UJET has launched its Agent Mobile App at the same time as winning Cloud-Based CX Solution of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards.
The award recognizes UJET’s secure architecture, its 100 percent uptime with CX Intercloud, consumer-to-agent media and message sharing, and more.
UJET is adding further capabilities in the form of its Agent Mobile App that offers agents, employees, and experts quicker and more effective customer service wherever they are working.
Anand Janefalkar, Founder and Chief Executive Officer at UJET, said: “Mobile customer support is no longer a nice-to-have; it’s a necessity.
“In the past, customer support was limited to employees who were physically located in a call center during business hours.
But in today’s digital world, consumers expect highly personalized support instantly, anywhere and anytime they need it, so brands that don’t offer mobile customer support are at a competitive disadvantage.
Agent Mobile App is a native mobile contact center that allows agents, supervisors, and others to transfer and receive chats and calls, initiate outbound calls, and use the Customer Relationship Management (CRM) system to resolve customer issues from their iOS or Android devices.
Agents can switch between their mobile and desktop apps as and when they need to during conversations.
UJET has designed the Agent Mobile App to offer digital and mobile-native agents “contextual, informed, and effective” interactions via existing smart-device capabilities, according to the company.
Features of the app include single sign-on authentication, intuitive call controls, and the ability to request and share photos, screenshots, and other media.
The app helps to streamline agent experiences with minimal setup or training required, meaning agents can spend the time they would have wasted accessing and using communications tools and devices to focus more on their customers.
The new contact center mobile app will be available to UJET customers at no additional cost.
CX Solution of the Year
UJET was awarded CX Solution of the Year by The CCW Excellence Awards, which recognizes the most innovative companies and best-performing executives for their contributions to the customer contact industry.
The purpose of the CCW Excellence Awards is to raise the standards for contact centers by locating top practices, thinking, creativity, and execution across the various areas of contact centers.
Janefalkar commented on receiving the award: “2023 has been a year of tremendous growth and momentum for UJET.
We are honoured by CCW’s recognition of the innovation and business impact we are delivering for customer service organizations and the brands they represent.
The awards were held at the CCW flagship event between June 19–22 at the Caesars Forum in Las Vegas.
Winners were chosen by a judging panel consisting of Customer Management Practice analysts, CCW advisory board members, customer contact practitioners, and industry influencers.
In April, UJET received the highest satisfaction score in the G2 Spring 2023 reports, as well as earning 71 badges for multiple categories and the Users Love Us badge.
In the same month, UJET released a Workforce Management suite with its partner, Google Cloud.
The following month, May 2023, UJET integrated Microsoft Teams with its contact center platform, allowing agents to collaborate more easily with subject matter experts on customer cases.
