UJET

Customer interaction & support platform with CRM integration

About UJET

UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. The UJET platform delights end-users with any time, anywhere access and simple smartphone functionality and elevates agent performance through context-aware solutions for voice, chat, image, video, and text. The UJET platform is enterprise grade in its global reliability, security, and scaling capacity and is SOC2 Type II and HIPAA compliant.

UJET is trusted by customer-centric, innovative enterprises, including Nest, Barkbox, Atom Tickets, Blink, August, Instacart, and Postmates to automate contact center processes and provide superior experiences that drive higher customer satisfaction. Headquartered in San Francisco, UJET enables businesses of all sizes to provide support experiences that turn customers into lifetime brand advocates.

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Key benefits of UJET

  • With the unique Smart Actions, problems are resolved easily and with quick precision.
  • Instant stats for voice and chat channels with agent performance, SLA, CSAT, & more.
  • Handle-time cut by half, with automated workflows.
  • Request touch fingerprint verification, photos, screenshots, or videos within chats/calls.
  • Real-time reporting to gather business insights.
  • Typical Customers

    • Freelancers
    • Small Businesses (2-50)
    • Mid-size Companies (51-500)
    • Large enterprises (500 and more)

    Deployment

    • Cloud-based
    • On-premise

    Markets

    United States

    Supported Languages

    Chinese, Danish, English, Finnish, French , German, Italian, Japanese, Korean, Norwegian, Portuguese, Spanish, Swedish

    Pricing starting from:

    Not provided by vendor

    • Free Version
    • Free Trial
    • Subscription

    Images

    UJET Software - 1
    UJET Software - UJET Web Call - End User View
    UJET Software - UJET Mobile Call - End User View
    UJET Software - UJET Smart actions on IVR (Lite SDK) - End User View
    UJET Software - UJET + Salesforce Integration
    UJET Software - UJET + Kustomer
    UJET Software - UJET + Zendesk Integration
    View 9 more
    UJET video
    UJET video
    UJET Software - 1
    UJET Software - UJET Web Call - End User View
    UJET Software - UJET Mobile Call - End User View
    UJET Software - UJET Smart actions on IVR (Lite SDK) - End User View
    UJET Software - UJET + Salesforce Integration
    UJET Software - UJET + Kustomer
    UJET Software - UJET + Zendesk Integration

    Features

    Total features of UJET: 64

    • API
    • Activity Dashboard
    • Alerts / Escalation
    • Appointment Management
    • Archiving & Retention
    • Auto-Responders
    • Automated Routing
    • Automatic Call Distribution
    • Blended Call Center
    • CRM Software
    • Call Center Management
    • Call Logging
    • Call Monitoring
    • Call Recording Software
    • Call Routing
    • Call Transfer
    • Canned Responses
    • Chat/Messaging
    • Communication Management
    • Computer Telephony Integration
    • Customer Experience Management
    • Customer History
    • Customer Segmentation
    • Customizable Branding
    • Dashboard Software
    • Feedback Management
    • File Sharing Software
    • File Transfer
    • Geotargeting
    • IVR / Voice Recognition
    • Inbound Call Center
    • Interactive Content
    • Knowledge Base Management
    • Knowledge Management Software
    • Live Chat Software
    • Manual Dialer
    • Mobile Access
    • Multi-Channel Communication
    • Multi-Channel Data Collection
    • Multi-Channel Management
    • Negative Feedback Management
    • On-Demand Communications
    • Outbound Call Center
    • PBX
    • Personalization and Behavioral Targeting Software
    • Phone Key Input
    • Proactive Chat
    • Queue Management
    • Real Time Reporting
    • Real-Time Chat
    • Real-time Consumer-facing Chat
    • Recording
    • Reporting & Statistics
    • Reporting/Analytics
    • SSL Security
    • Support Ticket Management
    • Survey/Poll Management
    • Surveys & Feedback
    • Text to Speech
    • Transcripts/Chat History
    • Transfers/Routing
    • VoIP Connection
    • Voice Customization
    • Voice Mail

    Alternatives

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    4.4
    #1 Alternative to UJET
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    Zendesk Suite

    4.4
    #2 Alternative to UJET
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    Five9

    4.2
    #3 Alternative to UJET
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    RingCentral MVP

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    Reviews

    Overall rating

    4.5 /5
    (116)
    Value for Money
    4.8/5
    Features
    4.5/5
    Ease of Use
    4.7/5
    Customer Support Software
    4.8/5

    Already have UJET?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 116
    Juan
    Overall rating
    • Industry: Outsourcing/Offshoring
    • Company size: 10,000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Awesome Tool

    Reviewed on 11/04/2020

    I have loved UJET since we've been using it. It has been a great tool not only for our business...

    I have loved UJET since we've been using it. It has been a great tool not only for our business operations, but also for back office, it helps a lot and we are able to gather information from it instead of calculating it manually like with other CRMS.

    Pros

    It's very easy to use and I love the amount of features that the developers were able to put into a single product that unlike other CRMs, it's way easier to access and to manage. It doesn't require too many clicks for you to get what you are looking for.

    Cons

    It needs some polishing on performance. It tends to get stuck sometimes which is understandable in a web based tool. But it shouldn't do that with simple tasks such as looking at lists of people. It also needs to improve the reporting tool which is great except when it delivers incomplete information and there is no other way to gather the information that you are missing.

    Alternatives Considered

    Five9

    Reasons for Choosing UJET

    Our client decided to change the platform since they were updating their support tools. UJET was better for their budget and for their operational requirements.

    Switched From

    Five9
    Lauren
    Overall rating
    • Industry: Retail
    • Company size: 501-1,000 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 9.0 /10

    Great experience with Ujet!

    Reviewed on 16/09/2019

    Overall, our experience has been good. We've been able to cut down on number of touches for calls...

    Overall, our experience has been good. We've been able to cut down on number of touches for calls where we can get information from the customer during the call, such as sending a photo of a damaged item. We have also been able to use the custom statuses for reporting on how our agents are spending their time. The live dashboard helps us keep service level high in real time, and move labor around as needed. I'm also continually impressed with the support we receive especially for being likely a smaller account of theirs. They treat us with just as much care as a team of a few hundred.

    Pros

    -Ease of set up. The implementation was very easy and for the most part, we can modify our set up with ease. Nothing requires some gigantic, time consuming or expensive implementation.
    -Smart actions/ in call SMS. Ujet has some very cool features that allow you to verify identity, send and receive pictures and accept payment information securely, all during a call with the customer.
    -The people! The team at Ujet is great, they are attentive and listen to feedback very well.

    Cons

    The native reporting functionality is still subpar. The team has been great about setting us up with a Looker instance that we use for reporting which is great, but I was expecting a bit more progress on the home grown reporting front by now.

    Valerie
    Overall rating
    • Industry: Consumer Electronics
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 9.0 /10

    Values you as a customer

    Reviewed on 21/03/2019

    Our use case for ujet is very small but it works very well for what we need. We've had a great...

    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.

    Pros

    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.

    Cons

    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.

    Allyse
    Overall rating
    • Industry: Consumer Services
    • Company size: 201-500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 9.0 /10

    Great customizable tool

    Reviewed on 21/09/2020

    We switched from Zendesk voice to Ujet and there is no comparison, Ujet is a way better tool. The...

    We switched from Zendesk voice to Ujet and there is no comparison, Ujet is a way better tool. The features available for call routing are amazing! There are some small tweaks but nothing that hinders the ability to receive and place calls so overall we love this tool.

    Pros

    The support team is quick to answer any questions or problems you may encounter. The operations management piece is relatively helpful along with the ability to customize pieces of the software for your specific business need.

    Cons

    I do wish some bugs were resolved such as any failed call or VM showing from a random agent instead of just whoever the actual vm or failed call was from.

    Mohamed
    Overall rating
    • Industry: Telecommunications
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Amazing Experience

    Reviewed on 14/10/2022

    everything looks very easy when it comes to usage and it doesn't need full training to handle all...

    everything looks very easy when it comes to usage and it doesn't need full training to handle all features, you can just get a couple of hints to use it, very easy actually.

    Pros

    Reporting is excellent, Routing is very easy, Creating teams and users.

    Cons

    The latency of the agent status just takes a couple of seconds to update the agent status on the agent dashboard, I wish it can be faster than that.

    Alternatives Considered

    Ginesys and Cisco Jabber

    Reasons for Switching to UJET

    Excellent in Service, very suitable prices, supporting all types of transactions "Call, Chat, Email, Ticketing" and the more important feature is the accuracy of the Reporting
    Showing 5 reviews of 116 Read all reviews

    UJET FAQs

    Below are some frequently asked questions for UJET.

    UJET offers the following pricing plans:

    • Starting from:
    • Pricing model: Subscription
    • Free Trial: Available

    Please contact us for pricing details: https://www.ujet.co/contact-sales

    UJET has the following typical customers:

    2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

    UJET supports the following languages:

    Chinese, Danish, English, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Portuguese, Spanish, Swedish

    UJET supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    UJET integrates with the following applications:

    Calabrio Workforce Management, Desk.com, Freshdesk, HubSpot CRM, Kustomer, Observe.AI, Salesforce Sales Cloud, ServiceNow, Verint Workforce Management, Zendesk Suite

    UJET offers the following support options:

    FAQs/Forum, Phone Support, 24/7 (Live rep)

    Related categories

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