Consilium Intelligent Agent Desktop™ for Banking Contact Centers

## AI-Driven Intelligence Throughout the Agent Experience

Consilium IAD embeds artificial intelligence across the agent workflow. AI-assisted agent guidance provides real-time recommendations during customer interactions, helping agents navigate complex banking scenarios such as fraud escalation and compliance inquiries. Predictive analytics surface next-best-action suggestions, while natural language processing powers intelligent routing and automated intent detection across all channels. Machine learning models continuously improve interaction outcomes by analyzing historical patterns in customer behavior and agent performance.

## Why Choose Consilium IAD Over Horizontal Platforms

Unlike general-purpose contact center solutions adapted for financial services, Consilium IAD is architected from the ground up for banking workflows. Pre-configured templates for customer onboarding, KYC verification, loan servicing, credit card management, collections, regulatory reporting, and wealth advisory scheduling mean your team spends less time on customization and reaches production faster. Role-based layouts serve agents, relationship managers, collections teams, supervisors, and administrators with purpose-built views.

## Core Banking and CRM Integration

IAD integrates with leading core banking platforms including Temenos Transact, Infosys Finacle, and Oracle FLEXCUBE, as well as financial CRMs such as Salesforce Financial Services Cloud. These connectors provide agents with instant access to customer profiles, account details, interaction history, and product holdings - enabling personalized conversations and reduced handling time without switching between systems.

## Supervisor and Admin Capabilities

Supervisors gain real-time monitoring dashboards, AI-powered quality evaluation scorecards, and live coaching tools to maintain service levels and regulatory adherence. Administrators configure routing rules, granular access controls, audit trails, and performance reports for risk oversight and workforce planning.

## Security and Compliance for Regulated Environments

Consilium IAD features a compliance-ready architecture with granular role-based access control, full audit trails, data encryption in transit and at rest, and secure authentication aligned to banking industry standards. The platform supports regulatory requirements for data residency, information security, and financial services compliance frameworks.

## Key Capabilities

• AI-assisted agent guidance with real-time recommendations and next-best-action suggestions
• Unified omnichannel desktop for voice, chat, email, SMS, and messaging interactions
• Pre-built connectors for Temenos, Finacle, Oracle FLEXCUBE, and Salesforce FSC
• Banking-specific workflow templates for KYC, loan servicing, collections, fraud detection, and onboarding
• Predictive analytics and intelligent automation for improved first-call resolution
• Real-time supervisor monitoring, AI-powered quality review, and agent coaching
• Customizable widgets for balance inquiry, case management, knowledge base, and fraud escalation
• Scalable deployment for multi-branch, multi-region banking operations

## Evaluation and Getting Started

Consilium offers a no-cost pilot program so your team can experience IAD in your banking environment before committing to a full deployment. The pilot includes configuration of your core banking connectors, sample workflow templates, and a limited agent group to validate the solution against your operational requirements.

Typical implementations move from kickoff to first live interactions within 4-6 weeks depending on integration complexity. Contact our team to schedule a personalized demo and discuss pilot scope tailored to your institution.

## Prerequisites

• Active AWS account with Amazon Connect instance (for telephony integration)
• API access credentials for your core banking platform or CRM
• Minimum 10 named agent seats
• Supported browsers: Chrome, Edge, or Firefox (latest versions)