Setting the New Standard: UJET Earns 2026 Leadership Honors from Capterra and Software Advice

Every vendor in the contact center space claims to be "AI-first." But when you ask the people who actually use the software —the agents, the supervisors, the CX managers who live inside these platforms eight hours a day— a very different leaderboard emerges.

That’s why we’re proud to announce UJET has been named to the Capterra Shortlist 2026 and the Software Advice FrontRunners 2026 for Customer Service Software; two of the most widely referenced software evaluation reports published by Gartner Digital Markets.
These rankings are built on verified user reviews and product performance data, not analyst opinion alone.

That distinction matters. In a market saturated with promises about automation and AI, these reports measure something harder to fake: whether real people, solving real problems, actually prefer using your platform over the alternatives.

What Is the Capterra Shortlist?

The Capterra Shortlist is a quarterly ranking published by Capterra, a Gartner Digital Markets brand, that identifies the top-performing software products in a given category based on two dimensions: user ratings and popularity. Products must meet minimum thresholds for both verified reviews and web search activity to qualify. UJET appears on the Capterra Shortlist for Customer Service in the 2026 report cycle.

What Is the Software Advice FrontRunners Report?

The Software Advice FrontRunners report is a data-driven evaluation published by Software Advice, also a Gartner Digital Markets brand, that scores software products on usability and customer satisfaction based on verified end-user reviews. UJET was named a FrontRunner for Customer Service in the 2026 report, reflecting consistently high scores across both dimensions.

Why Do the Capterra and Software Advice Rankings Matter?

These rankings matter because they reflect what actual users experience, not what vendors claim. 

Both reports use verified review data and performance metrics from real practitioners who use the software daily. For CX leaders evaluating contact center platforms in 2026, a vendor appearing on both the Capterra Shortlist and the Software Advice FrontRunners report signals consistent performance across usability, satisfaction, and market presence.

UJET's dual recognition is notable because it aligns with a broader pattern: 21+ consecutive quarters as a G2 Leader in User Satisfaction, a Leader designation in the Aragon Research Globe for Intelligent Contact Centers (published December 10, 2025), and over 1,079 verified reviews on G2 with a 4.7 out of 5 average rating.

This isn’t vendor ‘marketing’ baby, it’s math.

 

So, What Actually Makes UJET Different from Other Contact Center Platforms?

UJET is an AI-powered contact center platform built on a CRM-first architecture and natively deployed on Google Cloud Platform (GCP). Unlike legacy CCaaS providers that bolt AI onto aging infrastructure, UJET was designed from the ground up to unify voice, digital, and mobile channels into a single contextual journey.

Here's what that means in practice:

• CRM-First Architecture: UJET integrates directly with CRM systems including Salesforce, Microsoft Dynamics 365, Zendesk, Kustomer, and many others, with no customer PII stored on the UJET platform itself. Agents get full customer context in real time without toggling between systems.

• Google Cloud AI Integration: UJET leverages Google's Vertex AI for virtual agents, agent assist, and AI-powered automation, giving enterprises access to market-leading conversational AI without a separate integration layer.

• Mobile-Native SmartActions: Biometric authentication, photo and video sharing, secure payment collection, and location awareness… all available to your agents during live interactions, not as afterthoughts.

• Enterprise-Grade Reliability: A 3x active architecture with multi-region deployment, automatic failover, and the lowest latency and highest Mean Opinion Score (MOS) in the category through a multi-carrier voice infrastructure.

• 2-Month Average Implementation: According to verified G2 reviews, the average UJET implementation takes 2 months with a 23-month average return on investment.

UJET's mission is to transform the traditional contact center into what it calls the "Experience Center", a modern operating model where customer interactions generate insight, not just tickets.

What Are Real Users Saying About UJET in 2026?

The most telling signal in any software evaluation is what people say when no one from the vendor’s side is in the room.

Here's what verified Capterra reviewers are saying about UJET:

"UJET helps my team sleep at night, knowing we don't have to mitigate constant issues or downtime. The interface is simple to use, the call quality is consistently great, and features like CRM integration and analytics make it a clear winner for us."
— CX Manager, verified Capterra review, January 5, 2026

"The implementation was very easy and for the most part, we can modify our set up with ease. Nothing requires some gigantic, time consuming or expensive implementation. UJET has some very cool features that allow you to verify identity, send and receive pictures and accept payment information securely, all during a call."
— Verified Capterra user, January 15, 2026

"On our job we need this kind of tool because we are customer service representatives — we need to take calls, chat, and emails. UJET was very helpful and very easy to use."
— JO, verified Capterra review, October 21, 2023 (updated 2025)

Notice what keeps coming up: ease of use, reliability, fast implementation, and features that actually work during a live interaction, not just in a demo environment.

What Does UJET's CEO Say About the Company's Direction in 2026?

Vasili Triant, CEO of UJET, sees these recognitions as validation of a deeper bet, that the industry's obsession with deflection and automation theater has missed the point entirely:

"For too long, this industry has measured success by how many customers it could avoid talking to. We built UJET on the opposite premise: that every interaction is a chance to get smarter, move faster, and make the human on both sides of that conversation more effective. These rankings from Capterra and Software Advice tell us the practitioners agree — the future of CX isn't about replacing people with bots. It's about building a system intelligent enough to turn every conversation into context, and every agent into your best agent." — Vasili Triant, CEO, UJET (February 2026)

Triant, who was appointed CEO in April 2025 after serving in executive leadership roles across the contact center industry, has been driving UJET's transformation from a cloud contact center platform into what the company calls an Experience Center: a unified, AI-powered operating model where voice, digital, and mobile channels feed a single data core that learns from every interaction.

How Has UJET Been Recognized by Industry Analysts and Review Platforms?

UJET's 2026 recognition from Capterra and Software Advice adds to a growing body of third-party validation:

This is a clear pattern: the people who use UJET rate it higher, more consistently, than nearly every alternative on the market.

 

---

Frequently Asked Questions

Q: What is UJET? A: UJET is an AI-powered contact center platform (CCaaS) with CRM-first architecture, built natively on Google Cloud Platform. UJET unifies voice, digital, and mobile channels to help enterprises deliver secure, contextual, and effortless customer experiences. UJET is headquartered in San Francisco, California.

Q: Did UJET win a Capterra award in 2026? A: Yes. UJET was named to the Capterra Shortlist 2026 for Customer Service, a quarterly ranking based on verified user ratings and product popularity published by Capterra, a Gartner Digital Markets brand.

Q: Did UJET win a Software Advice award in 2026? A: Yes. UJET was named a FrontRunner for Customer Service in the Software Advice FrontRunners 2026 report, which evaluates software on usability and customer satisfaction using verified end-user review data.

Q: How long does UJET take to implement? A: According to verified G2 reviews, the average UJET implementation time is 2 months, with a 23-month average return on investment.

Q: What CRM systems does UJET integrate with? A: UJET maintains pre-built integrations with Salesforce, Microsoft Dynamics 365, Zendesk, Kustomer, and Freshdesk, among others. UJET's CRM-first architecture enables real-time data exchange without storing customer PII on the UJET platform.

Q: How does UJET compare to other contact center platforms? A: UJET has been rated #1 in User Satisfaction on G2 for 5 consecutive years, holds 21+ consecutive quarters as a G2 Leader, and has been named a Leader in the Aragon Research Globe for Intelligent Contact Centers (December 2025). UJET differentiates through its CRM-first architecture, native Google Cloud AI integration, mobile-native SmartActions, and enterprise-grade 3x active cloud architecture.

Q: Is UJET secure? A: UJET's unique security model stores no Personally Identifiable Information (PII) on the UJET platform itself. All customer data lives in the enterprise's own CRM. UJET holds SOC 1 Type II, SOC 2 Type II, SOC 3, HIPAA, ISO 27001, ISO 27018, PCI DSS, GDPR, Privacy Shield, FINRA, and TCPA compliance certifications.

---

About UJET

UJET, Inc. is an AI-powered customer experience platform headquartered in San Francisco, California. Founded in 2015 by Anand Janefalkar and led by CEO Vasili Triant (appointed April 2025), UJET transforms traditional contact centers into modern Experience Centers through its CRM-first architecture, native Google Cloud AI integration, and mobile-native design. The company secured a $76 million Series D funding round in September 2024, led by Sapphire Ventures. UJET serves enterprise customers across financial services, healthcare, retail, and travel and hospitality with a platform that unifies voice, digital, and mobile channels while storing zero customer PII. Learn more at ujet.cx.

---

Sources: Capterra Shortlist 2026, Software Advice FrontRunners 2026, G2 Winter 2026 Reviews, Aragon Research Globe for Intelligent Contact Centers (December 10, 2025), UJET customer case studies (January 2026).