Inc., the company that is reimagining customer support with
multichannel solutions that fully leverage smartphone technology and
intelligent automation, today, at Customer
Contact Week (CCW) in Las Vegas announced the general availability
launch of enhancements to the UJET Customer Support Platform. With these
latest integrations and enhancements, UJET is expanding its
functionality within the entire contact center ecosystem. Featuring new
workforce management (WFM), quality management (QM), and customer
relationship management (CRM) integration and configuration
capabilities, the UJET platform now provides expanded capabilities for
support agents, supervisors, and administrators, enabling more
out-of-the-box data connection, display, and integration options across
new and existing systems.
The new integrations and features to the UJET Customer Support Platform
Microsoft Dynamics 365 Integration – Microsoft Dynamics 365
users now have full access to the UJET Customer Support Platform.
Dynamics customers can leverage UJET’s call and chat adapters,
patented smart-actions and advanced routing, including logical
evaluation of user segmentation data from Dynamics, helping to reduce
overall session times.
Verint Monet WFM Integration (Workforce Management) – With the
new Verint Monet WFM integration, data can automatically be pushed
from the UJET platform into the WFM system, allowing enabling
supervisors to support agents and supervisors to more efficiently run
their contact center. Now, support teams can incorporate forecasting,
scheduling, and better optimize their contact center workforce and
resources through the UJET platform.
Verint Monet QM Integration (Quality Management) – By
integrating with the Verint Monet QM, UJET’s call adapter now directly
integrates with Verint Monet, meaning the right data is automatically
delivered to, and subsequently evaluated by the QM system. The QM
integration allows for monitoring and evaluation of agent interactions
with customers, tracking keywords, and other key performance metrics,
quotas, and goals.
Customizable Ticket Title – Customer support professionals can
now customize ticket titles quickly and easily via dynamic parameters,
in order to help agents see additional useful information, and enable
easier and more refined session classification processing within the
CRM. Agents, supervisors, and administrators can now customize tickets
by phone number, call chat ID, menu path, time stamp, language, and
Custom Field Lookup – UJET now allows agents, supervisors, and
administrators more flexibility by using their own, existing unique
identifiers when looking up end users. Support professionals can now
easily and efficiently assign sessions and customer information by
referencing their preferred customer ID.
“Whether it is attempting to efficiently resolve a customer issue,
managing the agent workforce, tracking agent performance and quality of
service, or optimizing data flow, support agents and supervisors often
find themselves maneuvering between multiple separate systems,” said
Joerg Habermeier, Head of Product at UJET. “The latest enhancements to
the UJET platform further cement our commitment to a cloud-native,
mobile-focused, and intelligent approach to simplifying and optimizing
the connection of the entire contact center ecosystem.”
Visit UJET at booth #924 in the Expo Hall during the conference.
To learn more, please visit: https://www.ujet.co/integrations/.
To request a personalized demo, please visit: https://www.ujet.co/contact-sales.
Tweet this: At #CCWVegas19 @UJETco unveils enhancements to
customer support platform that expand fit and flexibility within contact
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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, Instacart, Postmates, Atom Tickets, Blink
and Grupo Bursatil Mexicano (GBM) to automate contact center processes
and provide superior experiences that drive higher customer
satisfaction. For more information, visit www.getujet.com.