#contactcenterworld, @Consiliuminc
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 UniRSM™ 9.0 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.)
About Consilium Software:
Founded in 2007 in Singapore, Consilium Software and our Uni™ digital customer engagement platform have helped over 2,000 companies in more than 120 countries connect their employees with customers.
Our choice of cloud-based and on-premise software powers 5 billion-plus interactions each year, simplifying the management of voice, video and digital channels. Our solutions go beyond omni-channel to merge the contact center and CRM, creating fluid experiences with artificial intelligence (AI), bots and Robotic Process Automation (RPA.)
Published: Friday, July 23, 2021
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