UJET for Contact Center Management
Use Cases and Deployment Scope
We utilize it as a Contact Center Management System. IVR and integration with Salesforce. It helps to provide a solution for our service/support team members who are assisting our customers with inquiries. It integrates directly with Salesforce which is where we store most of the customer relationship management information. They are PHI compliant which is critical for our company.
Pros
- IVR
- Outbound Calls
- Transfer Calls
- Create Case records in Salesforce
Cons
- CRM integration customization
- Advanced Reporting
- SSO Integration
Likelihood to Recommend
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.
