Consilium SoftwareCisco Contact Center SolutionsPlus Products‘CS-APPS’ on Cisco Commerce

Consilium at a GlanceConsilium FactsWhat we doEstablished2007Consilium develops and delivers enterprisesoftware for unified communications (UC)and contact centers to powertransformative Customer ExperienceManagement (CEM)Singapore-owned Company10 years as a Cisco partnerIndia-based Development Center100 country installed baseAmericas: Consilium Software Canada,TorontoTaiwan (2008)OtherLocations30 years in the CC business1000 customers200,000 licenses shipped1st to deploy 2,000 agent Cisco CRM connector1st to deploy Cisco UCCE under Cisco ELACanada (2012)1st rollout of Cisco Packaged CCEAustralia (2013)1st to launch CCE Outbound API based productsThailand (2013)Indonesia (2017)Our software adds CRMintegration, service automationand insight to leadingcollaboration technology vendors.UniCloud UniAgent UniCampaign UniDashboard UniRSM 10 employee locations worldwideMalaysia (2011)Philippines (2016) 1st S Partner for Collaboration and CC products1st globally with Cisco UC and CC provisioning

Consilium Uni Portfolio for UC, Collaboration and Contact CentersCloud Fulfilment & Provisioning Contact Center CollaborationConsilium Uni SuiteUniCloud Cloud fulfillment,provisioning and serviceautomation platform forUCaaS and CCaaSOutbound ContactManager for list andcampaign management(LCM)UniCampaign CRM Connector for CTI toSalesforce, MicrosoftDynamics, Siebel,ServiceNow, BMC Remedyand major CRMsUniAgent UniXpertUniAgent ONE UniMobile Blended UniAgentUniCampaign Bundlefor inbound CTI,outbound CTI andLCMUniAgent UniCampaign ComboReal-time agentperformancemonitoring, reportingand floor managerfor supervisors andmanagersUniDashboard UniDashboard EliteUniInsightCUDAQuality control andtraining tool toremotely monitoragents’ performanceand coachUniRSM

Consilium OrganizationParent CompanyCONSILIUM SOFTWARE INC (PTE.) LTD., SingaporeSubsidiaries Consilium Software Pvt. Ltd., India Consilium Innovation Technology Labs Private Limited, India Consilium Software Canada Inc., Canada Consilium Software (Thailand) Co., Ltd., ThailandForeign Branches Consilium Software Inc (Pte) Ltd (Taiwan Branch) Consilium Software Inc (Pte) Ltd, MalaysiaOther Locations Australia Indonesia PhilippinesConsilium locations

ConsiliumCisco Compatible Products

Consilium Software Apps (CS-APPS) Orderable from Cisco CommerceDiverse contact center solutions portfolio for Cisco UC, CCE and CCXTOP REASONS TO CONSIDER CONSILIUM1.Ease transition from competitive solutions2.Products designed for blended contact centers:inbound outbound3.Lower cost for customizations4.Agility in aligning with the latest in Ciscoproduct releases CS-APPS ADVANTAGESFOUNDATION CISCO TECHNOLOGIESOUTCOMES TO EXPECT Complement Cisco outbound optionswith industry-standard features Tap strong outbound features in blendedcombo Ready-made CRM connectors Add monitoring and reporting, includinglike-for-like Provision, administer and manage UCand CC from one unified toolBuild a complete suite of flexible,customizable and scalable solutions tomeet every contact center requirementwith one solution providerCUCM, CUC (Unity Connection) and CUPS (Presence) with standard CiscoAPIsUCCX, PCCE and UCCE and standard Cisco APIs Agent productivity and customersatisfaction benefits with CRM connectors Optimization of resources and costcontrol with monitoring and reporting Single-pane-of-glass management ofCisco UC and CC Collaboration One vendor for lower cost and better,faster and controlled outcomes

ConsiliumUni Product Framework for Cisco

ConsiliumUniCampaign Outbound Contact ManagementEnhances Cisco outbound contact centercapabilities by introducing automated andcentralized campaign and list management

Consilium UniCampaign : Compatibility and Key FeaturesUCCX orUCCE, PCCE, or HCS-CCConcurrent, perpetual license foreach Cisco Outbound portOutbound features to match andbeat Genesys, Aspect and AvayaRegulatory and policy complianceUniCampaign SaaS license option available Campaign Management (Add, edit, delete, retrieve and assigning skills) Integration with Salesforce, Microsoft Dynamics CRM and other sourcesfor lead list Multi-channel Outbound Campaign (Voice, Email, and SMS) Import Lists with Multiple Sources – Local directory, FTP, Scheduleddownload, Recursive and CRM User Management for role-based user access Personal Call Back (PCB) – single or bulk import Holiday Management – disables dialing on configured enabled holidays Duplicate Records Filtering Custom Do Not Call List (DNC) – single or bulk upload Dialer level scrubbing for DNC contacts Audit Trail Callback Management (CBM) based on Finesse wrap-up codes and callresult Query rules based filtering for lead list Multi-tenancy Callback Manager Outbound After-Call Survey (ACS)

UniCampaign Screenshots

IntegrationUniAgent BlendedInteractionsInbound Contact ManagementProductized CRM integrations to Cisco UC and contactcontact center solutions for Salesforce, MicrosoftDynamics, Oracle Siebel, ServiceNow, BMC Remedyand more

Consilium UniAgent Compatibility and Key FeaturesUCCX orUCCE, PCCE, HCS-CCor CUCM Single Sign-on (SSO) Simplified call control user interface for agents Agents have customer data on screen along with every call Activity history logged in the CRM for all calls: inbound, outboundand manual outbound Concurrent, perpetual user license likeCiscoUniAgent Cost-effective professional services feesand conference Agents can enter call wrap-up codes, notes and case / contacttagging and save it in the CRMAgile in enhancementsSaaS license option availableAgents can see each others’ presence for more efficient transfer Recent call list (CAD-equivalent) Outbound context data Fetch & Dial: Fetch outbound records in a click Omni-channel interaction and social media integration Cisco Context Service, Task Routing and Universal Queue to delivercontextual, continuous and capability rich journeys Voice recording controls (start, pause, & resume) built into UniAgentAbility to attach metadata using call notesRepresentative feature list for Salesforce CRM connector

ConsiliumUniAgent Sub solutions for CiscoFinesse (Gadget) and Mobile Agent

Consilium UniAgent Xpert A light weight CRM CTI connector embedded within Cisco Finesse as gadget, which has CRM layer to bring up any CRM data based oncall events being triggered from Contact Center side.Consilium on Cisco Finesse: Leverage standard Cisco FinesseAgent DesktopCRM Screen Pop – better customer experience as customeridentification step is instant, lower AHTFaster implementationLess CRM-side expertise needed as the CRM UI remainsunchangedIT friendly – simplicity of architecture and standard Cisco TACsupport for Finesse Agent Desktop

Consilium UniAgent Mobile UniAgent Mobile App is a Finesse based native app for Android and iOS The Cisco Unified Mobile Agent feature enables an agent using any PSTN phone and abroadband VPN connection (for agent desktop communications) to function just like aUnified CCE agent sitting in a formal call center UniAgent Mobile provides a mobile app as the agent user interface. It is part of theConsilium mobile contact center solution based on Cisco Unified Contact CenterEnterprise (UCCE)

Consilium UniAgent ONEAgent using Salesforce1 and Cisco Jabber/SIP can now make a call to the customer through their mobile using UniAgent ONE.Use CasesUniAgent ONE An ideal tool for field sales and managers on the move. Using UniAgent ONE, these Mobile staff can approve quote, accept customer PurchaseOrder, raise Sales order etc. Different versions of this tool being introduced which gives an option ofusing Cisco Jabber or Third Party SIP Dialer Phone and gives more agility toSales staff in terms of using any one as an option while getting connectedto Customers. Mobile staff can reach customers at any time to resolve their querieswhich helps in increasing productivity and efficiency of Staff members andresults in increased customer satisfaction.

ConsiliumUniDashboard EliteReal-time Monitoring & Command CenterProvides multi-level views of key metricsand analytics for Cisco contact centerssolutions

Consilium UniDashboard Elite CompatibilityUCCXorUCCE, PCCE, HCS-CCUniDashboard Elite Concurrent, perpetual userlicense like Cisco CCX/CCERuns in a browser on a wallboard,desktop, mobile or tabletOptimized for low networkbandwidth usageFeatures to ease migrations fromAvaya Multi skill stats selection added KPI Builder enhanced Email Statistics added Personalized views of contact center metrics Contact center KPI builder through configuration Configurable thresholds for select KPI’s Last one-hour statistics Floor Manager view with agent-specific drill-down Filter based on skill groups, status and name search Graphical view options for snapshots Role-based user access Responsive UI for auto-switching between desktop and mobilefriendly views CAD-equivalent reports to ease migration to Finesse

UniDashboard Elite Floor ManagerKPI BUILDERFloor Manager provides a panoramic view of contact center agent status and performance

UniDashboard Elite – Custom Dashboard Designer ToolAdmin can designcustom dashboard basedon the businessrequirements and theKPIs that are required tobe displayed/captured

ConsiliumUniCloud Unified Cloud Fulfillment PlatformA single platform for enterprises and service providersto provision, manage and automate the delivery of UCand CC solutions to end-users

Consilium UniCloud Compatibility and Key FeaturesUCCXPCCECUCMCUC(Unity Connection)Day 0Natively designed for traditional, non-HCSCisco architecturesDay 1 Tenant On-boarding Provisioning users and devices Department creation Virtual Infrastructure Readiness (Shared/Dedicated) Creation of Standard Masters like Partitions, Calling SearchSpace, Regions, etc. Dial plan management Provisioning UC for each Tenant End User (Bulk ProvisioningMode) Provision CC for each Tenant (Bulk Provisioning mode)UniCloud Fast, high-volume onboarding of UC and CCusers using templates; on-premise to cloudmigrationSingle-pane-of-glass management:Provision, administer and manage UC andCC from one unified toolIndustry’s most powerful Consilium RESTAPI’s for UC and CC ProvisioningDay 2 Self Care Speed dial presets Message Waiting Indication Voicemail PIN reset International Dialing controls Do not disturb Call forwarding/waiting Caller ID privacycontrol Distinctive ringing Music on hold Selective call forwarding/acceptance/rejection Click-to-listen voicemail integration Voicemail configuration MACD automation UC: manage users, devices, extensions and dial plans CC: manage agents, skill groups, teams, attributes, agentdesk settings, etc.

ConsiliumUniRSM Remote Silent MonitoringEnhanced Remote Silent Monitoring and WhisperCoaching for Cisco UCCE-CVP environments

Latest Product: Consilium UniRSM Replaces Cisco RSMWhat’s New in UniRSM UCCE, PCCE, or HCS-CCUniRSM What Exists Today in Cisco RSMNew architecture overcomes reliance on RTSP – no moreaudio streaming delaysRTSP (prone to delays) used to stream the monitoring callbetween the IVR and RSM call legsWhisper Coaching feature – silently monitor or switch tocoaching modeCoaching mode not available, whereas it is a standard inAvaya and competitors’ solutionsMonitor multiple calls in the same login session – returnto main menu after each sessionOne call can be monitored in one session, after which theuser needs to dial and re-authenticateMonitor from the beginning of call by selecting an agenteven when not talkingAn agent can be monitored only when taking a call, hencecan’t be monitored from the start of the callFully HA solution with failover across CCE interfaces, RSMapplication and database elementsNo failover redundancy with CVPSupports CVP VVB (Visual Voice Browser) in addition toVXML gatewaysNo support for VVBWeb-based reporting for all monitoring activity andAdministration Portal for all system configsNo reports on how RSM was used, and no admin portal(changes difficult or need reinstallation)Windows and Linux operating systems supported forinstalling UniRSM Only Windows operating system supportedWhy Contact Centers Need Remote Silent Monitoring (RSM)?Remotely monitor or coachfrom any mobile or landlinein the world by calling intothe UniRSM IVRRSM is an essential quality control and training tool to remotely monitoragents’ performance and give them real -time feedback and help as theyserve customers.While Finesse Supervisor Desktop (FSD) provides the capability to silentmonitor and coach for those on the network, RSM allows these functionsto be performed over phone by dialing in from any location.

How to Order Consilium Products on Step 1 Search for CS-APPS in Cisco Commerce Workspace (CCW) Ordering Tool Select the SKU. Choose SKU(s) for Concurrent User Licensing Initial License Purchase: Suffix is -LIC in SKU list Add-on License Purchase: Suffix is -ADDON in SKU list Or, choose SKU(s) for SaaS Licensing Suffix is -SAAS in SKU list SKU for non-standard configurations CS-UNI-OPN All SKU’s include 12 months Consilium Software Support ServiceStep 2 Contact Consilium at [email protected] for professionalservices pricingFAQ’s: q

SKU’s by Cisco Product Compatibility – Standard LicencingCisco ProductConsilium UniRSM Consilium UniCloud Consilium UniAgent Remote SilentMonitoringProvisioning andManagementCRM connector forSalesforce (SFDC),Microsoft Dynamics,Siebel, ServiceNow,BMC Remedy andmajor CRMs as perOrdering GuideConsiliumUniCampaign Consilium UniAgent UniCampaign ComboConsiliumUniDashboard Outbound ContactManagement (OCM)Blended CRMconnector and OCMbundleReal-time Reportingand Floor Manager forAgents, Supervisors,Managers andWallboard S-UA-LCM-COMBOLICCS-COMBO-LIC LICCS-COMBO-LIC LICCS-COMBO-LIC ECS-UNIRSM-CE-LICWhat's included in each SKU?Concurrent user / port license & 12 monthsConsilium Software Support ServiceCS-UNICLOUD-LICWhat do you need to order separately?Consilium Professional Services (PS):Contact [email protected] for a quotation (PSquote is direct from Consilium to Partner)Need to quote multi-year Support Service?Use SKU: CS-UNI-SUP-1YContact [email protected] withyour BOM to obtain the Qty you should order

SKU’s by Cisco Product Compatibility – SaaS LicensingCisco ProductConsilium UniCloud Consilium UniAgent Consilium UniCampaign Provisioning andManagementCRM connector forSalesforce (SFDC) orMicrosoft DynamicsOutbound ContactManagement SConsilium UniAgent UniCampaign ComboBlended CRM connectorand OCM bundleConsilium UniDashboard Real-time Reporting andFloor Manager for Agents,Supervisors, Managers andWallboard UsersCUCCUCMWhat's included in each SKU?Concurrent user / port license & 12 monthsConsilium Software Support ServiceWhat do you need to order separately?Consilium Professional Services (PS):Contact [email protected] for a quotation (PSquote is direct from Consilium to Partner)Need to quote multi-year SaaS deal?Simply multiply the original SKU Qty by thenumber of years (e.g., if 10 units for 1-year, itwill be 30 units for 3 years)

Consilium Software Apps: In SummaryOne S Provider for all Cisco CC apps: Most complete suite of contact center andcollaboration products from any Cisco SolutionsPlus vendor. Products proven over10 years in helping partners achieve better, faster and controlled outcomesCompete better: Pair Consilium apps with Cisco to overcome feature gaps againstGenesys, Avaya and AspectBundle and sell: Combine the Consilium SKU’s you need to quickly create provenend-to-end solutions, all with Cisco order fulfillmentContain costs: Competitive products and services pricing; outright purchase byconcurrent user matches Cisco’s licensing model, or use SaaS modelDeliver faster: Agility and cost-effectiveness in customizations and productenhancements keeping up with Cisco releasesGlobally deployed and proven: Proven, highly-scalable architecture deployed inlarge enterprises with complex contact center requirements across 100 countries

Contacts and ReferencesConsilium Website:www.consiliuminc.comEmail us for ordering and presalessupport:[email protected] up to locations