Consilium Software Introduces AI-Powered UniCampaign for Cisco Contact Centers
Consilium Software has unveiled UniCampaign™ Outbound Intelligence, an AI-driven solution designed to enhance Cisco contact center platforms. The launch took place at WebexOne 2026 in Austin, where Consilium is a sponsor. UniCampaign™ integrates with Cisco Webex Contact Center, as well as on-premise solutions like Unified Contact Center Enterprise (UCCE) and Unified Contact Center Express (UCCX). The system uses customer, business, and operational data to determine the optimal engagement strategy, including the best time, channel, and whether AI or a human should handle the interaction.
Traditionally, outbound operations have focused on volume, but UniCampaign™ shifts the emphasis to decision quality. It transforms available data from CRM, billing, payments, and customer behavior into actionable insights. Pramod Ratwani, Founder & CEO of Consilium Software, emphasized that the next step in customer experience is intelligent orchestration, not just automation. The solution extends Cisco's platforms with AI recommendations, governance validation, and orchestration decisions.
UniCampaign™ offers five key intelligence capabilities: decision intelligence for prioritizing high-value opportunities, campaign intelligence for adaptive journeys, operational intelligence for real-time visibility, compliance intelligence for regulatory adherence, and execution intelligence for multi-channel engagement. The system resolves conflicts between AI models by weighing recommendations against business objectives and governance rules. For instance, it might choose SMS over a voice call for a high-value customer with an overdue payment, then schedule a follow-up call.
The solution is designed to drive business outcomes such as revenue recovery, right-party contact, agent productivity, cost efficiency, and compliance. It supports both cloud-based and on-premise deployments, preserving existing Cisco investments while meeting data-residency and regulatory requirements. Consilium's platform is SOC 2 Type II and ISO 27001:2022 certified, with support for GDPR and HIPAA compliance.