Consilium Software unveils AI suite to revolutionise Webex Contact Center engagement

Consilium Software has expanded its AI-powered solutions with new tools including UniQM™, UniASR™, UniTTS™, and UniVCX CoBrowse™ to enhance customer experience, quality management, and security within the Webex Contact Center ecosystem.

Consilium Software has announced a significant expansion of its AI-powered solutions for the Webex Contact Center portfolio, introducing a suite of advanced tools designed to elevate customer engagement, improve agent productivity, and ensure stringent security and compliance. The latest innovations—UniQM™, UniASR™ and UniTTS™, and UniVCX CoBrowse™—are now accessible via the Webex App Hub, marking a strategic enhancement of Consilium’s offerings.

At the heart of these new solutions is UniQM™, a next-generation AI-driven quality management platform that revolutionises how contact centers assess and coach agent performance. It automates quality assurance processes by delivering real-time insights into sentiment, compliance, and agent effectiveness across 100% of calls. Notably, UniQM™ generates automated, searchable transcripts and AI-powered summaries to streamline auditing and quality assurance tasks. A unified dashboard integrates voice, transcript, and screen capture data, allowing for comprehensive analysis. Customisable scorecards aligned with business key performance indicators facilitate tailored coaching. The platform’s real-time script compliance and visual speech analytics promise faster coaching and improved compliance, enabling scalability across various channels. According to CEO Pramod Ratwani, these innovations allow organisations to “transform every customer interaction through AI-powered innovation,” helping contact centers to automate quality management and achieve operational excellence.

Complementing quality management advances, Consilium has enhanced its voice automation capabilities with UniASR™ (Automatic Speech Recognition) and UniTTS™ (Text-to-Speech). These solutions support lifelike, multilingual voice interactions with real-time transcription available in over 40 languages and natural-sounding text-to-speech in more than 30 languages. The AI-powered tools excel in handling diverse accents and noisy environments, facilitating 24/7 intelligent voice bots that automate routine tasks such as scheduling, payment processing, and inquiries. Fast intent detection is another feature designed to speed up task routing and automation, enhancing the customer experience while maintaining compliance. Industry data highlights that advancements in voice automation are key to reducing operational costs and improving customer satisfaction by enabling seamless, intelligent interactions.

Further bolstering digital engagement, Consilium’s UniVCX CoBrowse™ offers secure, real-time visual collaboration directly within the Webex Contact Center environment. This tool enables agents to guide customers through complex digital journeys with ease, leveraging multi-device support across desktops, mobiles, and tablets without requiring customers to download any software. Privacy features include automatic masking of sensitive data to ensure compliance with regulations such as HIPAA, GDPR, and PCI. One-click session initiation via chat, email, or voice, together with detailed visual engagement analytics, supports faster issue resolution, improved conversion rates, and more personalised customer support. In previous iterations, Consilium’s UniVCX™ solutions have been noted for integrating seamless video, voice, and co-browsing functionalities that optimise omnichannel contact center experiences, further reinforcing the company’s commitment to secure and compliant communication.

Consilium’s portfolio expansion aligns with its broader SaaS strategy, recently launched on the Cisco Commerce Workspace, which simplifies access to cloud-based customer experience solutions. This move enables partners to easily incorporate Consilium’s advanced Uni™ product suite into both new and existing Cisco contact center deployments worldwide, including Webex Contact Center and WxCCE. Such integration capability is crucial as organisations increasingly adopt cloud-based platforms for flexibility and scalability.

The company’s long-standing focus on security and quality is underlined by certifications such as SOC 2 Type 2, ISO/IEC 27001, and ISO 9001, reflecting its dedication to enterprise-grade security standards. Since its founding in Singapore in 2007, Consilium has supported over 2,000 organisations across more than 120 countries, powering more than 5 billion voice, video, and digital interactions annually. This continuous evolution of AI-powered tools reaffirms Consilium’s role in transforming contact center operations by blending customer relationship management with AI, bots, and robotic process automation to create unified, efficient customer engagement workflows.

In summary, Consilium’s new AI solutions deliver a comprehensive enhancement to the Webex Contact Center ecosystem. By automating quality management with UniQM™, advancing voice interaction capabilities through UniASR™ and UniTTS™, and enriching digital customer journeys via UniVCX CoBrowse™, the company claims to equip organisations with the tools to increase operational efficiency, ensure compliance, and elevate the overall customer experience in an increasingly digital and fast-paced marketplace.

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Source: Noah Wire Services