UJET Reviews & Product Details

Ujet makes it easy to see the information that you really need. This makes the job easy. I particularly enjoy the feature that allows me to see agents in the queue real time. This allows me to see their aux status codes, switch their status, log them out and more. I also have the ability to listen in to live calls that agents are on. This allows me to be in the know about what the interaction is focused on and helps me to determine which course of action to take during coaching sessions. I feel like every application in this category should have a feature like that. Another great feature that I enjoy is the ability to view queue statistics. These include calls in the queue, service levels, amount of agents on calls, the amount of agents available, as well as the the amount of calls for a particular queue. Review collected by and hosted on G2.com.

No way to communicate with team members. Review collected by and hosted on G2.com.

UJet was quick to grab from the start. Simple yet elegant. Let me go into detail about the features I liked best. The call feature is almost perfect. Calls always go through and it sounds better than my phone, even! I love how you can view your own stats in real time. Merging tickets was even simple and easy. Perhaps what I liked best was how once I got used to the service, it was a walk in the park to use it on the daily. Straight forward and easy. Review collected by and hosted on G2.com.

It does have its problems.

-During a shift when we have a heavy call log I would go to accept a call, but the sound of a call available for pickup would remain. So i'm talking on the phone with somebody and it keeps ringing about an available call on the side, very annoying. Does not happen often but at least once a day.

-I have multiple tabs open and i'm going to merge a ticket into another, the ticket i'm looking to merge it with does it not show up in the available tickets to merge. I then have to copy the #03840438 ID number of the ticket to paste instead. Even if I only have two tabs (two tickets open) this would happen sometimes and instead of easily merging it I have to copy the ID number and paste. Which just takes up a little more time. Review collected by and hosted on G2.com.

The fundamental call status is easy and simple. Unlike what we have before (when using an AVAYA), Ujet is easier to use. Not only that, but it also shows the call statuses more simple in such a manner that we can easily switch from one status to another. To simply put, the Ujet software makes our life easier.

When convenient and simple becomes one, that's what Ujet is all about.

As per Ujet's Website: Providing seamless and identical customer support experiences across multiple channels requires more than just new technology and features. The helpfulness, knowledge, and thoroughness of support agents all still play key roles in delivering support experiences that result in higher brand loyalty and customer satisfaction. For companies of all sizes and industries, the future of customer support requires the combination of human interactions paired with modern technologies.

It is indeed true that "UJET is propelling customer service into the modern age. Our cloud-native and smartphone-centric platform empowers contact center professionals to create intelligent workflows, unify data and make it actionable, and create a modern and scalable business model where the next-generation tools and technology they need to create an immersive, engaging, and one-of-a-kind experience for their customers. UJET is trusted by customer-centric, innovative enterprises including Google, Instacart, Green Dot Corporation, Wag!, and iZettle, a PayPal service, to automate contact center processes and provide superior experiences that drive higher customer satisfaction." Review collected by and hosted on G2.com.

Once in a while, the Ujet is a little lag.

There are not many things that make it unpleasant. The rare moments it used to crash at the beginning, but they got sorted out. Review collected by and hosted on G2.com.

Amazing tool, easy to use, friendly user interface and easy to transfer calls. Next status choice and easy to find supervisors on the search bar.

Easy tool to know information of CX before hand and very easy to make changes on customer information. Actions like ask for ID or proof of something in the UJET actions is one of the best things that help us to do our job easily and with efficiency. Review collected by and hosted on G2.com.

I would like to be able to add more apps in order to increase efficiency, like live transcript, so we can read all the things customer say to us and even tho we use attentiveness sometimes CX tend to talk too low or to fast, so I would be amazing for us to have a live transcript app. Also it should have a feature to not let calls in when there are three minutes away for a status change in our personal time. A good thing that we should have is to be able to use UJET actions on every call and not just on some calls. But overall, is a good tool. Review collected by and hosted on G2.com.

I have personally never had any bad issues with Ujet, it connects me real fast and always remembers my password, so that is very helpful. I like that it automatically gives me all the customers information so I do not have to look it up and this helps me give a better and faster service. I like the new 2 step verification system, I think it will work out better. I also like that I have access to all the AKBs to consult the information on how to solve each different situation with each customer. The fact that it populates all the history chats and calles of each customer is also very helpful. Review collected by and hosted on G2.com.

The only thing I do not like is to have to be connected to the VPN, because if I do not see that I have been disconnected, I have to log into Ujet again. I really do not dislike anything, I think it is a great tool that helps me get my job done better and faster. Review collected by and hosted on G2.com.

Very friendly front end, that can be easily managed by business users. Great support staff that's knowledgeable and is willing to help at any time. UJET supports advanced and simple IVR menus that can accommodate most businesses. Review collected by and hosted on G2.com.

Not much to dislike. I would recommend for UJET to continue focusing its efforts on the in-app (SDK) functionality. I would also like to see more advanced features such as voice recognition, real-time sentiment analysis/speech to text transcription. Finally, I'd recommend expanding on out of the box reporting capabilities to allow business users to measure KPIs quickly without involving DS teams to build dashboards in looker. Review collected by and hosted on G2.com.

I have worked in many places where taking calls and making them is part of the daily work, this is my first time using UJET, from my personal computer since we are working from home, and it is great and works great, plus it does not looks like a regular online phone, the design is classy. Review collected by and hosted on G2.com.

It occupies a small part of the screen, and the colors are good looking, I would add an option to change the incoming and outgoing call tone. Review collected by and hosted on G2.com.

The beep when the call starts to record. Review collected by and hosted on G2.com.

The call connection takes forever. I get hung up on because the dead air is too long after the receiver says hello. The transfer is confusing. Sometimes I don't know if I am disconnecting or if the call has successfully transferred. I don't like that the number pad is over the done button. when I have to "dial one for Spanish" I am afraid I will disconnect the call. When the queue is high the wrap-up time doesn't exist. when I am listening to a call to gather information to document on a ticket and a call comes through, you can hear that recording on the ticket if I don't stop it in time. Review collected by and hosted on G2.com.

Easy to use. Did not take long to learn. Review collected by and hosted on G2.com.

Honestly, the only downfall is the delay in notification for incoming calls. Review collected by and hosted on G2.com.

UJET was newly introduced by our company and this is a tool we used to get our work done, its awesome. switching between chats or calls. Very useful. I highly recommend esp remote work, online businesses etc.

It allows you to add your personal shortcuts and navigate quickly to find the answers to end users request. It helps to show you your performance/stats, it has the option to request screen shots or photo from the end users end.

It behaves like a mobile phone, you can add a call, transfer, send photo, soooo much to it. I want to tell that creator of UJET, Kudos to your insights and ability. What's your IQ? something is going on with your brain, superb.

End user can select between calls and chats, also end user can schedule a call back WOW, very great system. Review collected by and hosted on G2.com.

It have little or no mishaps idk but the little issues never stop you from working. Some times "I assumed" because many users on it, you find that sometimes it switch between chats and calls. I also believe this is a reason not related to UJET it self but from the administrator ends who skilling users to chat or calls.

UJET troubleshooting is very great but you would have to navigate to another means to perform that. I believe in the future they will allow you to do that . Review collected by and hosted on G2.com.

its easy and very understandable for people, when i use it i feel really great, its very simple to use even for me that i am not too good working with computers , but hope that may grow with that Review collected by and hosted on G2.com.

i think that there must be an option mute before taking a call becose sometimes you are speaking and a call comes in , but with the rest all is ok Review collected by and hosted on G2.com.

The automated message that comes up immediately when a customer comes on line that lets the customer know that someone will assist them shortly. The way how you can choose how much chats you want to work on as well as the logs that are there for you to pick from. So easy to use also. I like the overall usage of Ujet and it keeps getting better and better and hopefully it won't stop from there and I know that the company overall will continue to grow and expand into something more beautiful an work efficient. Is there any room for improvement? Yes but it keeps on getting better. Good job Instacart! Review collected by and hosted on G2.com.

When you log AWC but more chats keep coming in. I notice that it keeps freezing now and then but I also realize that It would or could sometimes be a bugs or system update which they are diligently working on and I thank you for that. Keep up the good job. I would suggest that for the ratings, some customer doesn't like to leave a comment or rating for example if they came on chat by accident but because they have to rate after they disconnect they tend to rate the agent a 1 which can be very disheartening and I would also suggest placing a suggestion box there also. That could really help. Is there any room for improvement? Yes but it keeps on getting better. Good job Instacart! Review collected by and hosted on G2.com.

IT IS A VERY FRIENDLY PLATFORM FOR CUSTOMER SERVICE IT HELPS ME ALOT IN DIFFERENT SCENARIOS THE MOST THAT I LIKE ITS THAT THE PLATFORM HAS EVERYTHING YOU COULD TRANSFER ADD A CALL SEND PHOTOS SO MUCH TO IT LIKE A MOBILE PHONE . Review collected by and hosted on G2.com.

SOMETIMES THE SYSTEM SITCH BETWEEN CHATS AND CALLS. Review collected by and hosted on G2.com.

It has to be the call history, No more digging throught thousands of files and directories.. Ujet makes this so easy. It gives you all of the resources required for anyone to complete their tasks. From agent to Supervisor to Management anyone can easily review and adjust to their preference, great tool. Review collected by and hosted on G2.com.

Queue Visability for the remote agents would be nice. Having to work remotely and keeping the team together is not easy. But If the agents could see their disposition on the queue I figured they can easily check for themselfs and manage their own time. Currently we must review and release accordingly. Easy task when your present on the Operations floor but something like this can easily make your day much easier, for everyone. ! Not a dislike but more of an observation. Thanks guys for the hardwork. Review collected by and hosted on G2.com.

It integrates well with zendesk, it makes it easy to contact clients. Switching between different Review collected by and hosted on G2.com.

I wish there was an option to work from an existing ticket in Zendesk and have the call register on that ticket instead of creating a new one most of the time. Review collected by and hosted on G2.com.

Ujet is very user friendly and easy to navigate. There are many great features. This makes communication with the clients very easy, I like the convenience of Ujet to track log in timing and break timing Review collected by and hosted on G2.com.

I do not like the allotted time feature, almost makes you feel like you have to rush at times, Review collected by and hosted on G2.com.

Ujet has a communication platform which allows users to verify customer information along with viewing the information within a friendly user environment. The information is categorized in recognizable headings at specific parts of the platform which makes it more fun and worthy of an adventure. Review collected by and hosted on G2.com.

Currently there are dislikes in regards to Ujet, as its structured in a way that leads customer service representatives within the right path. Review collected by and hosted on G2.com.

It's pretty easy to use. Easy to switch between available to unavailable to break, ect. I do love that you can see your stats for the day, too! It's definitely helpful for me to see how many calls I'm taking as it helps me always strive to take more and more calls. The countdown timers are also another great and useful feature! Review collected by and hosted on G2.com.

I wish you could see more in depth stats. Like weekly stats and averages. I like being able to see how many calls I'm taking each day but it only shows you the day it is. I also work an overnight shift so after midnight the call counter resets, which I wish it didn't. It would be much more helpful if it changed (count restarted) for each shift you work. The biggest negative for me is my phone will not ring at all but I will go from available to missed call without notice. Review collected by and hosted on G2.com.

I like how it allows the administrators to change whether or not agents are automatically placed back in queue or how long of the wait should be before changing the status and the different colors associated with each status. I also like that it gives you options sometimes on what type of area code to use, very helpful for those that do not like to answer for non local numbers. I also really like the big keypad for those times when I can't copy and paste. I really enjoy the fact that statuses time limits can be given by the management team and the it the system automatically knows who should be fastest agent to get the call or chat. Review collected by and hosted on G2.com.

I don't like how I am not able to view my own call history. My company just do did a change to where we don't have access to the other program that we use that does show us everything we did, whether it be chats or calls, it's like it tied them together. I just had a situation where I wasn't sure which customer I called and didn't want to call the same one twice since they were not happy about the call to begin with. I also do not like not being able to hear the noise it makes when it's connecting sometimes, if I could change that somehow, to something that would stand out that would be awesome. Review collected by and hosted on G2.com.