UJET for Contact Center Management
Use Cases and Deployment Scope
We utilize it as a Contact Center Management System. IVR and integration with Salesforce. It helps to provide a solution for our service/support team members who are assisting our customers with inquiries. It integrates directly with Salesforce which is where we store most of the customer relationship management information. They are PHI compliant which is critical for our company.
Pros
- IVR
- Outbound Calls
- Transfer Calls
- Create Case records in Salesforce
Cons
- CRM integration customization
- Advanced Reporting
- SSO Integration
Most Important Features
- CRM Integation
- Call Routing
- User Management
Return on Investment
- There were a few system outages, they have since implemented a business continuity plan
- Their onboarding support was really good
- They built out an integration to Assembled which is great for workforce management
Alternatives Considered
NICE CXone (formerly NICE inContact)
