UJET Product Overview
UJET is a cutting-edge, cloud-native Contact Center as a Service (CCaaS) platform designed to revolutionize the customer service experience by integrating advanced technology, AI, and omnichannel capabilities. Here’s a detailed look at what UJET does and its key features:
Core Functionality
UJET is built to facilitate instant and efficient connections between customers and businesses, enabling the resolution of issues quickly through various communication channels, including phone, web, and in-app interactions. The platform leverages smartphone capabilities to enhance support, allowing customers to share photos, videos, screenshots, and text in real-time to provide context for agents.
Omnichannel Experience
UJET transcends traditional omnichannel support by blending voice and SMS messaging, making hold times productive by gathering information and context before the conversation begins. This approach ensures a seamless experience across all channels, eliminating the need for customers to repeat themselves and capturing critical information from their smartphones for higher first-call resolution rates and lower handle times.
AI-Powered Features
- Virtual Agent: UJET’s Virtual Agent collects customer information and seamlessly transitions them to the correct department based on their needs and shopping history. It can assist with tasks such as checking order status, confirming inventory, requesting product pictures, canceling orders, and changing shipping addresses.
- Agent Assist: This feature helps customer service teams by surfacing relevant articles and FAQ answers, reducing average handling time and increasing first-call resolution. It also auto-completes responses based on conversational context to reduce chat and email response times.
Advanced Call Management and IVR
- Intelligent Call Routing: UJET allows for the creation and customization of routing rules to direct incoming requests to the most appropriate agents. This includes priority calls, deflections, and temporary rules to manage sudden support changes.
- Custom Queue Configuration: The platform supports an unlimited number of queues, powered by actionable data intelligence, to route customers to self-service solutions or directly to knowledgeable agents. Real-time adjustments can be made to IVR, queue settings, and routing logic for optimal performance.
Integration and Data Unification
- CRM Integrations: UJET integrates natively with leading CRM platforms and can also integrate with custom or homegrown CRMs. This ensures that the CRM is the single source of truth, eliminating redundant data storage by reading and writing all customer data directly to the CRM.
- Data-Driven Routing: The platform leverages CRM data such as contact records, account status, device information, and historical journey data to predict intent and make dynamic routing decisions, contextualizing each interaction before introducing an agent.
Security and Compliance
UJET is built with robust security measures, including compliance with 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 standards. The platform ensures company-wide data minimalization, storing sensitive customer data natively in the CRM or private data repositories to reduce security risks.
Flexibility and Scalability
- Easy Deployment: UJET offers rapid deployment and onboarding, with web-based access that eliminates the need for special software installations. This is particularly beneficial for small and medium businesses, which can scale up or down without long-term commitments.
- Customizable Experiences: The platform allows businesses to design, deploy, and iterate on customer journeys without complex programming. It supports rich software development kits for building engaging web and mobile experiences, ensuring a unified brand experience across all touchpoints.
In summary, UJET is a comprehensive contact center solution that enhances customer service by leveraging AI, omnichannel capabilities, advanced call management, and robust integrations, all while ensuring high security and compliance standards. Its flexibility and scalability make it an ideal choice for businesses of all sizes looking to transform their customer service operations.