UJET Contact Center Platform Overview
UJET is a cutting-edge, cloud-native Contact Center as a Service (CCaaS) platform designed to revolutionize the customer service experience. It addresses long-standing design flaws and conventional thinking in contact center operations, aligning with the evolving landscape of human interaction.
Key Features and Functionality
Omnichannel Integration and Contextual Routing
UJET transcends traditional omnichannel support by blending voice, SMS, and other messaging channels to provide a seamless customer experience. It allows customers to share photos, videos, screenshots, and text in real-time, enabling agents to resolve issues more efficiently.
Advanced AI-Powered Capabilities
The platform leverages intelligent conversational AI through its Virtual Agent, which supports natural, human-like conversations across voice and messaging channels. This AI analyzes context and sentiment in real-time to personalize the customer experience and ensure a seamless handoff to live agents when necessary.
CRM Integrations and Data Unification
UJET integrates natively with leading CRM platforms and can also integrate with custom or homegrown CRMs. This integration allows for unified customer data management, eliminating redundant data storage and ensuring the CRM is the single source of truth. The platform uses CRM data to predict customer intent and make dynamic routing decisions, enhancing the overall customer experience.
Intelligent Call Management and IVR
The platform features an advanced Interactive Voice Response (IVR) system that supports multiple languages and locales, allowing for global support. It includes features like muting, transfers, escalation options, and local phone number calls to ensure efficient issue resolution. The IVR intelligently routes customers to the necessary agents, reducing wait times and the need for repeated authentications.
Automation and Efficiency
UJET automates various aspects of the agent experience, including after-call work (ACW) through automatic ticket management. This automation creates, searches, and updates CRM records, reducing the manual effort required by agents and improving overall efficiency.
Customizable and Flexible
The platform is highly customizable, allowing organizations to design and optimize the customer journey without complex programming. It supports real-time optimization of IVR settings, queue configurations, and routing logic to adapt to changing business needs.
Security and Compliance
UJET is built on a cloud-native, secure platform that complies with various regulatory standards, including SOC 1, SOC 2, HIPAA, FINRA, EU GDPR, ISO 27001, 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.
Multi-Cloud Redundancy
UJET offers multi-cloud redundancy between AWS and GCP, providing a 100% uptime guarantee. This ensures business continuity and disaster recovery readiness, making it a reliable choice for critical customer service operations.
Embeddable Experiences
The platform allows for the embedding of voice, SMS, and chat capabilities directly into mobile apps and websites, enhancing customer engagement and reducing the need for customers to repeat themselves. This integration captures information from smartphones to improve first call resolution rates and lower handle times.
In summary, UJET’s Contact Center Platform is a comprehensive solution that leverages AI, omnichannel integration, and advanced automation to deliver a superior customer experience. Its flexibility, security, and multi-cloud redundancy make it an ideal choice for organizations seeking to transform their customer service operations.