Contact Center Solutions Featured Article

Consilium Software, a unified communications software company, has announced the launch of Consilium UniAgent, a CTI connector that integrates the Cisco Agent Desktop and CRM applications.

 

The company has also announced that it is now a member of the Cisco Developer Network Program and has completed the Interoperability Verification Testing of Consilium UniAgent under this program.

 

According to Cisco, the Cisco Developer Network Program will empower developers by providing them with more open access to Cisco technologies as well as expanded and enhanced resources to help support every phase of their development and business cycles. It also helps implement the company’s goal of improving the experience of developers by providing better systems and processes, and clear paths for access to resources and advancement.

 

Consilium has claimed that they have completed the Interoperability Verification Testing (IVT) of Consilium UniAgent Remedy Plug-in for Cisco Unified Contact Center Express under the ‘Contact Center / CRM and Desktop Applications’ solution category.

 

 

Consilium UniAgent is said to be a unified agent front-end application which combines login, data access and communication functions in a single-screen application which is easy to deploy and maintain.

 

 

The ability of UniAgent to integrate with multiple systems and offer a single sign-on and single screen access to the multiple systems offers tremendous value to the agent, and hence to the contact center operations by improving metrics such as average handle time and agent productivity.

 

 

Aman Basra, senior director, International Services Operations, at Consilium Software has commented that by demonstrating compliance through IVT, Consilium can now promote their products and technologies as Cisco Compatible. This informs prospective customers that Consilium has taken the appropriate steps to prove the interoperability of the solution. Customers faced with a choice between tested and un-tested products are likely to prefer the product that has gone through IVT.