Available only to agents with "Talk - Partner Edition" seats (see https://www.zendesk.com/talk/pricing/).**.)

About UJET UJET 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 Call 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 Controls Comprehensive 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 Call Adapter UJET's Call adapter is seamlessly integrated into Zendesk and provides a modern agent experience with a comprehensive set of features:

Agent or auto answer call configuration
Configurable session notifications
Automatic account lookup and existing/new ticket pop
Real time diagnostic, user profile data added to ticket
UJET Smart Actions, e.g.:
- Real-time media sharing, eg. photo, video files
- SMS messages
- User verification via default mobile device login
Transfers to agents or queues
Single sign-on via various authentication service providers
Option for agents to set their ‘next’ status while on a call
Performance metrics
Automatic Call Distribution (ACD) - routs calls to the right agent based on user segment, session context, agent skill and utilization
Interactive Voice Response (IVR) - automated or consumer selected topic
Place calls on hold
Redact portions of a call
Conference - add multiple parties to the call
Click-to-dial
Flexible outbound calling options
Integrated after-call-work (ACW) workflow
Access to voicemails and one click customer call backs
Agents have access to their key performance metrics
Call recording, chat transcript and quality monitoring tools

UJET Cloud Contact Center - Calls

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