UJET

What UJET does

UJET is the Experience Center, a cloud-native platform that replaces fragmented contact center stacks. It unifies interactions, data, and intelligence to provide fast, personalized customer service. The platform leverages AI for routine tasks and empowers humans for complex relationship building. UJET offers a unified, AI-powered Contact Center as a Service (CCaaS) and Workforce Management (WFM) platform designed for organizations of any size. It focuses on secure, scalable, and integrated solutions, with a CRM-first approach that avoids storing customer PII on its platform.

Products

• UJET PlatformA unified, AI-powered Contact Center as a Service (CCaaS) and Workforce Management (WFM) platform that orchestrates multimodal customer experience in a single platform.
• AXO (Agentic Experience Orchestration)A contextual intelligence platform that unifies customer conversations, context, workflow execution, and continual improvement, overlaying on existing CCaaS platforms to provide Agentic AI at every touchpoint.
• Spiral by UJETAn AI-powered conversational intelligence tool that analyzes millions of support conversations across channels to identify trends, pain points, predict future needs, and provide actionable insights from unstructured data.

Key capabilities

• AI-Powered Contact Center
• One agent workspace unifying voice, video, chat, SMS, email, and social
• Smart routing based on customer data, agent skills, and interaction history
• Mobile-native support: in-app voice and video, screen sharing, media exchange, biometric authentication
• CRM-first by design with native connectors to Salesforce, Zendesk, Microsoft Dynamics, and custom CRMs
• Real-time sync with interactions writing to system of record and no customer PII stored on UJET platform
• Generative AI virtual agents for personalized self-service
• Seamless escalation to human-assisted conversations while preserving context
• Real-time coaching and next-best action guidance for agents
• Automate routine tasks and workflows
• AI-powered forecasting for staffing optimization
• Data-driven insights for service levels, wait times, and costs
• Unmatched security, reliability, and disaster recovery
• Enterprise compliance and certifications (SOC 2, HIPAA, PCI)
• Scalability to meet demand
• Seamless integration with CRM, WEM, Outbound Dialing, Quality Management, Virtual Agent, Agent Assist, and BI partners
• Omnichannel experience: unified voice, SMS, web chat, and social messaging
• Seamless transitions between channels without repetition
• Personalized interactions leveraging student data
• Intelligent self-service
• Real-time agent assist with live coaching and smart replies
• Automated summaries to reduce wrap-up time
• Conversational Analytics
• Mobile Experiences with biometrics and rich media sharing
• 3x Active Enterprise Cloud Architecture with multi-carrier resiliency and multi-region support
• Patented SmartActions
• Web and Mobile SDKs
• Automated Taxonomy for data clustering
• Omnichannel Truth: single, queryable source for calls, chats, emails, and social
• P&L Attribution for financial impact of product pain points
• Queryable AI Agent for plain-language questions
• Virtual Agent (Voice)
• Virtual Agent (Chat)
• Agent Assist (Voice)
• Agent Assist (Chat)
• Summarization (Voice & Chat)
• Insights (Analysis and Topic Modeling)
• PSTN Voice Channel
• Standard Reports & Dashboards
• Single Sign-On
• CRM Adapters
• Web SDK
• Agent Desktop Experience
• SMS Blending
• Mobile SDK
• Advanced Reports & Dashboards
• APIs & Data Exporter
• Chat Channel
• Email Channel
• Social Channel
• In-App Voice
• Outbound Dialer
• CoBrowse (Web)
• CoBrowse (Web+Mobile)
• Microsoft Teams Integration
• Workforce Management
• Automated ticket management tools and shortcuts
• Biometric authentication (Face ID, fingerprint)

Use cases

• Transforming and future-proofing contact centers
• Deploying generative AI virtual agents for self-service
• Empowering agents with real-time coaching and next-best action guidance
• Automating routine tasks and workflows
• Optimizing staffing levels with AI-powered forecasting
• Gaining holistic views of contact center performance
• Detecting emerging issues before they escalate
• Analyzing support conversations to identify trends and pain points
• Providing secure and compliant customer support
• Enhancing student engagement and support in higher education
• Improving customer satisfaction and reducing wait times
• Orchestrating effortless customer journeys
• Replacing legacy CCaaS platforms
• Providing personalized, autonomous support and seamless escalation
• Continuously learning and adapting the platform and virtual agents
• Scaling with existing workforce
• Eliminating costly legacy tools and manual workflows
• Improving employee and virtual agent performance
• Delivering in-app support for on-demand services
• Intelligently routing customers to the right agent or department
• Personalizing customer interactions with real-time data exchange
• Managing multiple channels and large volumes of interactions
• Reducing agent training time
• Providing secure, AI-powered support in financial services
• Handling seasonal demand in retail
• Automating routine inquiries in retail
• Simplifying product support with visual tools
• Extracting actionable intelligence from customer conversations

AI approach

UJET's platform, AXO (Agentic Experience Orchestration), uses AI to automate routine tasks, provide real-time coaching, smart routing, summarization, and conversational analytics. It features AI Virtual Agents for personalized self-service and AI Assistants for live agent support, ensuring context is maintained during escalations. The platform continuously learns and adapts from conversational data.

Tech named: AI Virtual Agents, AI Assistants, Conversational AI, Generative AI, LLMs, Conversational Analytics, Agentic AI

Industries served

• Software Development
• Higher Education
• On-Demand Services
• Fintech
• Healthcare
• Retail

What it says sets it apart

• Cloud-native platform that replaces fragmented contact center stacks
• Unifies interaction, data, and intelligence in one place
• AI for the grind, humans for the gold philosophy
• CRM-first by design, storing no customer PII on UJET platform
• Built with privacy and protection at the core (SOC 2, HIPAA, PCI)
• Unmatched scalability and security
• Unique CRM-first approach (no PII storage)
• Mobile-native support with in-app voice, video, screen sharing, media exchange, biometric authentication
• Agentic Experience Orchestration (AXO) platform for Agentic AI at every touchpoint
• Spiral by UJET for AI-powered conversational intelligence and actionable insights
• Real-time data exchange for CRM
• 3x Active Enterprise Cloud Architecture for reliability and resiliency
• Patented SmartActions for flexible customer engagement
• Platform-agnostic architecture for quick deployment of Spiral by UJET
• Focus on eliminating administrative debt and transforming contact centers into revenue engines
• Ability to embed the entire customer journey into apps
• Provides intelligent customer experience across channels and devices
• Multimodal, omnichannel customer experience
• AI-Driven Routing
• Visual IVR
• Industry's only real-time data exchange for the CRM
• Beyond omnichannel to design truly seamless experiences

Funding rounds we track

From the AI funding tracker — rounds as reported by the linked publications.