Frost & Sullivan 2026 NA Customer Experience Platforms - Competitive Strategy Leadership

More AI. Higher costs. Struggling ROI.

Frost & Sullivan just recognized UJET for a strategy built on orchestration, not bolt-on automation. Here's what it produced for one customer in six months.

The Capital on Tap Results:

Capital on Tap modernized voice and mobile support with UJET — no over-engineered system, no multi-year migration.

• 88% → 92% SLA delivery
• 12% drop in average hold time
• 4.4 → 4.6 CSAT, with 92% overall satisfaction
• 90% of calls answered in 15 seconds or less

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Inside the report: 

✓ Why AI spending isn't showing up in CX results — what analysts found in the gap between investment and return

✓ What it takes to make AI and agents work together — connecting customer history, AI, and workflows so every interaction improves the next. Frost & Sullivan calls this orchestration.

✓ How to get AI value without replacing your contact center — Spiral and UJET's AI tools running on top of the platform you have today

Get the Full Analysis