UJET is a cloud-native contact center platform built for modern customer experience — with deep native integration into CRM platforms like Salesforce, ServiceNow, and Zendesk. Unlike traditional CCaaS platforms that connect to CRM through middleware or screen pops, UJET embeds directly inside the CRM interface, giving agents full customer context without switching windows. UJET also uses Google Dialogflow for virtual agent AI and supports smart actions like photo, video, and biometric authentication requests from mobile customers. UJET has ranked #1 in User Satisfaction on G2 for 19 consecutive quarters. Fibi sources and advises on UJET alongside other CCaaS providers at no advisory cost.

UJET offers native embeds within Salesforce, ServiceNow, and Zendesk — surfacing customer interaction history, automating after-call work, and synchronizing contact center data directly within these platforms. Native CRM embedding means agents work entirely within the CRM interface rather than toggling between a CCaaS softphone and a separate CRM screen. This reduces handle time, improves data accuracy, and eliminates the duplicate data entry that degrades CRM data quality in traditional CCaaS deployments. For organizations that have invested heavily in Salesforce, ServiceNow, or Zendesk, UJET's native embed approach delivers stronger agent experience and CRM data quality than middleware-connected alternatives.

UJET supports voice, chat, SMS, and virtual agents in a unified omnichannel platform — maintaining full conversation context and customer history across all channels. Customers can start an interaction on one channel and continue on another without repeating information, and agents see the full interaction timeline regardless of channel. UJET also supports in-app experiences for mobile customers — allowing customers to access support, navigate IVR menus, share photos or videos, and complete transactions directly within a company's mobile application without being redirected to a browser or a separate support channel.

UJET IVR uses customer data and intent signals to drive intelligent routing decisions — rather than static DTMF menu trees that route based only on what the customer presses. The ACD matches customers to agents based on skills, availability, customer value, and interaction history pulled from CRM, reducing misroutes and improving first-contact resolution rates. UJET also supports visual IVR for mobile customers — allowing customers to navigate menu options on their phone screen rather than listening to audio prompts, which reduces confusion and improves containment for self-service interactions.

UJET is certified for SOC 1, SOC 2 Type II, SOC 3, PCI DSS, ISO 27001, ISO 27018, GDPR, CCPA, HIPAA, and FINRA compliance. UJET's data minimization architecture means personally identifiable information is not stored within the contact center platform itself — reducing compliance scope and breach risk. UJET backs this with a 99.95% contractual SLA. For contact centers in regulated industries — financial services, healthcare, retail payments — UJET's compliance posture reduces the audit burden associated with adding a CCaaS platform to the compliance environment.

UJET's AI capabilities include virtual agents powered by Google Dialogflow for conversational self-service, real-time agent assistance that surfaces relevant knowledge base articles and next-best-action guidance during live interactions, and Conversational Insights (via Spiral by UJET) for post-interaction analytics and quality management. Virtual agents handle common and repetitive inquiries at scale — deflecting contacts that do not need a live agent while handing off complex issues with full context intact. Agent assistance reduces the time agents spend searching for information during calls. Spiral by UJET analyzes interaction transcripts to identify trends, coaching opportunities, and CX improvements across the full contact volume.

No. Your agreement is directly with UJET. Fibi provides independent advisory at no cost — evaluating UJET alongside other CCaaS providers based on your CRM environment, channel mix, agent count, and compliance requirements. Fibi's advisory is funded through the standard vendor channel, with no impact on your contract terms or service delivery.