Consilium Software has launched Consilium UniCRM, a new CRM platform designed for small-to-medium contact centres and now available on the Webex App Hub.
The UniCRM platform brings together Help Desk, Collections, and Telemarketing functionalities into a unified desktop system. According to Consilium Software, this integration is intended to enhance agent productivity and the overall customer experience by reducing operational silos and streamlining workflow management.
Key features of UniCRM include deep telephony integration within the unified desktop, supporting functions such as screen pops, click-to-dial, and the provision of customer context to agents. The company asserts that these features will enable agents to work more efficiently by minimising delays in customer interactions.
UniCRM offers end-to-end contact centre management capabilities by consolidating Help Desk management, Collections, and Telemarketing tools in one place. This centralisation aims to simplify operations for organisations managing diverse customer-facing teams and departments.
The platform also provides comprehensive customer insights, granting agents access to a 360-degree view of each customer's history, collection status, and engagement with campaigns. Consilium Software says this feature supports the delivery of a more personalised service at each point of contact.
Open architecture has been cited as a major component of UniCRM. It enables seamless integration with third-party systems and supports organisations in developing a connected and adaptable technology ecosystem for the future.
Further tools in the platform include task management, scheduling, and a built-in Knowledge Base. These are designed to facilitate faster issue resolution and help agents drive overall performance in line with modern customer engagement standards.
Pramod Ratwani, Chief Executive Officer of Consilium Software, said, "Consilium UniCRM enables organisations to optimise their most crucial customer touchpoints. We've engineered an accessible solution that streamlines complex workflows across support, collections, and telemarketing, equipping agents to perform at their peak. The result is not just higher productivity, but superior customer experiences that foster loyalty and differentiate our clients in the marketplace."
Consilium Software highlights that the open architecture of UniCRM is designed to facilitate easier integration with other third-party applications, accommodating the diverse technology requirements of contemporary contact centres.
Consilium UniCRM is currently available through the Webex App Hub, expanding its accessibility for organisations relying on Webex for customer interaction and communications management.
