Reimagining Customer Support for a Connected World
UJET is a cloud-native, mobile-focused customer support platform helping organizations make support an integral part of their business by meeting customers across all endpoints and channels. UJET lets customers transform interactions through integrated channels and communication.
Customers Want Voice for Urgent and High-priority Issues
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.
CRM and WFM/QM Integrations
Integrate CRM and WFM platforms to import customer data, collect agent stats, and more. View customer satisfaction ratings, review customer calls, agent activity reports, and performance reports all within the platform.
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.
Messaging: Enable Customers to Send Messages Through Text, Webchat, and In-app Chat at Their Convenience
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.
The UJET 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.
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.
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.
Enable agents to support multiple customers simultaneously with preset messages. Add or customize messages and use shortcuts to quickly select and message customers.
Take Full Advantage of Mobile Devices
Take mobile support to the next level with messaging through text (SMS/MMS), rich communication services (RCS), and mobile and desktop webchat while continuing support for voice.
The UJET Mobile SDK, offers a cloud and mobile-native support experience directly in-app that is perfect for digital natives and more.
Actionable customer data allows companies to customize and improve the support experience through purchase history, support data, and more. Create customized support channels with data intelligence, highly engaged and efﬁcient agent interactions, and continuously optimize the popular support channels for all types of customers.
The UJET Mobile SDK supports Android and iOS operating systems. Companies can offer support to large customer segments using a wide selection of devices. The Mobile SDK supports iOS 9.0 and above and Android 4.4 and above.
Utilize Device Features
Level up customer support by enabling customers to share media, like photos, videos, and screen captures, to agents in real-time. Verify accounts through ﬁngerprint authentication and facial recognition requests. For more nuanced communication, customers can send messages to agents. Information, like emails, addresses, and telephone numbers, beneﬁt from text input to reduce communication misinformation.
Customers don’t want to have to copy a number and open the Phone app to call support. They also don’t want to open a website on the mobile web to message. The UJET Mobile SDK integrates voice and messaging in your app without requiring customers to use separate communication tools.
Customer Diagnostic Data
Contacting customer support through a mobile device beneﬁts the support team. The UJET Mobile SDK reads diagnostic device data containing relevant information like the operating system version, device manufacturer, battery level, and other hardware information. For mobile-only services, this data can help resolve device-speciﬁc issues without long conversations.