The News:

The Contact Center as-a-service (CCaaS) market is dominated by stalwarts such as Genesys, 8X8, Avaya, Salesforce, Zendesk, and Five9, among others. UJET has amassed an impressive list of logos across retail, fintech, healthcare, and on-demand services providers. Driven largely by its solid reliability statistics and its CRM-focused data-handling policy, the company appears well positioned to continue its expansion in the competitive CCaaS market, having posted a 2015-2022 CAGR of more than 100%, while securing several accolades from users for ease of implementation and best support, among others.

Further, since March 2022, Google Cloud and UJET have established a partnership that supports Google Cloud’s first party CCaaS  offering, called Contact Center AI (CCAI) Platform, which is an integral part of Google Cloud’s conversational AI portfolio. UJET is a Google Cloud Build, Sales, and Service partner and is integral to bringing its conversational AI products to the contact center.

You can view details on the company’s solution here.

UJET: Leveraging Stability and Data-Handling Policy to Drive Customer Growth

Analyst Take:

Rather than simply leaning on the incorporation of generative AI models as a point of differentiation, CCaaS provider UJET highlights its cloud-based platform’s superior uptime and reliability statistics, its CRM-focused data-handing policy, and the unique relationship with Google Cloud as key selling points as it focuses on adding new customers from across the retail, fintech, healthcare, and on-demand services verticals. Instacart, Zettle, Spanx, Joybird, Google Health, Tonal, FitBit, and the Peace Corps, among others, are typical examples of the types of customers UJET serves.

Platform Stability and Call Quality Driving Customer Wins

According to a company briefing, UJET’s customers are focused on platform stability, call quality, and uptime as key decision criteria. UJET says that 70% of its business revolves around displacing other cloud contact center vendors that did not have the platform stability or reliability to handle huge surges in call volumes, such as one client who ran a television commercial during the Super Bowl but saw its contact center platform crash due to high call volume. UJET, meanwhile, claims 100% uptime and superior resiliency, at any scale for its UJET CCaaS 3.0 platform, and says the platform is triple active redundant across both the data layer and application layer, and it can even failover between public cloud infrastructures.

Call quality is another key selling point for UJET. The platform actively monitors the voice quality of all agents’ network connection, even when they are not on a call. If the signal quality drops below the acceptable threshold for maintaining good quality audio, the platform will not present a call to that agent until the signal strength is adequate, to prevent audio breakups, static, and disconnects.

Providing Data Security and Privacy by Making the CRM the Central Point of Truth

UJET does not store any customer data within its CCaaS platform, instead using the CRM as a central point of truth. By using intelligent routing and lookups, UJET can leverage any CRM software to determine how to route calls, how to route chats, and how to further engage with customers based on specific insights or triggers that are saved within the CRM. UJET has integrations with CRM software from vendors such as Salesforce, Microsoft Dynamics, Zendesk, and Kustomer, among others, and can also work with custom or homegrown CRMs.

Simply pulling data when it is needed from the CRM, instead of storing the information within the CCaaS application, reduces the number of places where data may be hacked into or leaked from, thereby increasing data security and compliance issues.  

Driving Growth via Google Relationship

Perhaps the most compelling aspect of UJET is the company’s relationship with Google, with Google Ventures serving as a major investor in the company. In addition to receiving financial support from the company, UJET has secured several agreements that closely tie the company to Google Cloud.

UJET is the only full-stack CCaaS vendor on Google Cloud and on the Google Cloud Marketplace, and UJET is Chrome Enterprise Recommended. Perhaps most important, Google Cloud and UJET have established a partnership that supports Google Cloud’s first party CCaaS offering, called Contact Center AI (CCAI) Platform, which is an integral part of Google Cloud’s conversational AI portfolio. UJET is a Google Cloud Build, Sales, and Service partner and is integral to bringing its conversational AI products to the contact center. This arrangement has largely been a factor in UJET’s most recent wins over the last quarter, and sets up the company for further growth in the coming months and years.

UJET’s Value Proposition

The CCaaS space is exceptionally crowded, and UJET has secured a number-one ranking from G2 users for customer satisfaction for 12 consecutive quarters. In the spring of 2023, G2 users also noted that UJET was classified as a Leader in the mid-market space, and garnered other accolades, such as being highly recommended, providing the best support, and being the most implementable solution.

In addition, the UJET platform integrates advanced contact center features, such as channel blending, photo and video sharing and biometric authentication. These attributes may help the company gain traction with larger organizations that are seeking to engage with customers in new ways and through new technologies.

That said, UJET has failed to become a household name in the CCaaS space, likely due to its customer concentration across smaller brands. However, the partnerships with Google may yet help it land larger and more visible deals in the future, particularly as the partnership continues to help the company expand beyond North America, which currently accounts for roughly 80% of the company’s revenue, and into other regions such as EMEA and LATAM.