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Consilium Intelligent Agent Workspace & Deep CRM Integration

Salesforce,Omnichannel,Copilot,AI Agent Assistance,Intelligent Screen Pop

Overview

Consilium UniAgent™ embeds natively into Salesforce Service Cloud, Sales Cloud, and Health Cloud delivering full customer context, Copilot AI assistance, & automated CRM logging before the agent says hello. Compatible with Cisco, Genesys, Webex CC, AWS.

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  • • ✓ Higher FCR — agents act on context, not gut • ✓ Lower AHT — Copilot eliminates post-call admin • ✓ Multi-Platform CC — Cisco · Genesys · Webex CC · Amazon Connect • ✓ PCI · ISO 27001:2022 · GDPR · HIPAA · SOC 2 Type II

  • 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.

Consilium Copilot — Real-Time AI Agent Assistance Live sentiment detection, knowledge surfacing, auto supervisor alerts, & AI-generated wrap-up — natively embedded into Salesforce, not bolted on. Intelligent Screen Pop Matching Contact, Account, Case, Lead, or Opportunity surfaced instantly in Salesforce — full CRM context before the first word. AI-Generated Interaction Notes AI call summary auto-posted to Salesforce records at wrap-up accurate documentation, zero agent effort. Real-Time Transcription → Salesforce Live transcription streamed into Salesforce records — complete, searchable interaction history. Salesforce Knowledge Base — AI Article Surfacing Relevant KB articles surfaced in agent sidebar during live interactions faster resolution, consistent answers. Automated Activity Logging All voice, chat, email, and missed interactions auto-logged to Salesforce — every touchpoint captured, zero manual entry. Seamless Escalation to Co-Browse & Video Complex interactions instantly escalated to secure co-browse or video — directly within Salesforce. Omnichannel in One Salesforce Desktop Voice, chat, email, & social unified inside Salesforce — every channel, one intelligent screen

Categories

Business Needs
Customer Service
Telephony
Industries
Financial Services
Government
Healthcare & Life Sciences
Personas
Administrator
Developer
Service Agent / Supervisor
Features
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Person Accounts
Supports Salesforce orgs that use Person Accounts.
Lightning Ready
Person Accounts

Compatibility

Required Salesforce Products
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
Sales Cloud
Service Cloud
Marketing Cloud Engagement
Compatible Salesforce Products
This solution is tested to work with and extends the value of these products, but doesn't require them.
Sales Cloud
Service Cloud
Health Cloud
Salesforce Editions
Professional
Enterprise
Unlimited
Developer
Supported Languages
English
French
German
Russian
Simplified Chinese
Spanish
Traditional Chinese

More from Consilium Software Inc

  • Consilium UniAgent CTI Connector
    by Consilium Software Inc
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    Consilium UniAgent integrates with salesforce using OpenCTI API and telephony platform API