Singapore, Singapore (PressExposure) September 30, 2009 -- Consilium Software, the Unified Communications software company specializing in solutions for enterprises and contact centers, today announced a new version of UniAgentâ¢, an element of its flagship UNIâ¢ software suite, that allows contact centers to rapidly and cost-effectively deploy multi-level integrations with CRM & helpdesk applications. UniAgentâ¢ 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.
âTraditionally 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 SDKâs which are known to be protracted, resource-intensive and risk-prone approaches. UniAgentâ¢ shortens the project timelines and lowers the overall costs associated with implementing well-integrated unified contact center solutions,â 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 UniAgentâ¢ 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 UniAgentâ¢, 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.
Srikanth SESH Consilium Software Inc. firstname.lastname@example.org (+91) 98923 27167