UJET and Google Cloud are changing the game of customer service and experience with their launch of Intelligent Workforce Management. Aiming to reshape the customer service landscape, this new suite brings greater accuracy in forecasting, scheduling, and real-time adherence monitoring in the contact center industry.
The challenges due to remote work, the pandemic, and the lack of technology have caused a high turnover rate among contact center employees. UJET WFM is designed to provide more innovative workforce management tools to reduce manual labor and stress, while improving productivity and agent satisfaction. Contact center leaders may access real-time data and analytics to optimize staffing for changing needs, promote omnichannel workflows, and avoid challenges of manual systems. This unique suite offers important features such as intelligent forecasting, automated scheduling, and adherence monitoring.
UJET has made waves in the contact center industry as the intelligent, modern contact center platform, and their team has put innovative and intuitive design into the user interface of UJET WFM. Dave Michels from TalkingPointz said “UJET WFM is not a bolt-on,” and praised the native, easy-to-use design of the suite. Google Cloud’s platform is becoming increasingly attractive to customers due to the operational efficiency created by Contact Center AI Platform+ WFM. This integration allows customers of all sizes to access business intelligence, reduce complexities, and further improve their customer and agent experience.
UJET is a contact center platform founded in 2015 that offers voice and digital engagement tools, as well as advanced AI and analytics capabilities. The company is based in San Francisco and its clients include Instacart, Turo, Wag!, and Atom Tickets. Vasili Triant serves as Chief Operating Officer and is dedicated to continued innovation within the contact center industry making customer service experiences smoother and more secure.
Google Cloud Contact Center AI Platform is a technology that provides powerful conversation AI capabilities, trained models, and automated machine learning datasets for customer service. The platform utilizes natural language understanding to ensure meaningful conversations for customers and agents. With UJET and Google Cloud’s partnership, businesses of all sizes can future-proof their operations and ensure a better CX for everyone.
