UJET

by UJET

Transcends omnichannel to transform CX

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Digital Voice Channels

Streamline your customer journey by blending voice and digital channels to deliver more seamless, contextual, and natural experiences.

Voice

  • Modernize your voice experience, reduce operational costs, and shorten call times with channel blending and channel steering, and by providing customers with a unified end-to-end mobile, web, and in-app brand journey. Provide callers with a localized calling experience and clear, low latency audio anywhere in the world through global routing algorithms that keep all media in region.

SMS Messaging

  • Enable your customers with SMS messaging – one of the fastest-growing contact center channels. Stop channel switching, and start channel blending by using Voice + SMS together for more modern and natural conversations that combine the best of these two popular channels.

Chat

  • With UJET it’s simple to make chat a part of your channel mix. You can embed chat into your mobile app and website with our full-featured and well-documented software development kits (SDK’s). Proactively engage customers at the right time and use web page views to improve routing accuracy. As always your agents have one interface for every channel, making it easy to train agents and easy for them to use.

SmartActions

  • Identity Verification - Authenticate customers using the same biometric and pin security they use to unlock their smartphones.
  • Request photos, screenshots, and video - Prompt customers to take and share photos, screenshots, and videos using their smartphone camera or from their photo library.
  • Text Input - Validate spelling or allow customers to share information without speaking out loud.
  • Request Payment - PCI-compliant payment tools that won’t expose sensitive data to agents.

Voice

Digitally transform your voice channel and improve the customer experience. Enable customers to supercharge voice conversations by messaging agents, with photo, video, screenshots, and text input, to provide even more accurate information. Integrations between the UJET platform and CRM, WFM, and QM platforms present customer information to agents immediately reducing call time. Use more than the voice of the customer to add context in support interactions and improve the customer experience.

Multiple Languages and Locale Support

  • Set up support locations worldwide and provide localized platform instances and local phone numbers. Offer customers menus in more than 15 languages.

Cloud-native, Secure Platform

  • UJET has received attestations of compliance for the SOC 1 Type 2, SOC 2 Type 2, and SOC 3 frameworks and the HIPAA and FINRA regulations. UJET is also self-certified for EU-US and Swiss-US Privacy Shield and compliant with EU GDPR. Additionally, UJET has received certification for the ISO 27001 and 27018 and PCI DSS standards. UJET’s company-wide data minimalization rules ensure your customer data is stored in your systems.

Advanced Call Management

  • Muting, transfers, escalation options, and local phone number calls are available so agents can resolve issues efficienctly. Monitor network quality and use overcapacity deflection, incoming call segmentation, and automated redirects and ensure customers are not on hold for extended periods of time.

Custom Queue Configuration

  • Adapt and change in real-time to address sudden support changes. Create queues for any situation.

Intelligent Call Routing

  • Create and customize rules to route incoming requests. Add specific or temporary rules to manage priority calls or deflections.

Virtual Agent

UJET’s Virtual Agent was designed with a different approach. It supports intelligent conversational AI for a more human-like conversation and can offload a variety of simple or complex tasks traditionally supported by a live agent. It intelligently monitors consumer sentiment and can perform a warm handoff or route directly to an agent when appropriate.

Dynamic Routing Based on Customer Data

  • Knowing when to present the customer with a live agent or provide them with the tools to resolve the issue on their own is key to delivering a positive experience.

Sentiment Detection

  • Using a Virtual Agent for either voice or digital channels doesn’t improve CX if the customers arrive unhappily and are frustrated by a Virtual Agent blocking them from getting the help they need.

Flexible and Customizable

  • Your business and customers are constantly evolving, and both support and virtual agents need to evolve at the same rate to meet or exceed your customer's expectations.

General & Specialized Virtual Agents

  • General Virtual Agents can support a broader set of requests and are best utilized higher up in the customer journey to replace the traditional IVR experience or to perform simple lookup tasks like inquiring on an order status, hours of operation, or inventory levels.

Remote Work

Today’s workforce views remote and hybrid working environments as the new normal, and contact centers that can meet those expectations are attracting the best and brightest agents, supervisors, and administrators. When properly equipped, remote agents offer you greater flexibility and business continuity while better serving your customers.

Cloud Contact Center

  • Access the UJET cloud contact center platform from anywhere. Have your entire support organization up and running in under a week, not months.
  • Agents: Through a single internet browser tab, support agents have all the necessary tools and information to focus on resolving issues and providing great experiences from the comfort of their remote work environment.
  • Admins: Manage teams, instantly customize employee and customer experiences, and review real-time metrics all within the same platform, no matter where you are.
  • The UJET platform integrates out-of-the-box with Salesforce, Zendesk, Microsoft Dynamics, and Kustomer CRMs. Verint Monet WFM and QM integrations are turnkeys, ensuring strategic and data-driven management decisions are discovered and implemented.

Messaging

Messaging is transforming customer support as a preferred channel. Customers are empowered to communicate in a familiar method like with family and friends. They can explain the issue with explicit details and supply agents with specific information and reduce confusion traditionally associated with voice calls. UJET’s customer messaging platform supports media sharing with photos, videos, and screen capture. Providing media to agents reduces issue resolution time and helps add important information to customer history.

Multichannel Messaging

  • Communicate with SMS/MMS texting, website chat (with UJET Web SDK), and in-app chat (with UJET Mobile SDK). Don’t worry about which messaging channel your customers come from, the UJET platform works with them all.

Reporting

  • Create reports for activity, average handle time, and other important metrics. Automatically create chat transcripts and save to a CRM or WFM/QM solution. Track messaging volume, quality, and status in real-time.

Multiple Languages and Locale Support

  • Set up support in locations worldwide and provide agents with localized platform instances and local phone numbers. Offer customers menus in 11 languages.

Intelligent Messaging Routing

  • Create and customize rules to route incoming requests. Add specific or temporary rules to manage priority messaging or deflections.

Contact Center Software Integrations

Integrate your contact center tools, data, and workflows for better agent and customer experiences with native integrations to your favorite enterprise applications.

Cloud Contact Center Integrations

  • UJET was purpose-built for the CRM and provides a natively embedded agent adapter to each of the leading CRMs below. The unique integration approach saves considerable time for agents through task automation and minimizes data privacy concerns and data storage fees by storing all customer data in the CRM or your external data source of choice.

Workforce Optimization (WFO) & Workforce Management (WFM)

  • Whether you’re looking to forecast and schedule your workforce, ensure compliance, or automate your quality management process through advanced AI and speech analytics, UJET has selected best-of-breed providers for your contact center.

Outbound Dialer

  • Increase productivity and revenue potential with advanced outbound dialing tools such as preview, progressive, and predictive dialing that improve connect rates by automating campaign dialing for agents.

AI and Automation

  • Build intelligent IVRs, Virtual Agents, and provide customers with 24/7 self-service tools using AI-powered conversation platforms.