Sold by: Consilium Software
Deployed on AWS
Consilium UniHub™ is a unified AI CX suite for Amazon Connect that delivers campaign management, CTI connectors, analytics, and omnichannel support for enterprise contact centers.
Overview
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Dashboard
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Campaign
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Provisioning
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Post Call Analysis
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.
Why UniHub Over Alternatives
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. Unlike generic CCaaS overlays, UniHub delivers pre-built CTI connectors for major CRM, helpdesk, ITSM, and ERP platforms, native multi-tenancy with tenant-level data isolation, and campaign chaining capabilities - all purpose-built for Amazon Connect's architecture.
Key Features
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Comprehensive Campaign Management: Manage multiple campaigns across voice, chat, email, and social media with digital campaigns, omnichannel support, campaign chaining, and a single pane of glass interface.
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Advanced Dashboard and Analytics: Access real-time and historical analytics covering queue performance, agent activity, comparative analytics across time periods and teams, workforce forecasting, and capacity planning - all from a unified dashboard.
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Seamless IVR Integration: Automate call routing with integrated IVR systems, allowing customers to interact with self-service options for improved efficiency.
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Advanced CTI Connectors: Pre-built connectors integrate communication tools including phone systems, CRM platforms, helpdesk, ITSM, and ERP systems - enabling agents to handle interactions across multiple platforms without disruption.
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Call Recording and Post-Call Analysis: Record and analyze calls for performance reviews, compliance, and insights. Post-call surveys gather customer feedback to identify improvement areas.
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Multi-Tenancy Support: Purpose-built for service providers and large enterprises, UniHub supports multi-tenancy with segregation of data and configurations across different clients or departments.
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Auto Provisioning: Simplify onboarding with auto-provisioning of users and agents, reducing administrative overhead and accelerating deployment.
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Agent Desktop (CCP) Integration: Streamline agents' work with a consolidated desktop interface, increasing productivity by simplifying access to tools and relevant customer information.
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Quality Monitoring: Evaluate customer interactions through comprehensive quality monitoring tools, ensuring agents consistently meet service standards.
Implementation Path
UniHub is designed for rapid deployment on Amazon Connect. The typical implementation follows these phases:
- Discovery and Planning - Requirements gathering, integration mapping, and tenant configuration design.
- Provisioning and Configuration - Auto-provisioning of users, IVR workflow setup, and CTI connector configuration.
- Integration and Testing - Connection to existing CRM, ITSM, and ERP systems with validation testing.
- Go-Live and Optimization - Production deployment with real-time monitoring and iterative tuning.
Personalized onboarding sessions and training programs are included to ensure smooth implementation.
Use Case: Multi-Site Healthcare Contact Center
A multi-site health system can leverage UniHub's multi-tenancy to isolate patient data across departments and locations while using IVR integration to route patient calls to the appropriate care team. Campaign management enables proactive outreach for appointment reminders and follow-ups across voice and digital channels, while quality monitoring ensures compliance with healthcare communication standards.
Business Benefits
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Increased Efficiency: Automate processes and streamline workflows with auto-provisioning and centralized management, allowing teams to focus on delivering superior customer service.
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Improved Performance: Utilize real-time insights from the comprehensive dashboard - including forecasting and comparative analytics - to drive continuous improvement.
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Enhanced Scalability: Adapt and scale your contact center seamlessly. UniHub's flexible architecture supports growth across multiple tenants and channels.
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Cost Reduction: Consolidate your technology stack by replacing multiple point solutions with a unified platform.
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Superior Agent Experience: Provide agents with a consolidated CCP interface and efficient workflows, improving productivity and job satisfaction.
Evaluation Options
Contact us at sales-support@consiliuminc.com to schedule a personalized demo and explore how UniHub can enhance your Amazon Connect contact center operations.
Highlights
- Purpose-Built Amazon Connect Integration That Eliminates Custom Development: UniHub provides pre-built CTI connectors for CRM, helpdesk, ITSM, and ERP systems alongside automated IVR workflow setup and auto-provisioning - replacing weeks of custom integration work with out-of-the-box connectivity.
- AI-Powered Campaign Management with Native Omnichannel and Campaign Chaining: Manage outbound and inbound campaigns across voice, chat, email, and social media from a single interface. UniHub's campaign chaining capability links sequential campaigns automatically, enabling multi-step customer journeys without manual intervention. The single pane of glass interface provides unified visibility across all active campaigns, channels, and engagement metrics for data-driven optimization.
- Enterprise-Grade Multi-Tenancy with Centralized Operations and Real-Time Analytics: UniHub supports tenant-level data isolation for service providers and multi-department enterprises. The comprehensive dashboard delivers real-time monitoring, historical reporting, comparative analytics, workforce forecasting, and capacity planning.
Details
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Deployed on AWS
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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 choose Consilium UniHub, you gain access to a dedicated support system designed to help you maximize the value of your deployment.
Support Channels
24/7 Email Support: Our support team is available around the clock to assist you via email at support@consiliuminc.com . Whether you have questions, need troubleshooting, or require guidance, our team is ready to help.
Priority Phone Support: For urgent matters, contact our dedicated support line for direct assistance from our technical team.
Support Portal: Visit our support portal at <www.consiliumsoftware.com > to access detailed user guides, FAQs, and instructional videos. The portal also allows you to submit and track support tickets, providing full visibility into the resolution process.
Onboarding and Training
New customers receive personalized onboarding sessions and training programs tailored to their specific environment. Our team works with you to ensure smooth implementation, covering service account setup, IVR workflow configuration, CTI connector integration, and user provisioning.
Ongoing Partnership
At Consilium, we believe in building long-term partnerships with our customers. Our support services are designed not just to solve problems, but to help you optimize your contact center operations continuously. For refund requests or billing inquiries related to your AWS Marketplace subscription, contact us at 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.
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