New Version of Consilium UniAgent™ Simplifies Unified Communications for the Contact Center

Singapore -- (SBWire) -- 10/02/2009 -- Consilium Software, the Unified Communications software company specializing in solutions for enterprises and contact centers, today announced a new version of UniAgent™, an element of its flagship UNI™ software suite, that allows contact centers to rapidly and cost-effectively deploy multi-level integrations with CRM & helpdesk applications. UniAgent™ has pre-built CTI & CRM connectors that provide the ability to integrate and exchange data with existing business applications, enabling customers to gain true business value from the move to Unified Communications.

“Traditionally integrations available as packaged applications from contact center vendors have been limited and expensive. And not many organizations have the resources to undertake custom development using middleware or SDK’s which are known to be protracted, resource-intensive and risk-prone approaches. UniAgent™ shortens the project timelines and lowers the overall costs associated with implementing well-integrated unified contact center solutions,” said Aman Basra, Senior Director, International Services Operations at Consilium Software. To support this, Consilium Software has developed the broadest set of integration capabilities in the industry, providing plug-and-play flow of call- and business-data between contact center solutions and leading CRM applications such as BMC Remedy, Pivotal, Siebel and salesforce.com.

Seamless transfer of information between systems achieved using UniAgent™ improves customer satisfaction through higher first call resolution (FCR), widely agreed as the most important metric in determining a contact center's overall operating performance. Higher agent productivity, by automating and streamlining tasks using UniAgent™, results in improved customer service metrics: reduced average handle time (AHT) and better average speed of answer (ASA.) A recent Gartner survey ranked improving productivity as one of the top business issues facing executives today.

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. Powered by communications convergence, collaboration and customer interaction optimization software, Consilium’s solutions enable companies to improve communication flows, transform business processes and increase business efficiency. Consilium professional services uniquely helps clients get business results fast by focusing on their requirements first, creating solutions using the best and most appropriate technologies, and providing the finest technical services. Consilium’s own UNI™ range of products minimize the implementation fees and risk that many Unified Communications applications require. Providing cross-platform compatibility with our alliance products and enhanced feature sets, solutions built on Consilium’s UniPresence™, UniAgent™, UniQM™ and UniInsight™ products contain all the elements needed for enterprise unified communications, customer interaction management and business intelligence. Headquartered in Singapore, in the heart of the Asia Pacific region, Consilium has significant presence in India, Greater China and the ASEAN region. For more information, visit http://www.consiliuminc.com.

Srikanth SESH
Consilium Software Inc.
ssrikanth@consiliuminc.com
(+91) 98923 27167