UJET Product Overview
UJET is a revolutionary AI-powered Cloud Contact Center as a Service (CCaaS) platform designed to transform the customer service experience by addressing long-standing design flaws and conventional thinking in contact center operations. Here’s a detailed look at what UJET does and its key features:
Core Functionality
UJET is built to empower organizations to deliver exceptional customer support across multiple channels, including voice, SMS, chat, email, and social media. The platform integrates seamlessly with leading CRM systems, ensuring unified customer data and enhanced operational efficiencies.
Key Features
Omnichannel Support
UJET transcends traditional omnichannel support by allowing customers to interact with businesses through various channels without the need for repetition. It blends voice and SMS messaging, enabling agents to gather context and information before the conversation begins, thus making hold times more productive.
AI-Powered Automation
The platform leverages advanced AI to automate various aspects of the contact center, including call routing, data collection, and after-call work. This automation reduces average handle time and wrap-up time for agents, enhancing overall efficiency.
Real-Time Analytics and Customizable Dashboards
UJET provides real-time analytics and customizable dashboards that allow supervisors and executives to monitor performance, identify common customer issues, and make dynamic changes to IVR settings, queue configurations, and routing logic in real-time.
CRM Integration
UJET natively integrates with leading CRM platforms, ensuring that the CRM is the single source of truth for customer data. This integration eliminates redundant data storage and enhances data unification and security. It also uses CRM data to predict customer intent and make dynamic routing decisions.
Mobile and Web Integration
The platform allows businesses to embed UJET into their mobile apps, providing a seamless customer experience. Customers can share photos, videos, and other media directly with agents, facilitating faster issue resolution.
Advanced Call Management
UJET’s IVR system is cloud-native and secure, supporting multiple languages and locales. It features advanced call management capabilities, including muting, transfers, escalation options, and local phone number calls. The platform also includes intelligent call routing, custom queue configuration, and automated redirects to minimize hold times.
Security and Compliance
UJET is compliant with various regulatory standards, including SOC 1, SOC 2, HIPAA, FINRA, EU GDPR, and PCI DSS. The platform ensures minimal storage of personally identifiable information (PII) by storing customer data natively in the CRM or private data repositories.
Workflow Automation and Collaboration Tools
UJET automates workflows, reducing manual effort for agents and enhancing collaboration through tools like ticketing systems, knowledge bases, and survey management. This automation and collaboration enable faster resolution times and improved customer satisfaction.
Flexibility and Scalability
UJET is designed to be flexible and scalable, making it suitable for businesses of all sizes, from startups to enterprises. The platform supports multi-cloud redundancy between AWS and GCP, ensuring 100% uptime and robust disaster recovery capabilities.
User Experience
The platform offers an intuitive design that allows businesses to build, deploy, and iterate on customer journeys without complex programming. It also provides tools for optimizing the customer experience in real-time, ensuring that businesses can adapt quickly to changing needs.
In summary, UJET is a cutting-edge CCaaS solution that leverages AI, real-time analytics, and seamless CRM integration to deliver a superior customer experience. Its advanced features and flexible architecture make it an ideal choice for businesses looking to modernize and enhance their contact center operations.