Consilium Software has expanded its range of AI-powered applications for the Webex Contact Centre ecosystem. The company has introduced new offerings focused on quality management, voice automation, and visual customer engagement, with the launch of UniQM, UniASR and UniTTS, and UniVCX CoBrowse. All solutions are now available on the Webex App Hub for enterprise users in North America and Asia Pacific.
Quality management
The new UniQM platform brings real-time, AI-driven quality assurance and compliance monitoring to contact centres. UniQM provides automated scoring for every recorded call, analysing sentiment, compliance, and agent performance data. The platform produces searchable transcripts and AI-generated summaries to support audit and quality assurance processes. Dashboards unify voice, transcript, and screen capture data, while custom scorecards reflect organisational KPIs.
Consilium says the platform enables faster coaching and supports large-scale quality management across multiple communication channels by automating previously manual processes.
"At Consilium, we are committed to helping organizations transform every customer interaction through AI-powered innovation. With these new solutions, we're enabling contact centers to automate quality management, deliver smarter voice services, and create richer, more personal digital experiences so agents and customers can connect, resolve, and succeed faster than ever," said Pramod Ratwani, CEO, Consilium Software.
Voice automation
The company's enhanced UniASR (Automatic Speech Recognition) and UniTTS (Text-to-Speech) tools introduce new capabilities for voice-driven customer service. UniASR can transcribe conversations in more than 40 languages in real time, while UniTTS supports natural-sounding voice synthesis in over 30 languages. Both solutions are designed to recognise diverse accents and operate in noisy environments.
The AI features include live transcription, searchable conversation records, and intent detection for automated task routing. Intelligent voice bots support routine scheduling, payments, and inquiries on a 24/7 basis.
Digital engagement
UniVCX CoBrowse is Consilium's new offering for secure, real-time visual collaboration. The tool enables agents to guide customers through online processes via live co-browsing, without the need for any customer downloads. Features include automatic masking of sensitive data for privacy, compliance measures aligned with HIPAA, GDPR and PCI standards, and multi-device support for desktops, mobile, and tablets.
One-click session initiation is available via chat, email, or voice channels. Visual engagement analytics help organisations understand and optimise both digital journeys and agent performance.
Platform availability
All of Consilium's new applications integrate with the Webex Contact Centre suite and are accessed from the Webex App Hub. The technology has been deployed by organisations in more than 120 countries, spanning voice, video, and digital engagement channels.
Consilium Software holds certifications including SOC 2 Type 2, ISO/IEC 27001, and ISO 9001, supporting its strategy to address enterprise needs for security, compliance, and quality in customer engagement solutions.
