Consilium UniHub™ is an advanced AI Customer Experience (CX) suite designed to enhance Amazon Connect for enterprises, telecommunications companies, healthcare providers, and government contact centers. It simplifies the complexities of deploying Amazon Connect at scale by streamlining the setup of service accounts, Interactive Voice Response (IVR) workflows, and integrations with Amazon services and existing systems.

Simplifying Complex Integrations

While Amazon Connect is user-friendly, large-scale implementations require advanced skills and custom integrations to unify it with existing systems and processes. UniHub™ provides out-of-the-box solutions that reduce the need for extensive development, enabling organizations to leverage Amazon Connect efficiently.

Key Features of UniHub™:

• Comprehensive Campaign Management: Manage multiple campaigns across channels with features like digital campaigns, omnichannel support, campaign chaining, and a single pane of glass interface, optimizing customer engagement strategies.

• Seamless IVR Integration: Automate call routing with integrated IVR systems, allowing customers to interact with self-service options for improved efficiency.

• Advanced CTI Connectors: Integrate communication tools like phone systems and CRM platforms, enabling agents to handle customer interactions across multiple platforms without disruption.

• Call Recording and Post-Call Analysis: Record and analyze calls for performance reviews, compliance, and insights. Post-call surveys gather valuable customer feedback to identify areas for improvement.

• User Management and Infrastructure Oversight: Monitor and manage user access levels, infrastructure performance, and security from a centralized platform, ensuring smooth operations and safeguarding sensitive data.

• Agent Desktop (CCP) Integration: Streamline agents' work with a consolidated desktop interface, increasing productivity by simplifying access to tools and relevant customer information.

• Centralized Management: Control all aspects of contact center operations from a unified platform, simplifying administration, reporting, and performance management tasks.

• Single Pane of Glass Interface: Deliver a cohesive user experience by offering a consolidated interface that eliminates the need for multiple systems or windows.

• Omnichannel Communication Support: Manage customer interactions across voice, chat, email, and social media, providing consistent service across all communication channels seamlessly.

• Quality Monitoring: Evaluate customer interactions through comprehensive quality monitoring tools, ensuring agents consistently meet service standards and performance goals.

• Dashboard and Analytics: Access real-time analytics and insights into contact center performance, enabling data-driven decisions to optimize operations.

• Multi-Tenancy Support: Ideal for service providers and large enterprises, UniHub™ supports multi-tenancy, allowing segregation of data and configurations across different clients or departments.

• Auto Provisioning: Simplify the onboarding process with auto-provisioning of users and agents, reducing administrative overhead and accelerating deployment times.

Business Benefits of UniHub™:

• Increased Efficiency: Automate processes and streamline workflows, allowing your team to focus on delivering superior customer service. UniHub™ reduces manual tasks and enhances productivity.

• Improved Performance: Utilize real-time insights and comprehensive data analysis to enhance contact center operations and drive continuous improvement.

• Enhanced Scalability: Adapt and scale your contact center seamlessly in response to business needs. UniHub™ flexible architecture supports growth without traditional limitations.

• Cost Reduction: Consolidate your technology stack by eliminating the need for multiple tools, achieving significant cost savings and reducing complexity.

• Superior Agent Experience: Provide agents with a user-friendly interface and efficient workflows, improving productivity and job satisfaction.

UniHub™: The Definitive Solution

Through strategic collaboration with Amazon Web Services (AWS), Consilium UniHub™ elevates cloud-based Contact Center as a Service (CCaaS) solutions. By integrating AI-powered features and offering a unified platform, UniHub™ empowers enterprises to take full control of their operations, ensuring unparalleled customer experiences and driving business success.

Transform Your Amazon Connect Contact Center

Consilium UniHub™ addresses the challenges of deployments and integrations, making it easier than ever to enhance customer engagement and operational efficiency. We invite you to contact us to explore how UniHub™ can significantly contribute to your CCaaS objectives and help you deliver exceptional customer experiences.