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

• Supports web, mobile chats, and SMS and social messaging

• Configure maximum chat concurrency per agent

• Agent or auto dismissal of unresponsive chats

• Configurable target agent response time with reminders

• Hierarchical chat shortcuts

• Agent or auto answer chat configuration

• Configurable session notifications

• Automatic account lookup and existing/new ticket pop

• Real time diagnostic, user profile data added to ticket

• UJET Smart Actions, including:

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

  • User verification via default mobile device login

  • Mobile screenshot feature

• Transfers to agents or queues

• Single sign-on via various authentication service providers

• Option for agents to set their ‘next’ status while 'in chat' status

• Agent specific performance metrics