ujet.cx Contact Center as a Service (CCaaS)

UJET is a company that specializes in providing cloud-based solutions for contact centers, aiming to redefine customer experiences by integrating modern technology. It focuses on delivering a seamless, contextual customer experience by enabling consumers to use their smartphones for various customer service interactions. This includes authenticating their identity, processing payments, and sharing media directly from their devices. The company's approach acknowledges the significant shift towards smartphone utilization, advocating for the modernization of customer experiences (CX) to meet the expectations of today's consumers who seek frictionless interactions across brand touchpoints.

UJET offers a comprehensive call center application designed to enhance customer support and streamline communication between businesses and their clients. This cloud-based platform seamlessly integrates with customer relationship management (CRM) systems, offering voice and chat channels to facilitate effective customer service. The platform is renowned for its ability to connect customers with businesses quickly, ensuring problems are resolved promptly. Key features highlighted by users include the platform's high-quality call service, robust reporting capabilities, and the inclusion of a development kit that allows for integration with various systems including workforce management (WFM), data analytics platforms, and CRM solutions such as Salesforce. UJET's solution is appreciated for improving customer satisfaction (CSAT) scores, reducing average handling time (AHT), and providing value through a cost-effective, easy-to-use telephony platform that ensures consistency and quality in customer interactions. Despite its strengths, feedback indicates a desire for more customization options, particularly in its interactive voice response (IVR) system, which, while streamlined and user-friendly, lacks some of the flexibility found in traditional providers.

UJET.cx provides a comprehensive suite of features designed to transform the customer service experience through its digital and cloud-native contact center platform. This platform offers a blend of traditional and innovative methods to improve customer interactions and operational efficiency for businesses. Key features and services include:

1. **Blended Channels for Context**: UJET allows the blending of voice and SMS messaging, enabling agents to gather information and context before the conversation begins. This integration helps make hold times productive and improves the overall customer experience.

2. **Embeddable Experiences**: The platform can be embedded directly into mobile apps, creating a seamless experience across channels and preventing customers from having to repeat information. This feature uses the smartphone's capabilities to capture information, which can lead to higher rates of first-call resolution and lower handle times.

3. **Smart Actions**: Customers can share photos, videos, screenshots, and text in real-time with agents, which allows for a more natural, efficient, and empathetic customer service experience. This feature helps agents to see the issue from the customer's perspective and resolve issues faster.

4. **Modern Customer Experience (CX) Tools**: UJET modernizes the contact center by allowing customers to authenticate, pay, and share media directly from their smartphone device. This approach offers a more seamless and contextual customer experience.

5. **Biometric Authentication**: Through Face ID and Fingerprint Recognition, customers can easily and securely authenticate their identities, allowing for quicker and more secure access to account information.

6. **Media Sharing Before and During Calls**: Customers can share videos and images of their issues with representatives, improving understanding and allowing for quicker resolution of complex or visual issues.

7. **Agent Screen Sharing**: This feature enables agents to share their screens with customers, assisting them in navigating websites, accounts, and resolving issues more effectively.

8. **Multiple Secure Channels of Contact**: UJET supports diverse communication channels including phone call, video call, SMS, chat, and WhatsApp, providing customers with more options to reach out for support.

9. **Automatic CRM Updates**: The platform automatically updates the Customer Relationship Management (CRM) records with interaction notes, recordings, transcripts, and other relevant customer information, ensuring that customer service experiences are unified and consistent.

10. **Real-time Workforce Management and Historical Reporting**: UJET offers integrated dashboards for real-time workforce allocation and historical reporting, enabling businesses to understand customer needs better and manage resources efficiently.

With its focus on leveraging modern technology to enhance customer support experiences, UJET provides a solution that is not only easy to set up and use but also meets the rigorous demands of today's fast-paced and multi-channel customer service environments.

UJET offers a limited-time SMB promotion for its CCaaS 3.0 solution at $39 per seat for the first 25 users. This SMB-level pricing and flexibility aim to make enterprise-grade solutions accessible for companies of any size. Businesses can also take advantage of UJET’s 'pay-as-you-go' usage-based pricing or opt for traditional seat-based pricing. Other options include using the telecommunications provider of their choice with UJET’s “Bring Your Own Carrier” option or leveraging UJET’s global voice infrastructure.

UJET.cx provides contact center management solutions that help in creating unique and personalized shopper experiences. One prominent customer mentioned is Instacart, which has leveraged UJET to ensure that support issues are resolved with minimal touchpoints and in record time. Additionally, companies like Outdoorsy, Turo, Mai & Mai, GoBrands, and Uplift are noted for using UJET in tandem with Kustomer to unify and improve their customer experiences. These innovative companies have integrated UJET's contact center solutions with CRM systems to provide frictionless customer experiences, demonstrating the platform's ability to cater to a diverse range of business needs and streamline customer service operations.