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Consilium Introduces Quality Monitoring and Whisper Coaching with UniRSM™ 9.0 and UniQM™ for Contact Centers

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Singapore, Canada & India, July 21, 2021 -- Consilium Software, a provider of enterprise software for unified communications and contact centers, announced the general availability of its UniRSM9.0 release, which allows contact center supervisors and managers to perform real-time silent monitoring and whisper coaching of agent-to-customer conversations, and the addition of UniQM recording and quality monitoring to its product portfolio. Demand for the new product releases has been driven by home-based contact centers, which started as a BCP (business continuity planning) measure, but are now full-scale operations accepted as the regular business model.

"Home-based remote and mobile agents have become the norm for today’s contact centers. One of the top concerns organizations are having, with the partial or complete transition to home-based staff, is how they can perform quality assurance and training. They are struggling with the fact that they can’t plug in a second headset to listen into the agent and customer and provide coaching in a remote environment, like they could when they were on site. Consilim UniRSM™ and UniQM™ are a perfect combo, providing all the management, monitoring and training tools and they now provide the full superset of features," said Pramod Ratwani, Founder and CEO of Consilium Software.

Consilium UniRSM™ is available on Cisco SolutionsPlus worldwide through Cisco Commerce for ordering from the Cisco Global Price List (GPL.)

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Date Posted: Friday, July 23, 2021



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