Sold by: Consilium Software
Consilium UniVCX Video delivers AI-powered video communication for contact centers with intelligent PII masking, smart routing, and seamless CRM integration.
Overview
UniVCX Video by Consilium is an AI-powered video customer experience platform purpose-built for contact centers. Unlike general-purpose video conferencing tools, UniVCX Video embeds directly into your agent workflow - delivering intelligent, real-time video interactions that elevate customer engagement without requiring agents to switch between applications.
Why UniVCX Video Over Generic Video Platforms
UniVCX Video is architected specifically for customer care environments. While tools like standard video conferencing handle meetings, UniVCX Video provides AI-driven capabilities designed for support and service workflows - including intelligent PII masking that automatically detects and redacts sensitive information during live video sessions, and smart integration with your existing contact center routing logic.
Key AI-Powered Features
- AI-Driven PII Masking: Machine learning automatically identifies and masks personally identifiable information in real-time during video interactions, helping maintain compliance without manual intervention.
- Intelligent CRM Integration: Connects natively with contact center platforms and CRM systems, surfacing relevant customer context to agents during video sessions for faster resolution.
- Smart Virtual Backgrounds: AI-powered background replacement ensures professional, branded interactions regardless of agent location.
- End-to-End Encryption: All video sessions are secured with robust encryption protocols, safeguarding sensitive customer data throughout the interaction.
- Cross-Platform SDK (iOS/Android): Deploy video experiences across desktop and mobile with native SDKs, enabling customers to connect from any device.
- WCAG 2.1 Accessibility Compliance: Built to accessibility standards ensuring inclusive customer experiences.
Use Case: Banking - KYC and Identity Verification
A banking customer initiates a video call from their mobile app to complete identity verification. UniVCX Video routes the call to an available agent, automatically displays the customer's account context from the CRM, and activates AI-powered PII masking to redact sensitive document details visible on screen. The agent completes KYC verification in a single session without switching tools - reducing handling time and improving first-contact resolution.
Use Case: Healthcare - Remote Patient Consultation
A healthcare provider uses UniVCX Video to conduct remote patient consultations. The AI-driven PII masking ensures patient health information displayed during screen sharing is automatically protected, while end-to-end encryption maintains data security throughout the session. Clinicians can review documents face-to-face with patients without requiring an in-person visit.
Use Case: Retail - Virtual Personal Shopping and Returns
A retail brand deploys UniVCX Video to offer virtual personal shopping sessions and handle complex returns that benefit from visual confirmation. An agent connects face-to-face with a customer, views the item in question via video, and resolves the issue in real time - reducing return processing time and improving customer satisfaction without requiring a store visit.
Use Case: Insurance - Claims Review and Document Verification
An insurance claims adjuster uses UniVCX Video to conduct live document reviews with policyholders. AI-powered PII masking automatically redacts sensitive fields on shared documents, and the CRM integration surfaces the customer's policy details during the call. Adjusters close claims faster with fewer back-and-forth exchanges, improving both cycle time and policyholder experience.
Getting Started
UniVCX Video is designed for rapid deployment into existing contact center environments:
- Account Provisioning: Subscribe through AWS Marketplace and receive provisioning credentials.
- Integration Setup: Connect UniVCX Video to your contact center platform and CRM using provided APIs and SDKs.
- Agent Configuration: Configure agent profiles, virtual backgrounds, and routing rules.
- Go Live: Begin handling video customer interactions with AI-powered features active from day one.
Platform Requirements
- Desktop and mobile browser support
- iOS and Android native SDK available
- Internet connectivity required for real-time video
- Compatible with standard contact center infrastructure
Built for Enterprise Scale
Consilium Software, a Singapore-based company specializing in conferencing and communication software, built UniVCX Video to deliver consistent performance for enterprise contact center deployments. The platform supports cloud deployment and integrates with existing customer engagement infrastructure.
To schedule a personalized demo or discuss your deployment requirements, contact the Consilium team through the support channels listed below.
Highlights
- AI-Powered Contact Center Video - Unlike generic video conferencing tools, UniVCX Video is purpose-built for customer care workflows. AI-driven PII masking automatically detects and redacts sensitive information during live video sessions, while intelligent CRM integration surfaces customer context directly to agents. This eliminates application switching and enables faster resolution within a single video interaction.
- Enterprise-Grade Security and Accessibility - End-to-end encryption protects all video sessions, and AI-powered PII masking provides an additional automated layer of data protection beyond manual compliance processes. WCAG 2.1 accessibility compliance ensures inclusive experiences for all customers, meeting regulatory requirements for financial services, healthcare, and government use cases.
- Cross-Platform Deployment with Native SDKs - Deploy AI-enhanced video experiences across desktop browsers, iOS, and Android using native SDKs. Customers connect from any device while agents remain within their existing contact center interface. Smart virtual backgrounds powered by AI ensure professional, branded interactions regardless of agent location or environment.
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 subscribe to Consilium UniVCX Video, you gain access to comprehensive support designed to ensure successful deployment and ongoing operation of your AI-powered video platform.
24/7 Email Support Our support team is available around the clock via email at support@consiliuminc.com . Submit questions, troubleshooting requests, or guidance inquiries at any time.
Priority Phone Support For urgent matters, contact our dedicated support line for priority assistance with critical issues affecting your video operations.
Support Portal Access detailed user guides, FAQs, instructional videos, and submit or track support tickets at <www.consiliumsoftware.com >. The portal provides full visibility into ticket status and resolution progress.
Onboarding and Training New customers receive personalized onboarding sessions covering integration setup, agent configuration, AI feature activation, and best practices for video customer interactions. Training programs are tailored to your contact center environment and team requirements.
Refunds and Billing For billing inquiries or refund requests related to your AWS Marketplace subscription, contact support@consiliuminc.com with your subscription details.
Consilium is committed to building long-term partnerships. Our support services are designed to help you maximize the value of AI-powered video in your customer care operations.
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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