Unified Agent Desktop — Every Channel in One Workspace
Single agent workspace unifying voice, chat, SMS, web, in-app, and email with embedded CRM context, conversation history, and CoBrowse / screen-share controls — fitting operating models whose previous posture had agents toggling between channel-specific consoles and separate CRM windows.
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Smartphone-Era CCaaS — Voice, Chat, SMS, Web, In-App, Email
Modern CCaaS platform organized around the smartphone with in-app voice, photo capture, video, screen-share, and CoBrowse as first-class channels — fitting operating models whose customer base interacts primarily through mobile apps and web, where desktop-era CCaaS retrofitted to mobile leaves smartphone context on the table.
Conversational AI, Virtual Agents & Agent Assist
Conversational AI, virtual agents with human handoff, and agent-assist real-time guidance integrated into the unified agent desktop — fitting operating models whose deflection strategy depends on smartphone-native conversational AI and whose agent productivity is bottlenecked by the absence of inline assist.
CoBrowse, Screen-Share & In-App Visual Channels
In-conversation CoBrowse, screen-share, photo, and video — letting agents see what the customer sees on their smartphone or browser without third-party tools — fitting operating models whose customer issues depend on visual context and whose previous resolution depended on verbal description over voice or chat.
Spiral by UJET — Conversational Analytics & AI Insights
Spiral by UJET applies conversational analytics across the full corpus of customer conversations — voice, chat, email, SMS — surfacing emerging issues, root-cause patterns, and CX blind spots that sample-based contact-center QA misses.