Consilium & Webex partnership to revolutionise AI-driven customer engagement

This month Consilium Software, a provider of AI-driven customer engagement solutions, announced its partnership with Webex by Cisco, a premier company in facilitating hybrid work and customer experience (CX) through advanced collaboration technologies. Their collaborative effort aims to boost the performance of Webex Contact Center through a dedicated array of Consilium products.

The product lineup includes Consilium UniCampaign for conducting voice and digital outbound campaigns, UniAgent CRM connectors for enhancing agent productivity, and UniSupervisor to provide streamlined insights. This union is the fruition of a 16-year long partnership between the two tech giants, throughout which they have successfully transformed CX worldwide for Fortune 500 companies.

Pramod Ratwani, the Founder and CEO of Consilium Software, said, "We are thrilled to debut on Webex App Hub, marking the initial phase of our product launches." He continued, "The upcoming weeks will witness the release of additional products, culminating in what we believe will be the most comprehensive suite of apps for Webex Contact Center in AI-powered orchestration, interactions, and insights. Our presence on Webex App Hub and Webex Contact Center SolutionsPlus is a testament to the validation by Cisco for products that already empower some of the largest customers utilizing Webex Contact Center."

The suite of Consilium products for Webex Contact Center includes: Consilium UniCampaign, an omnichannel tool for optimizing outbound call campaigns; Consilium UniAgent, which transforms the CRM into a primary interface, consolidating interactions across voice and digital channels; Consilium UniSupervisor, a tool that aids in efficiently managing and monitoring contact center performance; Consilium UniVCX, offering WebRTC voice and video calling, co-browsing, file sharing, and a chatbot; Consilium UniQM, which provides voice and screen recording paired with easy-to-use quality management using configurable scoring templates; and Consilium UniRSM, which lets supervisors perform silent monitoring, whisper coaching, and screen monitoring remotely.

Consilium UniCampaign, UniAgent, and UniSupervisor are already available on the Webex App Hub. The release of UniVCX, UniQM and UniRSM is planned for March 2024.

Together, the two technology companies will provide a suite of AI-powered solutions that create fluid, efficient customer experiences and transform operators' digital landscapes. As technology continues to rapidly develop, such partnerships become crucial in ensuring that businesses remain at the vanguard of superior customer service delivery.

Founded in 2007 in Singapore, Consilium Software is focused on bringing together the contact centre and CRM, creating experiences with artificial intelligence (AI), bots and Robotic Process Automation (RPA). Security and quality are crucial to the company's products and services, having received ISO/IEC 27001 and ISO 9001 certifications for information security management and quality management systems, respectively.

Webex is a provider of cloud-based collaboration solutions which includes video meetings, calling, messaging, events, customer experience solutions like contact center and purpose-built collaboration devices. The company's focus is on delivering inclusive collaboration experiences fuels innovation, which leverages AI and Machine Learning, to remove the barriers of geography, language, personality, and familiarity with technology.