UJET est une solution SaaS de niveau entreprise offrant une expérience de support globale via des canaux de chat et de voix auxquels les clients peuvent accéder via une application, le web ou un serveur vocal interactif. Visant à aider les entreprises à fidéliser leurs clients, à gérer leur call center plus efficacement et à économiser de l'argent, elle propose des outils tels que plusieurs opérateurs, la gestion du trafic, l'adhésion en temps réel, la conférence par chat et la segmentation des utilisateurs.
Avantages
Ujet is extremely easy to set up and use. It integrated easily with our customer service tool and our implementation was a breeze. When we onboard new employees or train new managers the product is easy for them to learn. The entire Ujet team is also AWESOME and very receptive to feedback. Our CSM is very engaged with our account even though we are probably on the smaller side of their clients. Problems are quick to be resolved and there is a lot of transparency with the upcoming feature releases. The overall product vision of the company is very innovative, and they really are thinking about smart ways to utilize data and AI beyond just the usual chat bots. One feature we've had a lot of value from is in-call SMS. This is similar to the functionality if you use their product in-app, but our company does not have an app so previously we were not able to utilize features such as sending messages during a call. The ability to do that over SMS has allowed our agents to have more context during a conversation and reduce the need for follow up emails to send links or pictures back and forth. That can now be accomplished within the call itself.
Inconvénients
A big deficit in the software is their native reporting function. Our company is relatively young, so we do not have a BI tool such as Looker or Tableux to plug into and because of that we more heavily rely on the native reporting. If you have a company BI tool this will not really be a huge issue for you. Ujet has been helpful in coming up with some bandaid solutions for reporting, but this has been a pain point for us since we started working with them.
Our use case for ujet is very small but it works very well for what we need. We've had a great experience with ujet and their team as a whole. Even a small company like us has been made to feel like our feedback is being actioned and taken seriously. Ujet support has been amazing and their customer success team makes us feel like we matter and are valued as a customer. Their reactivity to feedback or issues is what keeps us as a customer. The product is simple to use and is constantly being improved upon, I can't wait to see how this tool continues to develop into a true omnichannel ACD. It blows the rest of the competition out of the water.
Avantages
I love the ease of use for the agents. I really like how easy it is to setup and implement features/enable settings. Although we don't use much of it, I like the visual of the call and chat dashboards. I love being able to watch chats in real time or listen to calls in real time. Setting up our IVR was a cake walk compared to other competing products. I love the chat shortcuts and the ease of which I can add or edit them.
Inconvénients
Some of the UI needs improvement, for example if you click on the dashboard and see an agent in an aux code, click on that, it brings you to that specific aux code report, but clicking agent details doesn't allow you to quickly change their status, you have to go to the separate agent tab instead. Small things like this would improve the usability and speed in which I'm able to execute functions as an admin. Our biggest gripe has to be that calls and chats are still on separate dashboards which means as an admin I need to have two open tabs to monitor traffic.
I've been implementing Technical Support call centers for the last 30 years anywhere from 10 agents to 60K and 22 sites. I have used, developed and or waited for the next best thing.
What is outstanding about Ujet? Their people, they listen to you and they want to grow. They are hungry and are thinking differently. The product is excellent for what we need and it's growing with us. Get smart, revolutionize your support and use the Smart Features to excite and delight your customers. Don't be afraid to talk to your customers, just do it smartly, quickly and with a very high first contact success rate therefore driving high satisfaction.
Avantages
In App Smart Features. Most other players say they are quick to implement, these guys actually deliver. Clean not overly bloated Agent widget and or supervisor interfaces.
Inconvénients
Agent real-time/status Dashboard, The call center dashboard is nice and VERY functional but need the same for Agent activity. The agent data is available, you have to work to get it.
UJET allows us to easily connect with our customers via phone and VOIP. In addition to connecting us with quality and consistency, it also gives us more info about the customers and allows us to complete basic actions through its sdk and smart actions. The main benefits we've gained are a 1) increase in CSAT, and 2) a decrease in AHT.
Avantages
Their price is the best. Although inexpensive, their product is certainly not cheap. They provide an easy to use telephony platform that always delivers exceptional call quality. Furthermore, they've built a robust reporting api and sdk, included out of the box, that allows us to easily connect UJET with our WFM system, our data analytics platform, our mobile apps, and our Salesforce CRM. Through UJET our agents get more information and are able to do more actions, and our customers get a "digital ivr" to best connect with us as well as faster customer service.
Inconvénients
Although we've been able to do everything we want, UJET is lacking some customization options. For example, although flexible, their IVR isn't as flexible as the old school providers. It makes UJET simpler, easier to setup, and less maintenance, but does remove some of that customization.
Avantages
Ujet provides the perfect combination of advanced functionality with ease of use. Through configurable tables, we can create the perfect set up immediately and directly. The best part however, is that Ujet offers services designed to wow customers while saving money. Unlike everyone else in this space, Ujet's cost structure does not benefit from extended handle times; as a result, Ujet is proud to help you cut cost by lowering AHT. That's a game changer!
Inconvénients
Only con was that Ujet was brand new when we launched. The launch went incredibly smooth but represented our biggest risk.
Voici quelques-unes des questions fréquentes sur UJET.
Types de licences disponibles pour UJET :
Type de licence: Abonnement
version d'essai gratuite: Non disponible
Nous n'avons pas d'informations sur les fonctionnalités de UJET.
Utilisateurs habituels du logiciel UJET :
Grandes entreprises, Entreprises de taille moyenne, PME
Langues dans lesquelles UJET est disponible :
anglais
Types de licences disponibles pour UJET:
Abonnement
Nous n'avons pas d'informations sur les appareils pris en charge par UJET.
Applications s'intégrant à UJET :
Kustomer, Kustomer, Salesforce Sales Cloud, Zendesk
Ressources d'aide disponibles pour UJET :
FAQ, Support téléphonique
Overall, our experience with Ujet has been wonderful. They are a great partner and we continue to derive value from features such as in-call SMS that we would never have had with other telephony solutions.