There are 200,000 companies in the US alone considered “mid-market”, with a market cap between $10MN and $1BN.
Many vendors in the CCaaS space claim to cater to these businesses, running implementations from 100 to 5,000 seats.
However, the moment these contact center providers land their first big enterprise logo, their focus starts to slip.
Just think of all the UCaaS vendors that shifted into the CCaaS space. Some have become enamored with the prestige of big logos and have lost sight of the mid-market.
That’s worrying. After all, mid-market organizations have many of the same needs as enterprises but can be priced out or lost in the shuffle as vendors cater development and support to complex enterprise use cases.
Above all, mid-market organizations do not have the same resources and bandwidth as larger organizations to manage multiple vendors and integrations across their technology stack, and are usually better served by all-in-one solutions – though that often results in tradeoffs around features and capabilities.
Enter UJET: the CCaaS provider pledging to put the mid-market first.
Why the Mid-Market?
UJET has worked extensively with both mid-market and enterprise contact centers over the years. At one point during the pandemic-fueled cloud contact center surge, it even supported the largest global cloud contact center.
Yet, over the past two years, as many vendors wrestled with an economic downturn, layoffs, and the like, UJET shifted its strategic focus to supporting the launch and growth of the Google Contact Center AI Platform as part of a special relationship with the tech giant.
Through that relationship, UJET gives Google CCaaS market expertise and support for its go-to-market. In return, UJET benefits from joint development of the roadmap and platform and exclusive access to Google’s AI expertise and resources. (It’s also worth noting that Google has been an investor in UJET since 2018).
As such, the vendor isn’t leveraging AI as a bolt-on, but rather embedding it into the heart of its cloud-native platform. That’s a crucial difference for companies of any size that are wrestling to find a cohesive AI strategy for their customer experience.
Yet, UJET doesn’t wish to compete against Google for large, global enterprise business. Instead, the CCaaS stalwart now wants to make that same, all-in-one enterprise-grade solution available at a price point and with packaging that’s accessible for the broader market,
As Baker Johnson, CMO of UJET, explained:
“Our maturing platform and AI capabilities make us extremely appealing and competitive in the mid-market, which is burdened by bolt-ons, point solutions, and cumulative costs.”
Indeed, many mid-market contact centers resort to makeshift CRM or UCaaS extensions, with voice, workforce optimization, and knowledge management plug-ins. That creates a complex myriad of expensive point solutions.
Thankfully, the UJET Cloud Contact Center Platform offers an all-in-one alternative.
The Mid-Market Promise: Cost Effective, All-in-One, AI-First CCaaS
UJET offers a CRM-centric CCaaS platform, ideal for mid-market businesses wishing to converge their core CX platforms.
Its design enables real-time bidirectional data flows between UJET and the CRM platform, unlike most integrations that rely on periodic data replication and synchronization.
As a result, UJET enables more complete data sets to power its AI-first platform.
That AI-first platform leverages Google AI within every element of its offering. As Johnson stressed:
“UJET demonstrates that AI can revolutionize every aspect of contact center operations, setting us apart from simple chatbot-focused providers.”
Indeed, from the agent experience and routing to conversational intelligence and workforce management, UJET has successfully employed an “AI everywhere” strategy.
Moreover, because that AI stems from UJET’s special Google relationship, the vendor can be more economical than its CCaaS competitors. Its mid-market focus also supports this cost-efficiency.
The cost-effective, tailored proposition from UJET includes everything a mid-market contact center needs as part of an all-in-one CCaaS solution. In other words: no more tricky to implement bolt-ons.
Yet, perhaps most critically, businesses should note that UJET isn’t a business pivoting into the CCaaS space. It knows what it takes to deliver seamless CCaaS implementation, as Aragon Research recently recognized when naming UJET a leader in intelligent contact centers.
Growth though the Technology Services Distributors Channel
In support of this new focus, UJET has announced an exclusive partnership model with its Technology Services Distributors (TSDs) – Intelisys, Avant, and Telarus. This move signifies UJET’s confidence in the power of these partnerships to drive growth in the mid-market segment. By exclusively selling its solutions through these TSDs, UJET aims to expand and accelerate its reach in the SMB and mid-market enterprise space, and demonstrate their commitment to making this innovation more broadly available. UJET has appointed Geoff Works, a Cisco veteran with over 20 years in channel sales, and Keith Dennis, a sales leader from 8×8, RingCentral, and Talkdesk, to lead their channel and direct sales efforts, respectively.
A Welcome Alternative for Mid-Market CCaaS Buyers
Consider conventional business technology buying patterns. Enterprises typically choose the safety of broad platforms, and SMBs settle for point solutions.
Meanwhile, the mid-market is stuck between a rock and a hard place.
In the contact center, that story is no different. Mid-market buyers must decide between a comprehensive CCaaS solution or various plug-ins for their chosen CRM/UCaaS solution.
No matter the decision, the complexity is often too high for IT, admins, and – ultimately – the contact center team. Thankfully, UJET aims to disrupt the status quo.
With the UJET Cloud Contact Center Platform, buyers receive an advanced, cost-effective alternative.
To learn more about its disruptive mid-market CCaaS offering, visit: ujet.cx
