Market Perspectives

Delivering exceptional customer support is crucial for organizations across industries, and this need has grown significantly in recent years. As customer experience support has become more prominent, there has been a push to align service, sales and marketing departments to provide a seamless, omnichannel experience.

Cloud technology is generally recognized as better suited for customer support than on-premises platforms. While most contact center seats still use on-premises equipment, there is a gradual shift towards cloud-based platforms. This transition has also opened doors for smaller, more agile vendors to enter the market and compete with legacy cloud and on-premises firms, some of which are still burdened by aged architectures and platforms.

UJET specializes in providing customer support and contact center technology. Founded in 2015, UJET has established itself as a rising player in cloud computing, advocating for cloud-based contact centers.

UJET's platform supports multiple communication channels including voice, chat, email and text. It also connects to a wide variety of customer relationship management systems, enabling organizations to provide personalized support. The UJET offering includes leading-edge automation capabilities such as intelligent routing, advanced self-service options and virtual agents.

In analyst Keith Dawsons' perspective on UJET, he discussed the initiative to incorporate the UJET toolset into Google’s Contact Center AI offering. This helped establish Google’s platform as a full contact center offering for entry-level buyers. This partnership has expanded with the addition of Alvaria’s workforce engagement management solution. UJET also announced the release of a contact center mobile app, specifically designed for agents and employees working remotely. The app allows agents to receive and transfer calls or chats, make outbound calls and access the CRM system to quickly resolve or assist with customer queries. This blurs the lines between the contact center and field service.

UJET serves a diverse range of industries, including e-commerce, telecommunications, financial services and healthcare. The company's ability to deliver personalized and efficient support, combined with its commitment to continuous innovation, positions UJET as a strong contender for small to medium-sized organizations.

The demand for integrated, omnichannel contact center solutions is expected to grow, driven by factors such as digital transformation, remote work and evolving customer expectations. We assert that by 2026, 7 in 10 organizations will move all or part of contact center technology to the cloud to attain greater flexibility and scalability. To capitalize on this potential, UJET should continue to invest in artificial intelligence and automation technologies to enhance self-service capabilities and agent productivity. Moreover, expanding its integrations with popular business platforms and exploring partnerships in emerging markets can further propel UJET's growth.

UJET's innovative contact center applications, encompassing omnichannel support, self-service options and real-time analytics, offer significant value to organizations seeking to deliver exceptional customer experiences. With its cloud-native architecture, integration capabilities and mobile-friendly approach, UJET is well-positioned to meet the evolving needs of organizations across industries.