Sold by: Consilium Software
Deployed on AWS
AI-powered agent desktop that unifies voice, chat, email, and SMS across multiple contact center platforms - reducing handle time with real-time suggestions, auto-summarization, and sentiment analysis
Overview
Image
Consilium Unified Agent Dekstop - Agent Screen
Image
Consilium Unified Agent Desktop - Login Screen
Image
Consilium UAD - Live Chat Translation
Consilium Intelligent Agent Desktop
Contact center agents lose productivity switching between disconnected tools, multiple screens, and siloed channels. Consilium Intelligent Agent Desktop solves this by delivering a single, AI-powered workspace that unifies voice, chat, email, SMS, and messaging interactions - while embedding real-time intelligence that reduces handle time and improves first-contact resolution.
Who It Is For
Designed for mid-market and enterprise contact centers in banking, financial services, healthcare, retail, telecommunications, and insurance. Whether you operate a 100-seat support team or a multi-site operation with thousands of agents, the platform scales to meet your needs.
AI-Powered Agent Assistance
- Real-time AI suggestions: During live interactions, AI analyzes conversation context and proactively suggests next-best actions, relevant knowledge base articles, and response templates - reducing handle time and improving first-contact resolution.
- AI-powered summarization: Automatically generates post-interaction summaries and populates CRM fields after each call or chat, eliminating manual after-call work.
- Real-time sentiment analysis: AI continuously monitors customer sentiment and surfaces live indicators to agents and supervisors, enabling proactive handling of escalating conversations.
- Real-time translation: AI-powered language translation allows agents to communicate with customers in their native language across chat and messaging channels.
- AI compliance monitoring: Real-time flagging of compliance-sensitive language during interactions for regulated industries such as financial services and healthcare.
- Intelligent routing: AI analyzes customer intent, sentiment, and history to route interactions to the best-matched agent or team.
No-Code Desktop Designer
The drag-and-drop, widget-based desktop designer lets administrators build role-specific layouts for agents, supervisors, and administrators without IT dependency. Create tailored views that match your exact workflows - no coding required.
CRM Integration
Deep integration with CRM platforms delivers real-time screen pop with full customer context, automatic interaction logging, and synchronized activity tracking. Agents see who is calling and why before they answer.
Real-Time Supervisor Tools
Live monitoring dashboards, quality evaluation scorecards, and in-session coaching tools give supervisors full visibility into agent performance and compliance adherence.
Industry Use Cases
- Banking: Fraud detection alerts, account inquiry handling, loan processing support
- Healthcare: Patient inquiry management, appointment scheduling, HIPAA-compliant interaction handling
- Retail: Order status, returns and refunds, loyalty program support
- Telecommunications: Billing inquiries, technical support, service upgrade handling
- Insurance: Claims processing support, policy inquiry handling, regulatory compliance
Cloud-Native Architecture
Built for speed and scalability, the platform supports multi-site and remote contact center deployments. Role-based access controls ensure users see only what they need.
Getting Started
To evaluate Consilium Intelligent Agent Desktop, request a guided demo or pilot program by contacting our team. Deployment includes tailored onboarding, configuration assistance, and integration setup to get your team productive quickly.
Visit <www.consiliumsoftware.com > to learn more or request a live demonstration.
Highlights
- AI-powered agent assistance that reduces handle time: real-time next-best-action suggestions, automatic post-interaction summarization that eliminates manual after-call work, live sentiment analysis for proactive escalation handling, AI-driven compliance monitoring for regulated industries like banking and healthcare, and real-time translation enabling agents to serve customers in their native language without multilingual staffing.
- No-code, drag-and-drop desktop designer that lets administrators build role-specific agent and supervisor layouts without IT dependency. Customizable widget-based workspaces adapt to any workflow - from banking fraud alerts to healthcare appointment scheduling - giving each team exactly the tools and customer context they need on a single screen.
- Unified omnichannel workspace consolidating voice, chat, email, SMS, and messaging into one interface with deep CRM integration for real-time screen pop, automatic interaction logging, and full customer context. Real-time supervisor dashboards provide live monitoring, quality evaluation, and in-session coaching across multi-site and remote contact centers.
Details
Sold by
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. Request a private offer to receive a custom quote. Sign in to view any offers that have been extended to you.
Legal
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
When you subscribe to Consilium Intelligent Agent Desktop, you gain a dedicated support partner committed to your long-term success. Our support ecosystem ensures smooth deployment, optimized performance, and continuous guidance.
24/7 Email Support
Our expert support team is available around the clock via email at support@consiliuminc.com . Whether you need troubleshooting assistance, configuration guidance, or integration help, we provide responsive resolutions to keep your operations running.
Priority Phone Support
For critical issues or urgent assistance, contact our priority support line for direct access to experienced specialists who understand your environment and business needs.
Support Portal
Access our support portal at <www.consiliumsoftware.com > for in-depth product documentation, FAQs, how-to videos, and user guides. Submit and track support tickets in real time with full visibility into the resolution process.
Onboarding and Deployment Assistance
New customers receive tailored onboarding including:
- Environment setup and configuration
- CRM integration and channel enablement
- Desktop designer training for administrators
- Agent and supervisor workflow training
- Go-live support and optimization review
Our team works with you through each phase to ensure your contact center is fully operational and your team is productive from day one.
Ongoing Optimization
Beyond initial deployment, we provide guidance on new feature adoption, workflow optimization, and scaling as your contact center grows. For refund requests or billing inquiries related to your AWS Marketplace subscription, contact support@consiliuminc.com .
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Similar products
Consilium Intelligent Agent Desktop is an AI-powered, omnichannel workspace for healthcare contact centers with EHR integration, real-time sentiment analysis, and intelligent routing.
AI-powered intelligent agent desktop for banks and credit unions with pre-configured KYC, loan servicing, and collections workflows plus core banking integration.
Consilium UniVCX Video delivers AI-powered video communication for contact centers with intelligent PII masking, smart routing, and seamless CRM integration.
AI-powered co-browsing platform enabling agents to guide customers in real-time with PII masking, annotation tools, and secure screen sharing for contact centers.
Customer reviews
No customer reviews yet
Be the first to review this product . We've partnered with PeerSpot to gather customer feedback. You can share your experience by writing or recording a review, or scheduling a call with a PeerSpot analyst.