UJET

UJET

4.8
(7)

UJET provides a customer interaction platform designed to improve customer support by helping companies resolve problems faster.

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UJET Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

Not enough data available

Response Automation

Respond to common requests with standard reply

Not enough data available

SLA Management

Service Level Agreement Management

n/a

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Not enough data available

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

Not enough data available

Ticket Creation User Experience

User Experience of creating and submitting a ticket

Not enough data available

Ticket Response User Experience

User Experience of responding and recieving a response

Not enough data available

Inbound CCI Features

Automatic Call Distribution (ACD)

Intelligently route calls to the agent most qualified to handle the customer's needs. ACD can route calls either through pre-determined rules or advanced call distribution algorithms.

Not enough data available

Call Summary Notes

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

88%
(Based on 5 reviews)

Interactive Voice Response (IVR)

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

95%
(Based on 6 reviews)

Call Routing

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

97%
(Based on 6 reviews)

Call Queuing

Callers can be routed to a queue or placed on hold until an agent becomes available.

97%
(Based on 6 reviews)

Outbound CCI Features

Regulatory Compliance

Import and manage do not call (DNC) requests in order to ensure compliance with local and federal regulations.

n/a

Concurrent Calling

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Not enough data available

Dialing Tools

Automate calling with tools such as predictive dialing in order to maximize agent productivity. Determine a call-to-agent ratio that automatically places the optimal number of calls to place to reduce abandonment rates.

Not enough data available

Click-to-Call

Allow agents to place calls directly from business applications such as CRMs, contact center workforce solutions, or customer websites without having to manually dial numbers.

Not enough data available

Call Recording & Playback

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Not enough data available

CCI Platform Features

Custom Toll-Free Numbers

Purchase local or international toll-free numbers to call customers from familiar numbers, and let customers easily call local numbers that can then be routed to specific agents according to geography.

73%
(Based on 5 reviews)

Contact Database Management

Capture and manage contact information, either through an internal database or a CRM system.

67%
(Based on 5 reviews)

Administrator Access

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Not enough data available

Reporting & Dashboards

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

88%
(Based on 5 reviews)

Computer-Telephony Integration (CTI)

Link agent computer terminals to the ACD system to provide access to features such as click-to-call, CRM integration, and screen pops. Screen pops notify agents of incoming calls and provide call summary notes before the call is answered.

85%
(Based on 5 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Not enough data available

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Not enough data available

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

Not enough data available

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Not enough data available

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

Not enough data available

Customer and Contacts Database

Central repository for account and contact information

Not enough data available

Products and Version Tracking

Central repository for tracking products and product versions customer is using

Not enough data available

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

Not enough data available

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

Not enough data available

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

Not enough data available

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

Not enough data available

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

Not enough data available

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

Not enough data available

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

Not enough data available

Reporting

Not enough data available

Dashboards

Not enough data available

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

Not enough data available

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Not enough data available

Customization

Not enough data available

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Not enough data available

Internationalization

Not enough data available

Performance & Reliability

Not enough data available

Integration APIs

Not enough data available

UJET
4.8
(7)