Consilium Software Inc.

Predictive Intelligence for Proactive CX

Customer issues should not be discovered after they escalate.

Consilium Software’s Predictive Intelligence helps identify customer dissatisfaction, compliance risk, escalation probability, and coaching opportunities before they impact the customer experience.

The result: teams can act earlier, support agents better, reduce risk, and protect outcomes in real time.

Journey Analytics & Learning

Every customer journey creates signals that can make the next interaction smarter.

Consilium Software uses journey analytics across containment, transfers, FCR, sentiment recovery, SLA performance, and CX outcomes to continuously improve decisioning.

The result: smarter routing, better service recovery, stronger performance, and customer experiences that improve with every interaction.

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Unified Agent Experience

Agents should not have to switch screens to serve customers faster.

With Consilium Software, context, summaries, guidance, knowledge, and next-best action appear directly inside the desktop agents already use — helping teams stay focused, productive, and informed during every interaction.

One workspace. Complete context. Faster resolution.

Consolidating a post-merger contact centre supporting 18,000+ agents is one of the complex operational challenges in enterprise CX, especially when four separate collaboration environments are still running independently, each with its own blind spots.

A major US telecom provider faced exactly that: no centralised supervisory visibility, no unified customer view, and a 5G expansion roadmap waiting on a platform that couldn’t yet support it.

Consilium deployed a single enterprise supervisory layer across all four clusters, simultaneously:

· AI-enabled remote monitoring with whisper coaching, so supervisors can monitor, barge, and coach from one interface, enterprise-wide.

· A 360° customer and agent view, unified across every cluster.

· Automated call scoring, standardising quality management across every site.

The outcome: every blind spot eliminated, every site under one governed framework, and a platform built for 5G-scale growth.

True Ex*****on

Customer engagement becomes fragmented when voice and digital channels operate in silos.

Consilium Software enables true omnichannel ex*****on by orchestrating , , , , and from a single, unified list management layer.

The result: connected outreach, reduced operational silos, and less customer message fatigue.

One list. Every channel. Smarter engagement — with Consilium.

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One Intelligence Layer. Every Customer Journey.

Consilium Software connects , intelligent routing, agent assistance, supervisor intelligence, and journey analytics into one real-time orchestration layer.

It listens. Understands. Decides. Acts.

So every customer interaction moves toward the best next outcome.

One layer. Complete context. Better outcomes — with Consilium.

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Consilium UniCloud™ — CX Automation Made Simple

Managing users, access, numbers, endpoints, and CX services across multiple platforms is still too manual.

UniCloud™ changes that by automating and orchestrating the CX service lifecycle across HR, identity, contact center, telephony, validation, and monitoring.

Cloud, hybrid, or on-prem — faster provisioning, less manual effort, and better control.

43% of CX leaders name improving agent performance as a top priority.

Separately, 34% cite regulatory complexity and compliance pressure as a top internal challenge. Traditional supervision typically reviews a call after it ends, not while it's happening.

Consilium UniRSM™️ moves supervision into the conversation itself:

· Sees It Live: Sentiment and compliance risk are flagged the moment they emerge, not discovered in a post-call review.

· Coaches In the Moment: Supervisors step into any call silently or through whisper coaching, without the customer ever knowing.

· Works From Anywhere: Silent monitoring, whisper coaching, and screen monitoring all work from a browser or remotely from any phone.

· Agents Can Ask, Too: Agent Buddy tools let agents proactively request coaching assistance.

The payoff: escalations resolved 4x faster, agent ramp-up cut in half, and 100% live visibility across every conversation.

🔗 Book a demo to see it in action

AI Decision Intelligence for Supervisors

Supervisors should not have to rely on guesswork when deciding which interaction needs attention.

Consilium Software’s AI Decision Intelligence continuously evaluates live conversations and recommends the next-best supervisory action — whether to coach, intervene, escalate, or continue monitoring.

The result: supervisors act faster, prioritize better, and focus on the moments that matter most.

AI-recommended priorities. Smarter supervisory action. Better CX outcomes.