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UJET Interview With CEO Anand Janefalkar

Date: Tuesday, August 6, 2019 10:07 PM EDT

 

Q. Who is your major competition? How do you work with the likes of Zendesk, Twilio, Salesforce, etc. Are you a complete platform for call center communication or do you team up with others?

A. Primarily the legacy providers. While Gartner data still shows over 13 million agents utilizing support platforms tied to an archaic on-premise solution, the movement to the cloud is well underway. We see companies such as Zendesk, Salesforce, and Twilio less as competitors, and more as partners. We integrate with existing CRM systems and partner with carriers and telephony services in order to deliver efficient real-time communications and data.

 

Q. What do you offer that puts you ahead of your competition? Is your encrypted photo communication your most important breakthrough? What type of companies would look for this capability? Legal call centers, insurance call centers, etc?

A. UJET is not only cloud-native but also smartphone centric meaning we are not a wrapper around a provider’s API stack or their on-premise architecture. Our system is designed from scratch, including one of, if not the only multimodal and fluid-omnichannel routing engine that allows for agent productivity configurations while moving between voice, chat, or SMS sessions.

Our SOC2 certified, HIPAA compliant visual (photo, video, screenshot) communication is one of our many key breakthroughs and showcases our commitment and the increasing demand for implementing smartphone capabilities into the support experience. On-demand services, fintech, and e-commerce are all types of organizations that are not only looking to implement our photo communication feature, but other capabilities including chat, SMS, video, and in-app communications. 


Q. Are you able to beat your competition through price or better efficiency?

A. In many ways, both. Our focus is on truly delivering a robust experience without having a business model that is centered around marking up usage. Instead, we aim to make support an integral part of a product or service by valuing instant, first touch resolutions.

From an efficiency perspective, we believe that it should not take months for a full contact center deployment. We’ve been able to deploy hundreds of seats in under a week and integrate with company’s existing CRM’s, and mobile apps in just days. 

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