Unified Contact Center

A unified contact center is a single integrated suite of products with options for all common contact center applications. As an inherently IP contact center solution, it allows for reduction in infrastructure costs and staff expenditure by utilizing a converged network. At the same time, it helps customers eliminate the need to manage multiple vendors in their environments, as well as reduces the costs associated with integration middleware and customization to get different contact center applications to work together. Use of IP in contact centers can help streamline operations using presence technology for transfer of expertise across the enterprise (improved quality of service), and by linking sites into smaller number of queues over an IP communications WAN (for improved service levels.)

Consilium Software provides leading unified contact center solutions which significantly reduce cost and complexity. The applications possible within the same platform include inbound voice, outbound dialing, self-service (IVR), email, web/chat, agent desktop, reporting, call recording, quality management and workforce management.