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Consilium UniAgent™
Consilium UniAgent™ is a set of contact center front-end integration solutions which combine the benefits of pre-built integration with enterprise applications, class-leading unified agent front-end design and low cost. UniAgent™ empowers agents with ready access to call information, customer data and enterprise resources response information, so customers experience higher first call resolution, and agent productivity improves through reduced call handling times. UniAgent™ is available as Consilium UniAgent™ CRM Plug-in and Consilium UniAgent™ Unified Agent Desktop, for both Cisco and Genesys contact centers.
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Consilium UniAgent™ for Cisco Unified Contact Center Integration
Consilium UniAgent™ for Cisco is an interface-less connector that provides tight front-end integration between the Cisco Agent Desktop (CAD) application & BMC Remedy while retaining full Cisco Unified Contact Center functionality. Through CTI integration, the call answer event in CAD is coordinated with the Remedy screen-pop corresponding to the data collected & service requested in the UCCX IVR. UniAgent™ controls the Remedy screen to be displayed and the data to be pre-filled in the Remedy user interface. Consilium UniAgent™ increases agent productivity by automatically launching the appropriate Remedy screen, as well as transferring the Remedy screen for inter-agent UCCX call transfers. Seamless transfer of information between systems achieved using UniAgent™ improves customer satisfaction through higher first call resolution (FCR.) As a pre-built CRM connector, it shortens the project timelines and lowers the overall costs associated with implementing a well-integrated Cisco unified contact center solution. UniAgent™ is a certified Cisco Compatible product under the Cisco Developer Network (CDN).
Visit the Consilium page at the Cisco CDN portal for more info:
http://developer.cisco.com/web/partner/search?accountId=0014000000P5zH4AAJ
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Consilium UniAgent™ Unified Agent Desktop for Genesys Contact Centers
Consilium UniAgent™ for Genesys is a complete multi-channel agent desktop application which integrates with the Genesys contact center product via standard API’s as well as with popular CRM’s. UniAgent™ empowers agents with ready access to call information, customer data and enterprise resources, so customers experience higher first call resolution, and agent productivity improves through reduced call handling times. Out-of-the-box features include media-specific desktop screens (such as for voice, email and chat), a knowledgebase and a flexible scripting tool. Consilium UniAgent™ is available in both, thick & thin client versions. Depending upon the requirement, the thick-client version is chosen for fast throughput on local networks and a small footprint, or the thin-client browser-based version for zero-install setup and high performance over a WAN environment. |
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