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News : Consilium Software Announces Third Generation of UniAgent™ CRM
Consilium Software, the unified communications software company providing service in on-premise and cloud solutions for enterprises and contact centers, announces the availability of the third generation of the Consilium UniAgent™ CRM connector. The new version of Consilium UniAgent™ was designed to improve contact center agent team productivity and reduce IT overhead.
UniAgent™ leverages agents' real-time status to make the presence of agents and supervisors available across teams, enabling faster access to the right resources across an organization and improving first call resolution. Agent and queue statistics available within UniAgent™ empower agents to make decisions to shorten queue wait times and compare their performance with others in their team. Customers can now choose to have centralized licensing control and centralized deployment, doing away with the need for IT to maintain workstation-based licenses.
Consilium UniAgent™ 3.1 is available for Salesforce, Microsoft Dynamics, Oracle Siebel, BMC Remedy, Sugar CRM, Pivotal and CA UniCenter Service Desk, as well as for financial services software such as IBM WebSphere MQ and Oracle Flexcube, among others. The latest version sports a common user interface across multiple contact center platforms including Cisco, Genesys and Avaya. Consilium UniAgent™ now takes advantage of Salesforce.com's Open CTI architecture, with the entire Salesforce-embedded softphone now controlled by Consilium in terms of code and user interface.
Today's Tip of the Day - Don’t Just Record Your Agents
More Editorial From Consilium Software
About Consilium Software:
Consilium Software is the Unified Communications software company which is Enabling Unified Success™ in enterprises and contact centers – with solutions that combine industry-leading products from technology partners, innovative software applications and unmatched services expertise. Consilium professional services uniquely helps clients get business results by focusing on their requirements , creating solutions using the best and most appropriate technologies by providing the finest technical services. Consilium’s own UNI™ range of products minimizes the implementation fees and risk that many Unified Communications applications require. Headquartered in Singapore, in the heart of the Asia Pacific region, Consilium has significant presence in India, Greater China and the ASEAN region.
Published: Wednesday, May 21, 2014