Four Takeaways From UJET’s Blueprint for Better CX

Consumer expectations have changed dramatically in the last decade, making customer experience (CX) the new brand touchstone. This shift shines a bright spotlight on contact centers, which are no longer merely support hubs but the frontlines for a brand’s success–and staying power.

Contact centers must continually adapt and innovate to build better experiences throughout the customer journey. The latest white paper from UJET, Building the Modern Contact Center: A Blueprint for Better CX, is a comprehensive and practical guide for organizations ready to transform their support operations from cost centers to strategic value generators. It outlines a clear blueprint for establishing the foundation of a modern contact center for modern consumers. 

In this blog post, we'll summarize the key takeaways from the paper.

The Experience Imperative: Why Contact Center Transformation Can’t Wait

We're living in the age of experience: Research shows that a staggering 79% of consumers will switch to a competitor that provides better experiences, making the stakes for getting CX right (and wrong) sky-high. 

In fact, Forrester research points to a critical gap between what customers expect and what most businesses deliver—particularly in providing seamless cross-channel experiences and compelling digital interactions. Brands that excel at CX are reaping substantial rewards, with loyal customers willing to pay anywhere from 50% to 220% more to stay with brands they trust.

So, the question isn't whether your contact center needs to transform to meet the demands of the modern consumer, but how quickly you can make it happen. That’s because today your contact center isn't just supporting your brand—it's defining it.

Four Pillars of a Modern Contact Center

The hard truth, though, is most businesses are falling short of consumer expectations for seamless, intuitive experiences across channels.  That’s why we've identified the four fundamental pillars necessary to support a modern contact center that delivers on modern expectations.

1. Solution Partner Alignment

A good Contact Center as a Service (CCaaS) provider can streamline processes, enhance operational efficiency, and ultimately contribute to loyalty-building CX. But the right long-term partner doesn’t  just sell you technology, it invests in your success. When choosing a solution partner, look for consistent performance, responsive support, and a commitment to evolving with your needs.

UJET excels in this level of partnership by delivering award-winning customer success and high-touch support for businesses of every size. Through dedicated success managers, we focus on understanding the specific needs of each of our customers, ensuring a customized approach to implementation and ongoing supportive engagement.  

2. Innovation-Ready Platform Architecture

The foundation of exceptional CX is a cloud-native platform built for reliability, security and scalability. Unlike legacy systems with AI capabilities bolted on as an afterthought, a modern platform should have intelligence embedded throughout the customer journey and the ability to continually optimize performance.

UJET’s platform enables contact centers to continually innovate. It seamlessly integrates with existing systems like Google Cloud and AWS, empowering streamlined processes and enhancing both agent and customer experiences.

3. Intelligent Omnichannel Capabilities

Modern consumers don't think in terms of "channels,” they expect seamless experiences regardless of how they choose to engage–especially on mobile devices. Your contact center must bridge the experience disconnect, bringing together voice, digital, and mobile interactions into coherent customer journeys that always maintain context and continuity.

UJET’s omnichannel capabilities are designed to meet people where they are. By centralizing all customer interactions—voice, chat, email, social media—CX is consistent across channels. No information has to be repeated regardless of when or where it’s shared.

4. Human and Digital Workforce Optimization

The winning formula for contact centers is a balance of operational efficiency and loyalty-building CX  through the strategic application of AI-powered automation and empowered human agents. Virtual agents should enhance the experience, not create frustration, while AI-assisted tools empower human agents to be more effective and empathetic.

Intelligent automation is revolutionizing the contact center environment, and UJET is at the forefront of this change. Our AI capabilities not only speed up processes but also enhance the quality of service. By leveraging AI-powered automation for intelligent call and chat routing, agents can focus on complex issues rather than mundane tasks, for faster resolution and increased satisfaction for all.

The Cost of Inaction

As technology and customer expectations continue to evolve, the gap between CX leaders and laggards is widening. Organizations that maintain disconnected systems and fragmented customer journeys face:

• Declining customer loyalty and advocacy

• Reduced operational efficiency

• Difficulty attracting and retaining top talent

• Growing vulnerability to more agile competitors

Whether you're just beginning your contact center transformation journey or looking to accelerate ongoing efforts, our comprehensive blueprint provides the insights you need to build experiences that truly differentiate your brand.

The white paper explores how UJET's unique approach—combining mobile-first design, cloud-native architecture, and embedded AI—uniquely addresses the challenges of today's contact centers while positioning you for what's next.

Download Building the Modern Contact Center: A Blueprint for Better CX to discover how to transform your contact center from cost center to value driver. And when you’re ready to talk to our team of experts about how UJET can start helping you meet your goals, let’s talk.