#contactcenterworld, @UJETco, @googlecloud
Orlando, FL, USA, Mar 27, 2023 - UJET, Inc., an intelligent, modern contact center platform, announced UJET WFM, in partnership with Google Cloud. With the launch of its workforce management suite, also natively available within Google Cloud Contact Center AI Platform, UJET introduces new business intelligence solutions for the contact center industry. UJET WFM offers accurate forecasting, scheduling and real-time adherence monitoring to improve remote contact center agent performance, satisfaction and the overall customer experience.
The challenges of the post-pandemic workplace have disproportionately affected the customer service workforce and contact center industry. The average contact center employee turnover rate is as high as 45% due to high stress, little support and a lack of technology. In addition, remote work is creating hurdles for managers to ensure productivity, adequately schedule, address trends or pain points and reduce turnover. UJET WFM enables contact center leaders to better prepare for rapidly changing operational requirements, and staff accordingly, with advanced forecasting and actionable insights for intraday performance changes that match a contact center’s needs.
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"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," said Vasili Triant, Chief Operating Officer at UJET. "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."
"UJET has reinvented WFM, not as a separate add-on app, but as a fully integrated feature of its CCaaS solution. UJET WFM is not a bolt-on. It doesn't require any imports or duplication of data," said Dave Michels of TalkingPointz. "The user interface is modern, intuitive and accessible. There was clearly a lot of experience that went into the design of UJET WFM."
"The interest and adoption we’ve seen over the last year with Contact Center AI Platform from our customers has been incredibly strong," said Yariv Adan, Director of Cloud Conversational AI at Google Cloud. "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."
Posted by Veronica Silva Cusi, news correspondent
UJET is a cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers.
About Google Cloud:
Google Cloud accelerates every organization's ability to digitally transform its business. We deliver enterprise-grade solutions that leverage Google's technology. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
Published: Thursday, March 30, 2023
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