UJET Inc., a leading provider of cloud contact centre solutions, and Calabrio, the customer experience intelligence company, announced a strategic and technology partnership enabling support teams to quickly deploy a cloud contact centre that delivers efficient, empathetic and consistent customer experiences across every channel.
Combining UJET’s modern customer support with Calabrio’s leading workforce and customer engagement solutions, the integration offers the cloud platform that the industry has been waiting for—one that is cloud-native, digital-first, and human-centric.
A deep cloud-to-cloud integration between the platforms addresses the need, accelerated by the pandemic, for contact centres to rapidly deploy, modernise and decentralise customer support operations.
“Customer support is rapidly transforming to support both the nature and expectations of digital consumers and the sudden shift to remote work, brought on by the pandemic. An integrated, connected environment can break down silos, modernise customer communications, and set organisations up for short and long-term success,” said Vasili Triant, Chief Business Officer, UJET. “Partnering with a market leader like Calabrio further enables us to holistically support contact centre professionals and business leaders as they navigate significant changes in their global operations.”
Connected data streams and out-of-the-box access to the full suite of UJET and Calabrio ONE—including Workforce Management (WFM), Quality Management (QM), Analytics and Advanced Reporting—gives support teams the workflows, features and reporting intelligence needed to turn real-time and historical customer and workforce data into actionable plans to better engage agents and customers.
“As Calabrio’s recent Evolving World of Work study found, the pandemic triggered an even greater demand from customers for expanded channel access beyond voice, yet they still expect these digital interactions to be infused with empathy,” said Tom Goodmanson, president and CEO at Calabrio. “This partnership with UJET provides our customers with the omnichannel centre they want, with the motivated agents and rich experiences their customers expect. The scalability of our joint cloud solution allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels.”
UJET and Calabrio are transforming what modern customer support can be and are at the forefront of their respective categories. UJET was named a Cool Vendor in Gartner’s 2019 Cool Vendors in CRM Customer Service and Support report and was recently recognized by G2 as one of the Top 100 Highest Satisfaction Products of 2020. Calabrio was named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management for the fourth consecutive year, and was named the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management.
UJET is propelling customer experience into the modern age by empowering support organisations to create intelligent workflows, make data actionable, and create a modern business model where organisations have the tools and technology they need to create an immersive, engaging, and one-of-a-kind experience for their customers. UJET is trusted by customer-centric, innovative enterprises including Google, Instacart, Green Dot Corporation, Wag!, Getaround, and iZettle, a PayPal service, to automate contact center processes and provide superior experiences that drive higher customer satisfaction.
Learn more and request a demo at www.getujet.com.
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and derives compelling insights from the contact centre. Organisations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support.
Find more at calabrio.com