UniWeb™ allows enterprises to monitor and respond to posts on social networking sites like Twitter and Facebook. Consilium’s UniWeb™ solution enables companies to not only monitor their social media presence and garner improved business intelligence, but also enables them to improve the speed of customer service delivered through this growing and ubiquitous communication channel.
Consilium UniWeb™ interfaces to popular social media sites, and other sources including industry blogs and forums, and has integrations to contact center solutions that enable agents and supervisors to respond to selected filtered interactions. This workflow significantly reduces the time and effort required for managing social media communications and strategies.
Consilium also announced the availability of UniAgent™ 2.0 that allows contact centers to rapidly and cost-effectively deploy multi-level integrations with CRM & helpdesk applications. UniAgent™ has pre-built CTI & CRM connectors that provide the ability to integrate and exchange data with existing business applications, enabling customers to gain true business value from the move to unified communications. UniAgent™ now offers CRM connectors for BMC Remedy, Pivotal, Salesforce.com, Oracle, SAP and a few other vendors.
Consilium UniQM™, the quality management solution that is part of the UniTools™ suite, will support the Cisco MediaSense media recording platform using Web 2.0 Application Programming Interfaces (APIs.) It will enable organizations to monitor customer voice interactions, providing the capability to search, retrieve and play back voice recordings. Consilium is a member of the Cisco Developer Network (CDN) and an Authorized Technology Provider (ATP) for Cisco enterprise contact center and voice portal solutions. UniQM™ enhances the call logging capabilities of multiple vendors’ contact center solutions by providing a web-based tool that is intuitive, flexible and simple to support.
New report libraries have been added to Consilium UniInsight™, a reporting solution for multi-vendor environments that provides management with the information and insight they need to take better and timely business decisions for productivity and cost control. UniInsight™ is now available for cradle-to-grave historical and real-time reporting, and dashboards for business intelligence reporting with contact center interfaces to Business Objects and Remedy BSM Dashboards.
Commenting on the new product launches and announcements, Aman Basra, Vice President, Global Services at Consilium Software said, "Enterprises today require simple, cost-effective and rapidly deployable solutions to get business results fast. With our next generation of UniTools™ we can set new standards in implementing well-integrated unified contact center solutions that do not slow down enterprises with their complexity or drag project timelines and budgets."