Vendor:
Founded:
Headquarters:
UJET Inc.
2015
San Francisco, CA
Customers:
Deployment Model:
Free Trial:
Unknown
Cloud
Yes
UJET At A Glance
Product Overview
UJET is a cloud-based, all-in-one contact center software that allows call center agents to provide exceptional customer service. Customers can reach out to an agent using their preferred communication style (e.g., phone, text, email).
Agents can interact with customers using all channels via the software, and because it can integrate with a customer relationship management (CRM) system, (e.g., Salesforce, Kustomer, Zendesk), they can also have relevant customer data on hand for proactively addressing issues.
UJET has many other benefits, such as:
- Allows agents to work remotely
- Real-time access to important metrics for supervisors without relying on IT
- Multiple languages and locations support
- Short implementation process
Features
Here are a few key features of each channel:
Voice/Interactive Voice Response (IVR) – UJET supports an unlimited number of IVR queues, so supervisors can create or adjust a queue in real time for any situation. In addition, they can set up intelligent call routing rules, so the caller is directed to additional self-service options or to the right agent. Additional voice features include local language and phone number support, and advanced call management (e.g., muting, transfers). UJET also integrates with workforce management (WM) and quality management (QM) software, so supervisors can review customer calls, send out customer satisfaction surveys, and track the agent’s activity and performance.
Messaging – The messaging channel supports omnichannel capabilities, including SMS texting, webchat and mobile in-app chat. As mentioned, agents can use the customer’s preferred communication channel via UJET instead of individually using each channel. They can also engage with multiple customers simultaneously by using preset messages or other messaging shortcuts. Customers can send videos or photos to the agent via the messaging channels.
Similar to voice features, the messaging channel has intelligent routing with customer segmentation data, and supervisors can customize routing rules to prioritize incoming requests. And supervisors can track messaging volumes and other metrics in real time. Chat transcripts can be saved to a CRM or QM software.
UJET Mobile SDK – The UJET Mobile Software Development Kit (SDK) integrates with a company’s mobile app, and it supports Android and iOS devices. It also supports voice and messaging features, so customers won’t need to use a separate communication system. Like the other messaging tools, customers can share videos or photos with the agent. There are device and user authentication features, such as fingerprint and facial recognition. During the conversation, UJET processes a customer’s identifiable data and then transfers it to the CRM. The data is deleted after the conversation ends, and UJET doesn’t sell customer data unless it has permission to do so. Finally, the software supports multiple mobile apps for companies with more than one brand.
Target Market
UJET targets organizations of all sizes and industries.
We’ve listed 10 of its clients below.
- Cleanly
- Dia & Co.
- Fair.com
- The Farmer's Dog
- Google Nest
- Instacart
- iZettle
- MoneyLion Inc.
- Noon Home
- Wag!
Implementation/Integration
New clients work with UJET’s Delivery and Implementation team, which will verify their network reliability, deploy the software and ensure it successfully integrates with the client’s other systems.
The team also provides training for supervisors and agents. The implementation timeline varies based on the client’s needs, but typically agents can be ready to use the software in two weeks.
Customer Service & Support
UJET provides videos, webinars and other resources on customer service best practices.
In addition, users can contact support by phone, email or chat.
Pricing
Pricing isn’t publicly available, so contact the vendor directly for a quote.
Shortcomings
Some users have mentioned occasional technical issues, such as lagging/dropped calls, pages freezing or that the software has changed their status from available to unavailable without their knowledge.
Screenshots
About
UJET’s mission is to help businesses break down silos and streamline their customer support processes with three components: a cloud-native system, intelligent automation and contextual data. Its tagline is simply “Reimagining customer support for a connected world.”
The company has received several awards, such as Gartner’s 2019 Cool Vendor for CRM Customer Service and Support, and the 2020 Bronze Stevie Awards for Best Contact Center.
