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News : UJET Teams with Google Cloud to Deliver Complete AI-Powered Contact Center Platform

#contactcenterworld, @UJETco, @google

San Francisco, CA, USA, Mar 23, 2022 -- UJET, Inc., an intelligent, modern contact center platform, announced a broader relationship with Google Cloud, extending its Contact Center AI (CCAI) to include a native, AI-powered, contact center platform. CCAI customers can now unify their contact center technology stack with a complete cloud-native solution, managed, delivered and supported by Google Cloud, and running on Google Cloud Platform (GCP).

"UJET and Google Cloud are working together to deliver customer experience innovation at enterprise standards for security, scale, and reliability - removing previous barriers to cloud adoption and digital transformation," said Vasili Triant, Chief Operating Officer at UJET. "With this unified solution, Google’s customers can simplify and accelerate digital transformation and the incorporation of AI in their customer and agent experience."

Through this agreement, Google is expanding the Contact Center AI solution suite, unifying the technology stack for Contact Centers. UJET and Google Cloud will partner to jointly develop and deliver the Contact Center as a Service (CCaaS) roadmap, offering even further consolidation of contact center technologies and AI-powered innovation in the future.

Brands across retail, financial services, and healthcare have invested heavily in AI, cloud, and digital transformation over the last two years. However, according to Salesforce’s 2021 State of Service Report, 88% of service teams continue to see technology gaps. Data management, compliance, infrastructure upgrades and business logic integration across disparate systems continue to stall progress for both customer service leaders and their technology counterparts. As consumer demand for self-service and digital engagement continues to rise, organizations that invest in consolidated solutions across AI and customer experience will secure significant competitive advantages around consumer preference and loyalty.

"The last few years have taught us that in order for a company to thrive they must maintain customer confidence with quick and clear communication," said Andrew Moore, vice president and general manager of AI and industry solutions at Google Cloud. "Our Contact Center AI Platform has enabled our customers to leverage AI in their contact centers at scale to provide the best possible customer experience. Now with UJET, we are able to further extend our offering through a unified technology stack for contact centers to continue to cost effectively maintain a high level of customer satisfaction."

According to industry analyst Sheila McGee-Smith of McGee-Smith Analytics, "Google Cloud’s Contact Center AI is already a force in the contact center industry thanks to its early focus on AI for customer experience. She continued, "Through their partnerships with UJET and Salesforce, as well as these expanded capabilities, Google Cloud's Contact Center AI Platform will help define the future of customer service by powering more secure, engaging and personalized customer experiences."

#contactcenterworld, @UJETco, @google

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About UJET:
Company LogoUJET 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.
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About Google:
Company LogoGoogle Inc. is an American multinational public corporation invested in Internet search, cloud computing, and advertising technologies.
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Today's Tip of the Day - What Do You Need?

Read today's tip or listen to it on podcast.

Published: Thursday, March 24, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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