Available only to agents with "Talk - Partner Edition" seats (see https://www.zendesk.com/talk/pricing/).**.)

About UJETUJET is propelling customer experience into the modern age. With its leading cloud contact center solutions, UJET empowers support organizations to create intelligent workflows, make data actionable, and create a modern business model where companies have the right tools and technology they to create an immersive, engaging, and one-of-a-kind experience for their customer.

UJET's seamlessly integrated Call adapter enables agents to focus on a more efficient, effective and positive customer experience while taking full advantage of Zendesk’s CRM platform.

Powerful Operational ControlsComprehensive configurations, include:

• Advanced context based routing engine: Intelligent, context based routing automatically directs customers to self-service solutions or the most appropriate live or virtual agents.
• Data flow: options for automated data flow and Zendesk interactions
• Web and mobile SDKs: out-of-the-box support center for websites and mobile apps
• CSAT: track, display and report on CSAT for all channels
• Key metrics: key session metrics, eg. Call ID, Wait Time, Handle Time, etc., are stored in Zendesk
• Session deflection: flexible options for after hours, overcapacity, or custom redirects, eg: call backs, to a different topic, voice mail, website, virtual agent, message

Agent Call AdapterUJET's Call adapter is seamlessly integrated into Zendesk and provides a modern agent experience with a comprehensive set of features:

• Agent or auto answer call configuration

• Configurable session notifications

• Automatic account lookup and existing/new ticket pop

• Real time diagnostic, user profile data added to ticket

• UJET Smart Actions, e.g.:

  • Real-time media sharing, eg. photo, video files

  • SMS messages

  • User verification via default mobile device login

• Transfers to agents or queues

• Single sign-on via various authentication service providers

• Option for agents to set their ‘next’ status while on a call

• Performance metrics

• Automatic Call Distribution (ACD) - routs calls to the right agent based on user segment, session context, agent skill and utilization

• Interactive Voice Response (IVR) - automated or consumer selected topic

• Place calls on hold

• Redact portions of a call

• Conference - add multiple parties to the call

• Click-to-dial

• Flexible outbound calling options

• Integrated after-call-work (ACW) workflow

• Access to voicemails and one click customer call backs

• Agents have access to their key performance metrics

• Call recording, chat transcript and quality monitoring tools