Use the “Technology Under the Covers” for Google Cloud

Officials described Ujet as “reimagining” the contact center.

It’s hard for channel partners not to notice the technology behind cloud contact center provider Ujet.

The organization, which recently celebrated its seventh year in business, has collected several accolades. For example, it won this year’s prestigious Best of Enterprise Connect Overall award for its CX Intercloud. However, Ujet’s fame may be slightly overshadowed by the company it keeps. Google Ventures is an investor in Ujet. It has strategic alliances with AWS, Salesforce and Google Cloud to name a few. We’ll get to Ujet’s connection to Google Cloud in a moment.

But first, it’s important to understand the ethics of the company. Officials described Ujet as “reimagining” the contact center for modern consumers and brands. At its core, Ujet is a cloud-native, mobile-focused, multi-channel customer support product.

Modern cloud architecture

Blair Pleasant of COMMfusion

“I would say one of the biggest differentiators of Ujet is its focus on mobile capabilities and its ability to leverage features and capabilities from the mobile device that most other CCaaS providers can’t,” said Blair Pleasant, president and chief analyst at COMMfusion. “It makes it seamless to get customer support through the mobile device using various channels including voice, video, text, etc. I don’t think other providers have this level of functionality when it comes to mobile customer service.”

Pleasant added that Ujet uses modern cloud architecture, but they are not the only ones that can do this.

“Of course, Amazon Connect using the AWS platform is extremely scalable,” she said.

Ujet also brings together multiple cloud platforms, which only a handful of competitors can do (Genesys is doing a lot in the multicloud space, Pleasant said). Ujet uses a service network to create a single cloud to balance the load of the entire stack so that end customers perceive it as a single system. This is different in terms of uptime and reliability than what other vendors offer, Pleasant added.

“Agile and quick to move”

Ujet claims its CCaaS 3.0 is the most advanced contact center in the world. That’s a bold claim; however, customers report dramatic reductions in areas such as processing time, a drop of 30% for some organizations using Ujet products. As for contact center staff, the company’s platform can scale linearly to tens of thousands of agents. For a single tenant, most are limited to 3,000 and need to start “pooling multiple tenants,” Udgett said.

Ujet operates as a startup but doesn’t bill itself as such. The company, which has more than 200 employees and three offices around the world, releases features every two weeks.

Basil Triant from UJET

Basil Triant of Udzhet

“We are very flexible and quick to move,” said Ujet COO Vasili Triant. “So while we have processes that we continue to put in place as we grow, we’re not like ‘bureaucrats’ and stuck in the mud.”

It’s this flexibility, officials said, that made working with Google an easy relationship.

“The fact that Google chose Ujet as its CCaaS partner speaks volumes, as Google could have partnered with any number of more established CCaaS players, but chose Ujet for its scalability, reliability, functionality and capabilities,” Pleasant said.

Google Cloud contacted Ujet because customers requested an out-of-the-box contact center solution from the cloud giant. Google Cloud is known for developing contact center toolsets, but it is not an all-in-one product.

“What Google used to do was provide a lot of tools that companies like us or others could take and build into an artificial intelligence toolkit for virtual agents, for chatbots, for natural language processing,” Triant said .

Google Cloud and the Contact Center

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