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 AI, robust data analytics, and seamless multi-channel engagement.
Core Functionality
UJET transforms traditional contact center operations by addressing long-standing design flaws and evolving with the changing landscape of human interaction. Here are the key aspects of what UJET does:
- Omnichannel Integration: UJET blends various communication channels such as voice, SMS, and chat to provide a cohesive customer experience. This integration allows for gathering context and information before the conversation begins, making hold times more productive and enhancing first-call resolution rates.
- Embeddable Experiences: The platform can be embedded into mobile apps, enabling customers to interact seamlessly across different channels without the need to repeat themselves. This feature captures information from the smartphone, leading to higher rates of first-call resolution and lower handle times.
- Advanced Call Management: UJET offers sophisticated call management features including muting, transfers, escalation options, and local phone number calls. It also includes network quality monitoring, overcapacity deflection, and automated redirects to minimize customer wait times.
Key Features
- AI-Powered Agent Assist: UJET’s Agent Assist technology uses AI to augment human conversations, providing agents with real-time sentiment analysis, AI-driven recommendations, and relevant knowledge base content. This helps in delivering the best possible customer experience and reducing average handle time.
- Intelligent Call Routing: The platform leverages data from CRM systems to predict customer intent and make dynamic routing decisions. This ensures customers are routed to the most appropriate agents or self-service solutions, enhancing the overall customer experience.
- CRM Integrations: UJET integrates natively with leading CRM platforms and can also integrate with custom or homegrown CRMs. This integration unifies customer data, eliminates redundant data storage, and ensures all customer data is stored securely within the CRM or private data repositories.
- Customizable Queues and IVR: The platform allows for the creation of an unlimited number of queues and customizable IVR menus in multiple languages. This flexibility enables real-time adaptations to support changes and ensures customers are routed efficiently to the necessary agents or self-service solutions.
- Security and Compliance: UJET is compliant 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) and maintains high security standards.
- Real-Time Optimization: UJET allows for real-time monitoring and optimization of IVR settings, queue configurations, and routing logic. This enables businesses to make dynamic changes as their needs evolve, ensuring continuous improvement in customer service operations.
- Multi-Cloud Redundancy: UJET is the only CCaaS vendor offering multi-cloud redundancy between AWS and GCP, providing a 100% uptime guarantee and ensuring business continuity and disaster recovery readiness.
Benefits for Users
- Agents: UJET provides agents with contextual customer data, reducing average handle time and after-call work. The platform also offers AI-driven recommendations and real-time sentiment analysis to enhance issue resolution efficiency.
- Supervisors: Supervisors can use actionable data to identify common customer issues, monitor agent performance, and optimize call handling processes in real-time.
- Customers: The platform delivers a seamless and natural experience by allowing customers to share photos, videos, and other media directly with agents. This enhances issue resolution speed and overall customer satisfaction.
In summary, UJET is a comprehensive CCaaS solution that leverages AI, advanced analytics, and multi-channel integration to transform the customer service experience, ensuring efficiency, security, and continuous improvement in contact center operations.