Consilium Software Delivers Better Customer Engagement with Next-Gen Video Collaboration Platform, UniVCX 8.0

By Greg Tavarez January 10, 2024

Customers today yearn for frictionless journeys across the entire spectrum of touchpoints they have with brands, be it browsing online, chatting with an agent, or visiting a physical store. This means no clunky transitions, data silos or inconsistent service. They expect everything to flow effortlessly while recognizing their preferences and needs regardless of channel.

Consilium Software, a provider of unified communications and contact center solutions, is tackling this demand head-on with the release of UniVCX 8.0, which is expected to deliver a smooth transition to video-powered customer engagement, eliminate friction and maximize existing investments.

UniVCX 8.0 feature set includes real-time WebRTC video and voice calling; co-browsing, file sharing; and annotation tools; End-to-end encryption and WCAG 2.1 compliance; as well as AI chatbot integration. Reliable connections foster genuine human interaction, building trust and rapport with customers. Real-time collaboration allows agents to guide customers through complex tasks, troubleshoot issues and share visual information with ease. And UniVCX 8.0 safeguards customer data and ensures inclusivity for all, while AI automates routine tasks to allow agents to focus on personalized, high-touch interactions.

Other features include supervisor post-call surveys to gain valuable insights into customer experiences and agent performance, agent video chat support and biometric authentication. Secure user onboarding through ID document verification and facial recognition ensures legitimacy, particularly valuable in sensitive sectors like healthcare.

“UniVCX 8.0 represents a leap forward in the video collaboration landscape,” said Pramod Ratwani, founder and CEO of Consilium Software. “Our commitment to accessibility and inclusivity is reflected in our customer interfaces, which are designed to meet WCAG guidelines and ensure compatibility with JAWS for Kiosks screen reading software. Additionally, our UniVCX biometric authentication technology enables secure user onboarding through ID documents and facial recognition checks, ensuring the legitimacy of identity during medical consultations.”

Consilium Software's UniVCX 8.0 is more than just a video collaboration platform; it's a game-changer for the customer engagement landscape. Its integration, features and focus on accessibility and security make it one of the ideal solutions for businesses that want to elevate their customer interactions and build lasting relationships.

Learn more about how to deliver better customer engagement at Future of CX Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida. At Future of CX Expo, part of the #TECHSUPERSHOW, discuss the latest research and development in the CX field and tools needed to launch applications of future of CX in a range of industries.

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

ITEXPO Keynoter: 'GenAI Comes with the Good, the Bad and the Ugly'

During a keynote presentation at ITEXPO 2024, Kate Soule, program director for generative ai research, IBM, discusses how to put AI to work for the enterprise.

Read More

Startups Pitch Visions of the Future at IDEA Showcase

The IDEA Showcase at ITEXPO 2024, part of the #TECHSUPERSHOW, is a chance for startups to present their pitches before a group a judges.

Read More

AVANT's Lydecker: 'You Fall Behind if You Do Not Evolve at the Speed of the Market'

"Evolocity, the Future is Here." Drew Lydecker, president and co-founder, AVANT, spoke during a keynote presentation at ITEXPO 2024 to elaborate on what that means for the enterprise.

Read More

GSMA and IBM Join Forces to Boost AI Adoption and Skills in Telecoms Sector

GSMA and IBM announced a new collaboration that will feature two key initiatives: the GSMA Advance's AI Training program and the GSMA Foundry Generative AI program.

Read More

Reimagine Workspaces, Reimagine Work and Use AI as an Assistant for Collaborative Offices

Reimagine workspaces, reimagine work and utilize AI as an assistant to get offices ready for this new generation of employees.

Read More