Consilium UniRSM is designed for Cisco Unified Contact Center Enterprise (Unified CCE and Packaged CCE) environments to provide phone-based real-time monitoring and coaching functions for remote supervisors and managers, as well as organizations with outsourced contact centers.
Silent monitoring is commonly used by contact center supervisors to listen in on live conversations between an agent and a customer (the agent and customer do not hear the supervisor), and coaching or whisper coaching is used when a supervisor needs to assist an agent during a customer conversation (converse with the agent without the customer hearing, while the supervisor and agent can both hear the customer). With Consilium UniRSM, silent monitoring and coaching can be done remotely, by dialing in from any phone in the world, without a network connection to the Cisco environment, providing an essential quality control and training tool to monitor agents' performance and give them real-time feedback and help as they serve customers.
