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UJET Wins CX Awards Best Contact Centre Platform 2023

by Justin Robbins

We are thrilled to announce UJET won the Best Contact Centre Platform category in the 2023 CX Awards, presented by CX Today. UJET topped all vendors with a comprehensive offering incorporating omnichannel and analytics and advanced features and integrations. Applicants were measured on the platform’s ability to improve the user, team, customer, or business experience, its ability to innovate and provide a positive impact to platform users, and the company’s ability to execute and produce results for its customers. Judging for the 2023 CX Awards was conducted by a select panel of analysts, consultants, and experts from within the customer experience industry

UJET successfully demonstrated its ability to innovate, execute, and improve experiences through results from our customer, Capital on Tap.

With UJET, Capital on Tap decreased average handle time (AHT) by 12%, increased CSAT to 4.6, and raised its service levels (SLA) to 92%.

Capital on Tap’s mission is to make it a little easier for small business owners to manage everything — and do more than simply stay afloat. The company’s choice to put CX first resulted in rapid growth and extensive funding.

Capital on Tap’s fast growth made its business partnerships even more critical for sustaining its high CX standards. The company sought an agile contact center solution that could grow with the company, seamlessly integrate with its CRM, and push its customer satisfaction rates higher with comprehensive reporting and analytics.

Capital on Tap selected UJET for its reliability, backed by a 100% uptime guarantee through CX Intercloud, and its advanced telephony system to ensure access to important features, such as SMS blending, advanced reporting, and mobile SDK. With the flexibility of its cloud platform, UJET easily and seamlessly integrated with Capital on Tap’s CRM, Kustomer, to ensure its customer database was always immediately available to its agents.

In just six months with UJET, Capital on Tap decreased its AHT by 12% and increased its SLA delivery from 88% to 92%. Most importantly, it saw its CSAT rating rise from 4.4 to 4.6. Thanks to its partnership with UJET, the company’s support team now answers 90% of its calls — without an IVR — in 20 seconds or under. It also limits repeat contacts to less than 7%, and its overall user satisfaction rating is 92%.

Watch the CX Awards 2023 announcement of the Best Contact Centre Platform award.

UJET was also a finalist for Best CX Solution and Most Innovative Product

UJET is the world’s most advanced cloud contact center. 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. Ranked #1 in user satisfaction for 11 consecutive quarters, UJET bridges the technology gap between outdated customer service infrastructure and modern consumers through tangible platform innovation and market differentiation. UJET enables businesses of any size to deliver world-class customer care anywhere, anytime. 

See UJET in action for yourself by clicking here.