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UJET Interview With CEO Anand Janefalkar

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

Secondly, the ability to do live data dips and real time API integrations with custom databases or sources of truth really allows concise and actionable data to be delivered to an agent, supervisor, or executive to rapidly solve customers’ issues.

 

Q. Is there vulnerability in connecting worldwide or has technology advanced to the stage where this isn’t a concern?

A. A lot of that depends on the architecture. Allowing access from anywhere in the world can be seen as opening up vulnerabilities, but if security is a foundational piece of your technical stack, and you engineer for encryption, restricted secure key exchanges, and other best practices; and couple that with not storing sensitive data, allows for alleviating those concerns. Data minimization and metric maximization is a philosophy that we follow where we gather metrics and trends that do not have PII or even strings of data, but patterns, peak times, durations, repeat requests, and plug into a true neural network to allow ML/AI do its part without worrying about storing the actual data.

 

Conclusion

I came away from this interview with UJET with an understanding that these new tech companies, UJET being as advanced as any, had the luxury of not storing customer data, and therefore having advantages in security, even though the call center can be located anywhere in the world. It was a fascinating glimpse into a world of the dreary call center. The technology that is cloud based is really an exciting transformation of call center technology going forward.

I have no financial interest in UJET, nor was I compensated by them for this article. UJET does not have a private stock ticker symbol but according to management, is open to investment inquiries.  

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For further reading

UJET Overview

UJET Leadership

UJET White Paper

CCW Website

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