The problems Tessera CS
solves
This product was built to solve the recurring operational and development challenges found in real environments like the ones below.
An omnichannel customer support console that handles inquiries from every channel — email, web chat, KakaoTalk, LINE, phone, and reviews — in one inbox, operating SLA, sentiment, and automation in real time. Existing solutions were either not operator-friendly or built in a way that piled up maintenance costs. UNISYS redesigned this into a product that's owned all the way through operations.
Key Features
The core features Tessera CS provides. Every feature is delivered in an operable form.
Omnichannel inbox
Handle inquiries from email, web chat, KakaoTalk, LINE, phone, and reviews as tickets in a single inbox. A Socket.IO real-time queue reflects new, status-change, assignment, and escalation events instantly.
Permissions · Multi-tenant · Audit log
Built-in tenant-level data isolation and role-based access control (RBAC), with every change automatically recorded in an audit log (PermissionsGuard / AuditInterceptor).
SLA · Sentiment analysis
Tracks ticket status (NEW · IN_PROGRESS · WAITING · ESCALATED · RESOLVED · CLOSED) and SLA compliance/breach in real time, and surfaces at-risk inquiries via sentiment analysis.
Automation workflows · Macros
Automate repetitive operations with a trigger → condition → action node builder, and standardize responses with macros and a knowledge base. Background jobs run on a BullMQ queue.
Analytics · Reports · QA
Range-based dashboard widgets such as hourly charts, sentiment donuts, and top keywords, plus reports and agent quality (QA) reviews.
Multi-platform clients
Ships with both a web console (React) and a native iOS/macOS app (SwiftUI).
Technical Architecture
An overview of the technologies Tessera CS runs on.
Frequently Asked Questions
The questions we hear most often when evaluating adoption.