IBM watsonx Orchestrate vs. UJET

The only thing that really stands out and could use some fixing is the tutorial part of things and they aren't that enticing to learn from... there are still questions that come up and aren't in the tutorials listed... But when we did start creating our own AI tools and implementing them it was very seamless and worked well for most of our team! Which stands out, a lot of IT workers agreeing on a tool is very complicated

Incentivized

Great value for the money. They are always releasing new features, their support team is very responsive and they care about the customer experience. Overall I would say they are working to provide a product that is valuable, useful, and intuitive. Specifically, well-suited areas include: the IVR system, routing, and configuration Areas we have not explored include the chat service and virtual agent but they seem like worthwhile tools to explore.

Incentivized

• Tracking number of calls and chats everyday
• Tracking Average handle time
• View calls waiting in the queue

Incentivized

• CRM integration customization
• Advanced Reporting
• SSO Integration

Incentivized

UJET is better when it comes to tracking AHT and the number of interactions. It also provides us with real-time CSAT

Incentivized

• There were a few system outages, they have since implemented a business continuity plan
• Their onboarding support was really good
• They built out an integration to Assembled which is great for workforce management

Incentivized