About UJET UJET is propelling customer experience into the modern age. With its leading cloud contact center solutions, UJET empowers support organizations to create intelligent workflows, make data actionable, and create a modern business model where companies have the right tools and technology they to create an immersive, engaging, and one-of-a-kind experience for their customer.

UJET's seamlessly integrated Chat adapter enables agents to focus on a more efficient, effective and positive customer experience while taking full advantage of Zendesk’s CRM platform.

Powerful Operational Controls Comprehensive configurations, include:

Advanced context based routing engine: Intelligent, context based routing automatically directs customers to self-service solutions or the most appropriate live or virtual agents.
Data flow: options for automated data flow and Zendesk interactions
Web and mobile SDKs: out-of-the-box support center for websites and mobile apps
CSAT: track, display and report on CSAT for all channels
Key metrics: key session metrics, eg. Call ID, Wait Time, Handle Time, etc., are stored in Zendesk
Session deflection: flexible options for after hours, overcapacity, or custom redirects, eg: call backs, to a different topic, voice mail, website, virtual agent, message

Agent Chat Adapter UJET's Chat adapter is seamlessly integrated into Zendesk and provides a modern agent experience with a comprehensive set of features:

Supports web, mobile chats, and SMS and social messaging
Configure maximum chat concurrency per agent
Agent or auto dismissal of unresponsive chats
Configurable target agent response time with reminders
Hierarchical chat shortcuts
Agent or auto answer chat configuration
Configurable session notifications
Automatic account lookup and existing/new ticket pop
Real time diagnostic, user profile data added to ticket
UJET Smart Actions, including:
- Real-time media sharing, eg. photo, video files
- User verification via default mobile device login
- Mobile screenshot feature
Transfers to agents or queues
Single sign-on via various authentication service providers
Option for agents to set their ‘next’ status while 'in chat' status
Agent specific performance metrics

UJET Cloud Contact Center - Chats

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