Strategic and Technology Partnership Delivers Modern, Digital-First Customer Interactions with a Human-Centric Approach
UJET Inc., a leading provider of cloud contact center solutions, and Calabrio, the customer experience intelligence company, announced a strategic and technology partnership enabling support teams to quickly deploy a cloud contact center that delivers efficient, empathetic and consistent customer experiences across every channel. Combining UJET’s modern customer support with Calabrio’s leading workforce and customer engagement solutions, the integration offers the cloud platform that the industry has been waiting for—one that is cloud-native, digital-first, and human-centric.
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A deep cloud-to-cloud integration between the platforms addresses the need, accelerated by the pandemic, for contact centers to rapidly deploy, modernize and decentralize customer support operations.
“Customer support is rapidly transforming to support both the nature and expectations of digital consumers and the sudden shift to remote work, brought on by the pandemic. An integrated, connected environment can break down silos, modernize customer communications, and set organizations up for short and long-term success,” said Vasili Triant, Chief Business Officer, UJET. “Partnering with a market leader like Calabrio further enables us to holistically support contact center professionals and business leaders as they navigate significant changes in their global operations.”
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Connected data streams and out-of-the-box access to the full suite of UJET and Calabrio ONE—including Workforce Management (WFM), Quality Management (QM), Analytics and Advanced Reporting—gives support teams the workflows, features and reporting intelligence needed to turn real-time and historical customer and workforce data into actionable plans to better engage agents and customers.
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“As Calabrio’s recent Evolving World of Work study found, the pandemic triggered an even greater demand from customers for expanded channel access beyond voice, yet they still expect these digital interactions to be infused with empathy,” said Tom Goodmanson, president and CEO at Calabrio. “This partnership with UJET provides our customers with the omnichannel center they want, with the motivated agents and rich experiences their customers expect. The scalability of our joint cloud solution allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels.”
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