UJET - Detailed Review
E-Commerce Tools
UJET - Product Overview
UJET Overview
UJET is a cloud-native Contact Center as a Service (CCaaS) platform that is revolutionizing customer support, particularly in the e-commerce sector. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
UJET’s primary function is to provide a comprehensive and integrated customer support solution. It enables businesses to manage customer interactions across multiple channels, including phone, email, chat, and social media. This omnichannel approach ensures that customers can receive support through their preferred method, enhancing their overall experience.
Target Audience
UJET’s target audience includes e-commerce businesses and other customer-centric enterprises. These companies often have a large customer base and require efficient, scalable, and reliable customer support solutions. UJET serves a wide range of company sizes, with a significant presence among companies with 10,000 employees, as well as those with 100-249 and 1,000-4,999 employees.
Key Features
- Multicloud Redundancy: UJET offers unique multicloud redundancy between AWS and GCP, ensuring 100% guaranteed uptime and enhanced business continuity.
- AI and Analytics: The platform is equipped with powerful AI and advanced analytics capabilities, which help in creating intelligent workflows and actionable data. This enables agents to provide more personalized and effective support.
- Omnichannel Support: UJET supports multiple channels, including voice, messaging, and mobile channels, allowing customers to choose their preferred method of communication. Features like Visual IVR and callback options further enhance the customer experience.
- Mobile Device Integration: The UJET Mobile SDK integrates with native brand apps, enabling features like media sharing (photos, videos, screen captures), biometric authentication (fingerprint and facial recognition), and real-time communication.
- CRM and WFM/QM Integrations: UJET integrates seamlessly with various CRMs such as Salesforce, Zendesk, and Microsoft Dynamics, as well as with workforce management and quality management solutions like Verint Monet.
- Security and Compliance: The platform is compliant with several security standards, including SOC 1, SOC 2, HIPAA, FINRA, EU GDPR, ISO 27001, and PCI DSS. This ensures that customer data is securely managed and minimized.
By combining these features, UJET helps e-commerce businesses streamline their customer support processes, improve customer satisfaction, and enhance operational efficiencies.
UJET - User Interface and Experience
User Interface of UJET in E-commerce and Retail
The user interface of UJET, particularly in the e-commerce and retail sectors, is crafted to be intuitive, user-friendly, and highly functional. Here are some key aspects of its interface and the overall user experience:
Intuitive Interface
UJET’s interface is designed to be easy to use, even for those without prior experience in contact center technology. The platform features an intuitive UI that eliminates the learning curve, allowing agents to focus more on customer interactions rather than struggling with the technology.
Omnichannel Support
UJET integrates multiple communication channels into a single browser tab, enabling support agents to manage calls, chats, and messages seamlessly. This integration ensures that customers can switch between different communication methods without having to start over, providing a fluid and modern experience.
Visual IVR and Media Sharing
The platform includes a Visual IVR that directs customers to relevant queues, allowing them to choose how to contact support. Customers can make calls, use the call-back option, engage in chat, and share media such as photos, videos, and screen captures with agents in real-time. This feature enhances the support process by providing agents with visual context to resolve issues more efficiently.
Real-Time Data and CRM Integration
UJET integrates with CRM systems, allowing agents to access customer data such as past purchases, interaction history, and account status in real-time. This integration helps in predicting customer sentiment and intent, making dynamic routing decisions, and better informing support agents before each interaction.
Virtual Agent and Automation
The Virtual Agent feature uses intelligent conversational AI to provide a more natural, human-like interaction across voice and messaging channels. It analyzes context and sentiment in real-time to resolve customer issues efficiently and can seamlessly hand off to live agents when necessary. Additionally, UJET offers automatic ticket management, reducing after-call work for agents and ensuring that CRM records are updated accurately.
Customization and Self-Service
UJET allows for the creation of self-service articles to address common issues, reducing the need for customers to contact support. The platform also supports customization options, enabling businesses to create a fully immersive brand experience through their app, ensuring that the brand is consistently represented even during support conversations.
Security and Data Handling
UJET ensures that customer data and personally identifiable information (PII) are stored natively in the CRM or a private data repository, reducing security risks. This approach eliminates the need for storing sensitive data in the contact center, enhancing data security.
Overall, UJET’s user interface is designed to be user-friendly, efficient, and highly integrated, providing a seamless and personalized experience for both customers and support agents. The platform’s focus on real-time data, automation, and omnichannel support ensures that customer interactions are handled smoothly and effectively.
UJET - Key Features and Functionality
UJET’s AI-Powered Cloud Contact Center
UJET’s AI-powered cloud contact center platform is packed with features that significantly enhance customer experience, particularly in the e-commerce sector. Here are the main features and how they work:
Advanced AI for Customer Interactions
UJET integrates the latest conversational and generative AI to provide intelligent self-service, agent guidance, and process automation. This AI technology helps agents deliver the best possible customer experience by offering real-time recommendations, sentiment analysis, and surfacing relevant knowledge base content.
Contextual Routing
UJET uses data from your CRM to prioritize routing decisions and determine customer intent. This ensures that customers are routed to the most appropriate agents efficiently and accurately, improving the overall customer experience.
Virtual Agent
The Virtual Agent can handle various customer inquiries, such as checking order status, confirming item availability, requesting product pictures, canceling orders, and changing shipping addresses. It can also collect information before seamlessly transitioning the customer to a human agent if needed.
Multimodal Omnichannel Support
UJET supports multiple communication channels, including voice, SMS, chat, and social media, all integrated into a single platform. This allows customers to interact with the business through their preferred channels, reducing wait times and improving operational efficiency.
Mobile and Smart-Device Centric
Features like biometric authentication, media sharing, and location awareness enable seamless interactions between customers and agents. Customers can share photos, videos, and screenshots directly with agents in real-time to help resolve issues faster.
CRM-First Architecture
UJET’s unique CRM-first architecture ensures that all customer data is unified and secured within the CRM system. This approach minimizes the storage of personally identifiable information (PII), simplifying compliance and enhancing customer trust. It also provides actionable insights without compromising data security.
Automation and Efficiency
UJET automates various aspects of the agent experience, such as recording granular details of customer interactions and updating CRM records. This reduces average handle time and after-call work, making the process more efficient for agents.
Embeddable Experience
UJET can be embedded into mobile apps, allowing customers to have a seamless experience across channels without having to repeat themselves. This integration captures information from the smartphone, leading to higher rates of first call resolution and lower handle times.
Real-Time Optimization
The platform allows for real-time monitoring and optimization of IVR settings, queue configurations, and routing logic. This flexibility enables businesses to make dynamic changes as their needs evolve.
Generative AI Capabilities
UJET is advancing its generative AI capabilities to provide “always-present AI-in-session” support. This includes intelligent self-service options and efficient workflows for agents, further enhanced by integration with Google Cloud.
These features collectively work to deliver personalized, efficient, and secure customer experiences, making UJET a powerful tool for e-commerce businesses looking to enhance their customer service operations.
UJET - Performance and Accuracy
Evaluating UJET’s Performance and Accuracy
Evaluating the performance and accuracy of UJET in the AI-driven contact center category involves examining several key aspects of their platform and services.
Performance
UJET’s performance is highlighted through its advanced features and integration capabilities. Here are some key points:
Unified Customer Experience
UJET unifies enterprise customer data across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service. This ensures a seamless and consistent customer experience.
Advanced Reporting and Analytics
UJET’s Enhanced Reporting Suite provides real-time and historical views of key performance indicators (KPIs) and agent performance. The platform uses AI to identify root causes, uncover trends, and predict future needs, enabling proactive and data-driven improvements to contact center operations.
Automation and Efficiency
UJET’s AI-powered solutions automate various aspects of contact center operations, such as scheduling, tracking performance, and optimizing resource allocation. This helps in streamlining data processes, enhancing accuracy, and reducing operational costs.
Accuracy
The accuracy of UJET’s platform is supported by several features:
AI-Driven Insights
UJET’s use of AI to analyze 100% of voice interactions and automatically evaluate call quality ensures high accuracy in assessing agent performance and customer sentiment. This helps in identifying opportunities for growth and improving coaching based on customer feedback.
Speech and Text Analytics
The platform converts unstructured conversations into orderly data using sophisticated technologies like phonetics and speech-to-text applications. This transformation allows for precise analysis and actionable insights from customer interactions.
Error Reduction
By automating tasks such as data entry and report generation, UJET reduces the likelihood of human error, which is crucial in maintaining the accuracy of contact center data and reports.
Limitations and Areas for Improvement
While UJET offers advanced features, there are some areas where improvements could be made:
AI Maturity
According to UJET’s own research, 60% of contact center AI deployments are at a low maturity level, which means they do not fully leverage the potential of AI to drive business value. This indicates that many organizations, including those using UJET, may need to advance their AI strategies to achieve better outcomes.
Implementation Challenges
The report also highlights that most contact centers face challenges such as high agent turnover, workforce shortages, employee burnout, and fragmented tools and data. Addressing these underlying issues is crucial for the effective implementation and utilization of UJET’s AI solutions.
Phased Deployment
UJET’s AI Maturity Benchmark Report suggests that a phased approach to AI deployment can help organizations gradually improve their AI maturity. This implies that while UJET provides the tools, the onus is on the organization to implement them strategically.
In summary, UJET’s performance and accuracy are strong due to its advanced reporting, analytics, and automation capabilities. However, the full potential of these features can only be realized if organizations address underlying operational challenges and strive to increase their AI maturity levels.
UJET - Pricing and Plans
UJET Pricing Plans Overview
UJET offers a variety of pricing plans and packages designed to cater to different business needs, particularly in the contact center and customer service sector. Here’s a breakdown of their pricing structure and the features included in each tier:
Basic Package
- Cost: For 100 users, the 12-month contract costs $78,000. For smaller businesses, the SMB package is priced at $65 per user.
- Features:
- Voice (PSTN)
- Standard Reports & Dashboards
- CRM Adapters
- Web SDK
- Standard Support
- Single Sign-On (SSO)
Pro Package
- Cost: For 100 users, the 12-month contract costs $118,800.
- Features:
- All features from the Basic package
- SMS Blending
- Mobile SDK
- Advanced Reports & Dashboards
- Reporting APIs
- Premium Support
Enterprise Package
- Cost: Pricing details for the Enterprise package are not explicitly listed, but it includes additional features beyond the Pro package.
- Features:
- All core channels (Voice, SMS, Chat, Email)
- Secure Payment by Stripe
- Optimization Support
- All available add-ons are included in this package.
Digital Package
- Cost: Specific pricing is not provided, but it includes a range of digital engagement tools.
- Features:
- Web & Mobile SDK
- Web & Mobile Chat
- SMS
- Voice (In-App)
- SmartActions
- Advanced Reporting & Dashboards
- Reporting APIs
- Premium Support
- Email Channel
- Optional add-ons include Voice Channel (PSTN) and Secure Payments.
IVA (Intelligent Virtual Agent) Package
- Cost: Pricing details are not explicitly listed.
- Features:
- Voice Virtual Agent
- Dynamic Routing
- Live Agent Bonding
- Sentiment Detection
- Standard Reporting
- Standard Support
- Single Sign-On
- Optional add-ons include AI-modeled Interaction Design and VA Templates for select industries.
Additional Options and Considerations
- Payment Terms: UJET offers both annual and monthly billing cycles, with discounts available for annual payments.
- Implementation: Starter Implementation is included free of charge with all packages, with options to upgrade to SMB or Premier for additional support.
- Add-Ons: Various add-ons are available across different packages, such as Chat, SMS, Voice (PSTN), and Secure Payments, each with their respective monthly costs.
Free Options
There are no free tiers or plans mentioned, but UJET does offer a free Starter Implementation with all packages and the option to request a demo to explore their services before committing to a purchase.
UJET - Integration and Compatibility
UJET Overview
UJET, a leading provider of AI-driven customer experience solutions, boasts a range of integration and compatibility features that make it an attractive option for e-commerce businesses.
CRM and Workflow Integrations
UJET seamlessly integrates with various Customer Relationship Management (CRM) systems, including Salesforce, Zendesk, Microsoft Dynamics, and Kustomer. These integrations are out-of-the-box, meaning they can be set up quickly and efficiently without extensive configuration. Additionally, UJET integrates with Workforce Management (WFM) and Quality Management (QM) solutions like Verint Monet, enabling strategic and data-driven management decisions.
Omnichannel Support
UJET supports multiple communication channels, including voice, messaging, and mobile channels. This omnichannel approach allows customers to interact with businesses through their preferred method, whether it’s texting, calling, using an app, or online chatting. All these channels are integrated into a single system, ensuring that customers do not have to repeat themselves and agents can handle requests seamlessly.
Cloud-Native Scalability
Operating on a cloud-native platform, UJET scales with the needs of your business. It can handle seasonal spikes in customer support and expand to new markets without disrupting service. This scalability is supported across multiple cloud platforms, including Google Cloud Platform (GCP) and Amazon Web Services (AWS), through UJET’s CX Intercloud solution. This ensures that each cloud instance can support 100% of customer interaction volume, with automatic distribution to other operational stacks if one becomes unavailable.
Mobile Device Compatibility
UJET’s Mobile SDK integrates with your brand’s app, enabling a fully immersive brand experience. This integration allows support agents to manage multiple channels through a single browser tab and utilizes mobile device features such as media sharing (photos, videos, and screen captures), fingerprint authentication, and facial recognition on Android and iOS devices.
Security and Compliance
UJET’s platform is highly secure and compliant with various regulations, including SOC 1 Type 2, SOC 2 Type 2, SOC 3, HIPAA, FINRA, EU-US and Swiss-US Privacy Shield, EU GDPR, ISO 27001, ISO 27018, and PCI DSS. This ensures that customer data is protected and stored securely.
Agent-Centric Tools
UJET provides agents with intuitive tools, guided workflows, and immediate access to contextual data. This setup reduces stress and enhances productivity, allowing agents to focus on complex issues while automating repetitive tasks. The platform also includes AI-powered features like real-time sentiment analysis and predictive insights to help agents anticipate and resolve customer issues promptly.
Conclusion
In summary, UJET’s integration capabilities and compatibility across various platforms and devices make it a versatile and reliable solution for e-commerce businesses looking to enhance their customer experience. Its seamless integrations with CRMs, WFM/QM solutions, and cloud platforms, along with its mobile-focused features and strong security compliance, ensure a smooth and efficient customer support experience.
UJET - Customer Support and Resources
UJET Customer Support Overview
UJET offers a comprehensive suite of customer support options and additional resources, particularly tailored for the e-commerce sector, which are driven by AI and integrated into various channels.
Multimodal Omnichannel Support
UJET enables fluid, multimodal conversations across different channels such as SMS, live chat, WhatsApp, and in-app chat. This allows customers to initiate conversations through their preferred method, whether it’s through a mobile app, website, or phone. The platform supports multimedia interactions, including pictures, videos, and screen sharing, ensuring a seamless and engaging experience.
AI-Powered Virtual Agent
UJET’s Virtual Agent is a key component of their AI-driven customer support. This intelligent chatbot can handle both simple and complex tasks, such as account verification, answering FAQs, and gathering information. It provides a more human-like conversation experience and can perform a warm handoff to a live agent when necessary. The Virtual Agent also monitors consumer sentiment and routes customers to the appropriate agent based on their needs.
CRM and Integration Capabilities
The UJET platform integrates seamlessly with various CRMs like Salesforce, Zendesk, Microsoft Dynamics, and Kustomer. These integrations, along with tools like Verint Monet WFM and QM, help in optimizing the customer support experience by providing agents with contextual insights from web usage and CRM data. This ensures that customers receive support that is informed by their past interactions and preferences.
Self-Service Solutions
UJET offers self-service options such as FAQs and Knowledge Bases that address common issues, allowing customers to find answers quickly without needing to contact a support agent. This not only reduces the workload on agents but also enhances customer satisfaction by providing immediate solutions.
Mobile App Support
For e-commerce businesses, UJET’s Mobile SDK allows for the integration of live chat and other support features directly into mobile apps. This creates a fully immersive brand experience where customers can access support without leaving the app. Features like visual IVR, media sharing, and fingerprint authentication enhance the support experience and make it more convenient for customers.
Real-Time Support Optimization
UJET’s platform provides real-time support optimization by routing live chats and engaging customers with the right resource at the right time. This is achieved through contextual insights from web usage and CRM data, ensuring that customers get the help they need quickly and efficiently.
Global and Multilingual Support
UJET supports global connections with multilingual support on localized platform instances and local phone numbers. This ensures that customers can receive support in their native language, enhancing their overall experience and satisfaction.
Agent Assist and SmartActions
In addition to the Virtual Agent, UJET offers Agent Assist and SmartActions. Agent Assist helps agents by suggesting replies, surfacing knowledge base articles, and analyzing sentiment in real-time. SmartActions gather information before the agent connects, quickening resolution times and improving the overall efficiency of the support process.
Conclusion
By leveraging these features, UJET provides a comprehensive and integrated customer support solution that enhances the e-commerce customer experience, reduces response times, and increases operational efficiency.
UJET - Pros and Cons
Advantages of UJET
UJET offers several significant advantages, particularly in the context of e-commerce and customer service:AI-Powered Insights and Automation
UJET leverages conversational AI, topic modeling, and machine learning to analyze a large volume of customer interactions, identifying common needs and pain points. This helps in automating repetitive tasks and designing effective Virtual Agents to resolve customer issues efficiently.Omnichannel Integration
UJET integrates multiple communication channels such as voice, SMS, chat, and apps into a single system. This ensures that customers do not have to repeat themselves, and agents can handle requests seamlessly across different channels.Enhanced Agent Productivity
UJET provides agents with intuitive tools, guided workflows, and immediate access to contextual data. This reduces stress and enhances productivity by automating tasks and providing real-time sentiment analysis and predictive insights.Personalized Customer Experiences
The platform allows for the delivery of personalized and multimodal customer experiences. Customers can share photos, videos, and screenshots with agents in real-time, helping to resolve issues faster and more accurately.Cloud-Native Scalability
UJET operates in the cloud, ensuring it scales with your business needs, whether it’s expanding to new markets or managing seasonal spikes in customer support. It also offers multicloud redundancy between AWS and GCP, guaranteeing 100% uptime.Data-Driven Insights
UJET provides actionable analytics, helping businesses understand customer behavior, address pain points, and refine services effectively. It integrates natively with leading CRM platforms, unifying customer data and reducing redundant data storage.Cost Efficiency
By automating repetitive tasks, UJET saves time and resources, allowing agents to focus on complex issues. This leads to more efficient support teams and significant cost reductions, as seen in case studies with companies like Dia & Co and Wag!.Disadvantages of UJET
While UJET offers numerous benefits, there are some potential drawbacks to consider:Implementation and Integration
Implementing UJET may require significant initial setup and integration with existing systems, such as CRMs and other tools. This could involve some technical effort and potential downtime during the transition.Dependence on Technology
The effectiveness of UJET relies heavily on advanced technologies like AI and machine learning. Any issues with these technologies, such as data quality problems or algorithmic biases, could impact the performance of the system.Training and Adoption
Agents may need training to fully utilize the features and tools provided by UJET. While the platform is designed to be intuitive, there could still be a learning curve, especially for those accustomed to older systems.Cost
While UJET can lead to cost savings in the long run through automation and efficiency, the initial investment in the platform and its implementation could be substantial. This might be a barrier for smaller businesses or those with limited budgets. In summary, UJET offers a range of powerful features that can significantly enhance customer experience and operational efficiency, but it also requires careful consideration of the potential challenges associated with its implementation and integration. UJET - Comparison with Competitors
Comparing UJET with Other AI-Driven Tools in E-Commerce
UJET
UJET is a comprehensive customer experience platform that leverages conversational AI, topic modeling, and machine learning to automate and optimize customer support. Here are some of its unique features:
- Proactive Chat and Automated Ticket Management: UJET’s Virtual Agent can handle tasks such as checking order status, confirming item availability, requesting product pictures, canceling orders, and changing shipping addresses. It also seamlessly transitions customers to the correct department based on their needs and shopping history.
- AI-Modeled Interaction Design: UJET uses Google’s CCAI Insights to analyze up to 100,000 customer service interactions, identify common topics, and flag friction points. This helps in building optimized Virtual Agents and a cost/benefit analysis for each.
Lyro AI Chatbot
Lyro AI Chatbot, offered by Tidio, is another strong contender in the e-commerce AI support tools category:
- 24/7 Customer Support: Lyro provides instant and accurate responses using natural language processing (NLP) technologies. It handles queries such as product recommendations, inventory checks, troubleshooting, and order tracking.
- Continuous Learning: Lyro improves its responses over time by learning from customer interactions.
- Pricing: Lyro offers a free plan for up to 50 conversations per month, with premium plans starting at $42 per month for 50 conversations.
Nosto
Nosto is an AI-driven platform focused on personalization:
- Personalized Shopping Experiences: Nosto uses big data, artificial intelligence, and business intelligence to deliver highly targeted product recommendations, personalized content, and tailored marketing messages across various channels.
- Speedy Setup: Nosto offers quick setup via API or pre-built templates, ensuring minimal impact on site speed.
Adobe Sensei
Adobe Sensei integrates with Adobe Commerce to provide AI-driven features:
- Personalization and Optimization: It offers personalized product recommendations, predictive search functionalities, automated catalog management through image tagging, and personalized content.
- Data Analysis: Adobe Sensei quantifies the impact of marketing activities and provides insights into customer journeys.
Key Differences and Alternatives
- Automation and Self-Service: UJET stands out with its ability to automate a wide range of customer support tasks and seamlessly transition customers to human agents when necessary. Lyro AI Chatbot also automates support but may require more customization for advanced features.
- Personalization: Nosto and Adobe Sensei are more focused on personalizing the shopping experience through targeted recommendations and content, which might be a better fit if personalization is a priority.
- Cost and Scalability: UJET’s pricing is not explicitly stated, but it is positioned as an enterprise-grade solution. Lyro offers a free plan and more affordable premium options, making it a viable alternative for smaller businesses.
In summary, UJET excels in automated customer support and AI-driven interaction design, while Lyro AI Chatbot offers versatile 24/7 support with continuous learning capabilities. Nosto and Adobe Sensei are strong in personalization and optimization, making them suitable for businesses focusing on tailored customer experiences. Each tool has its unique strengths, and the choice depends on the specific needs and scale of the e-commerce operation.
UJET - Frequently Asked Questions
Here are some frequently asked questions about UJET, along with detailed responses to each:
What is UJET and what does it do?
UJET is a cloud-based contact center platform designed to enhance customer service experiences. It integrates with CRM solutions and offers multiple channels for customer support, including voice, chat, text, and video. UJET aims to streamline customer interactions by providing context-aware solutions, reducing the need for channel switching, and improving the performance of support agents.
How does UJET support multichannel communication?
UJET supports various communication channels such as web chat, SMS, in-app chat, and voice calls. Customers can engage with support agents through their preferred channel, and agents can manage multiple channels from a single interface. This includes features like intelligent routing, messaging shortcuts, and the ability to share photos, videos, and screenshots in real-time.
What are the key features of UJET’s messaging capabilities?
UJET’s messaging features include support for Webchat, SMS, and in-app chat. Agents can use messaging shortcuts and preset messages to respond quickly to customers. The platform also allows for intelligent routing of incoming requests and supports media sharing, such as photos and videos, to help resolve issues more efficiently.
How does UJET ensure security and compliance?
UJET is compliant with several security and regulatory frameworks, including SOC 1 Type 2, SOC 2 Type 2, SOC 3, HIPAA, FINRA, and EU GDPR. It also adheres to ISO 27001 and 27018 and PCI DSS standards. The platform minimizes the storage of personally identifiable information (PII) by storing customer data in the CRM or private data repositories.
What kind of integrations does UJET offer?
UJET integrates with various CRM systems such as Salesforce, Zendesk, Microsoft Dynamics, and Kustomer. It also integrates with workforce management (WFM) and quality management (QM) solutions like Verint Monet. These integrations help in managing customer data and optimizing support operations.
How does UJET support remote work for agents?
UJET allows support agents to work remotely by providing access to important metrics in real-time and supporting multiple locations and languages. The platform is scalable, secure, and reliable, making it suitable for remote work environments.
What are the benefits of UJET’s mobile SDK?
The UJET mobile SDK integrates with the customer’s mobile application, enabling features like photo and video sharing, and biometric authentication (facial recognition and fingerprint). It also optimizes connectivity and signal conditions to ensure high-quality interactions, automatically switching to phone calls if conditions are poor.
How does UJET handle implementation and training?
UJET provides an implementation team that verifies network reliability, sets up the software, and ensures successful integration with the client’s system. They also offer training for agents and admins, with implementation timelines varying based on customer needs. Typically, agents are ready to use the software within a couple of weeks.
What reporting and analytics capabilities does UJET offer?
UJET provides customizable reporting features that give actionable insights using real-time and historical data. The platform includes a real-time dashboard for monitoring alerts and tracking metrics such as messaging volumes and agent performance. Reports can be created for average time, activity, and other key metrics.
How much does UJET cost?
UJET pricing is based on a per-user license model, with different plans available. For example, the UJET Basic plan (for 100 users) includes voice services, standard reports, CRM adapter, web SDK, and standard support, costing $78,000 per year. The UJET Pro plan adds features like SMS, mobile SDK, advanced reports, and premium support, costing $118,800 per year.
Does UJET support multiple languages?
Yes, UJET supports multiple languages and locales, allowing agents to set up support locations around the world with local phone numbers and localized platform examples. The platform offers support in over 16 international languages, facilitating global business operations.
UJET - Conclusion and Recommendation
Final Assessment of UJET in the E-Commerce Tools AI-Driven Product Category
UJET stands out as a comprehensive and innovative AI-powered contact center platform, particularly beneficial for e-commerce companies and other businesses looking to streamline their customer service operations.Key Benefits
- Automation and Efficiency: UJET leverages conversational AI, topic modeling, and machine learning to analyze large volumes of customer interactions, identify common needs, and automate self-service options. This reduces the manual effort required for analysis and automation, making it highly efficient.
- Multichannel Support: The platform integrates multiple communication channels, including voice, SMS, chat, and social media, ensuring a seamless customer experience across different touchpoints. This multichannel approach allows customers to interact with the business in their preferred manner.
- Integration with CRM Systems: UJET integrates natively with leading CRM platforms, ensuring unified customer data and efficient data handling. This integration helps in making dynamic routing decisions and contextualizing each interaction before introducing an agent.
- Enhanced Customer Experience: By allowing customers to share photos, videos, and screenshots directly with agents, UJET enhances the resolution process and provides a more natural and personalized experience. The ability to embed UJET into mobile apps further streamlines the customer interaction process.
Who Would Benefit Most
- E-commerce Companies: Online retailers can significantly benefit from UJET’s flexible and reliable contact center platform, which helps in providing seamless customer service and support. This is particularly useful during peak shopping seasons when customer inquiries are high.
- Enterprise Businesses: Large corporations can utilize UJET’s scalable and customizable solutions to handle high volumes of customer interactions efficiently.
- Startups and Small Businesses: Emerging companies can leverage UJET’s cost-effective and efficient solutions to manage customer support without investing in expensive infrastructure.
- Healthcare Organizations: Hospitals and healthcare providers can use UJET’s secure and compliant platform to handle patient inquiries, appointment scheduling, and medical support services.
Overall Recommendation
UJET is highly recommended for businesses seeking to enhance their customer service operations through AI-driven solutions. Here are some key reasons:- Ease of Use: The platform is known for its ease of use, even for those without extensive technical expertise. It allows for quick deployment and iteration of customer journeys without complex programming.
- Scalability and Flexibility: UJET is flexible enough to fit any organization, whether it’s a startup or an enterprise. It adapts well to different business sizes and requirements.
- Security and Performance: The platform boasts robust security features and reliable performance, which are crucial for maintaining customer trust and ensuring smooth operations.