning ReadyOptimized for Salesforce orgs that use Lightning Ready.Person AccountsSupports Salesforce orgs that use Person Accounts.
- Lightning ReadyPerson Accounts