UJET and Google Cloud have partnered on the launch of the workforce management suite ‘UJET WFM’.
UJET WFM provides forecasting, scheduling, and real-time monitoring to enhance contact center agent performance. The contact center solutions will be available both via UJET and the Google Cloud Contact Center AI Platform.
The announcement was made by UJET at Enterprise Connect 2023, where, a year ago, the product partnership between UJET and Google became generally available. Since the pair teamed up in October 2021, they have already gained availability in ten countries, with 30 countries expected by the end of the year.
Vasili Triant, Chief Operating Officer at UJET, said: “Managing a contact center has become much more complex in recent years due to the rise and proliferation of a distributed workforce, resulting in the need for more innovative workforce management tools.
“UJET WFM powers the modern-day contact center with real-time data and analytics to optimize staffing, support omnichannel workflows, reduce manual labor, and strengthen agent satisfaction.
We’re excited to offer these capabilities, both to our customers and to Contact Center AI Platform customers, as they seek to streamline operations and improve their customer and agent experiences.
Citing the Harvard Business Review’s statistic that the contact center employee turnover rate is up to 45 percent due to high stress and a lack of technology and support, UJET believes its solution will help to ease some of the post-pandemic challenges in the customer service workplace.
Furthermore, UJET points to McKinsey’s American Opportunity Survey, which found remote work is making it difficult for managers to promote productivity, effectively schedule, reduce turnover, resolve pain points, and address trends.
UJET WFM allows contact center leaders and staff to meet changing operational requirements, with same-day insights and forecasting.
UJET WFM Features
Features of UJET WFM include:
- intelligent forecasting, which provides accurate forecasts of customer demand to enhance contact centre staffing choices.
- Automated scheduling, in accordance with customer demand, lets agents select their shifts based on availability.
- Multi-modal support enables forecasting and scheduling in a quick and easy-to-use solution.
- Analytics, data, meetings, scheduling, and trends help to simplify contact centre workforce management.
- Adherence monitoring lets contact centre leaders monitor and compare agent scheduling and agent behavior.
- The quick implementation and scalability of the solution mean it can be deployed in a matter of weeks for both small and large contact centre teams.
According to Dave Michels, Principal Analyst at Talking Pointz, UJET WFM did not appear to be an initial release product. Michels found that UJET had “quietly acquired” Authority Software last year, and it did not want to announce the acquisition until WFM had been completed.
Not only does the Authority Software acquisition provide provenance for the UJET WFM solution, it also means we can expect PCI and quality management solutions to be added soon, Michels believes.
Yariv Adan, Director of Cloud Conversational AI, Google Cloud, said: “The interest and adoption we’ve seen over the last year with Contact Center AI Platform from our customers has been incredibly strong.
Our customers are gaining significant operational efficiencies from the platform – but forecasting and scheduling are still frequently manual processes. With Contact Center AI Platform + WFM, we will help them become even more efficient, while also harnessing business intelligence to improve their customer experience as well.
In December last year, UJET launched UJET Connect to provide a pre-CCaaS migration assessment package, which broadened its target audience to compete with the likes of Cisco, Avaya, and Genesys.