UJET is a cloud-based contact center platform or contact center as a service (CCaaS) designed for smartphone era CX and a leader in G2’s Telecom Services for Call Centers Software and Contact Center Operations Software categories. They announced a strategic partnership in October 2021 with Google Cloud.

With Google Cloud, UJET is expecting to accelerate digital transformation and AI-enhanced contact center service experience. This will make it easier for customers to buy and deploy the software.

The rise in demand for contact centers as a service

According to a report from Accenture, 57% of customers have rated call support as their preferred medium to reach companies, and 58% of customers prefer call support for issues that require a quick resolution. With this constant pressure to provide exceptional customer experience, customer services need to enhance their technology and keep the ball rolling. 

Due to the COVID-19 pandemic, there has been a sudden switch in the way businesses operate, and one of the most important switches that companies went through is shifting from on-premises to off-premises. Businesses like contact centers needed to build cloud-based infrastructure to support remote work with zero sacrifices in customer experience. 

CCaaS’s remote working capabilities have made it the first choice of contact centers trying to establish an off-premises business. With easy adaptability and the need of the hour, the demand for CCaaS has also increased.

Why did UJET partner with Google Cloud?

As it is observed that 62% of contact centers have already migrated to the cloud, and the projected market growth of cloud contact centers is $10.06 billion by 2027, it is creating a good business opportunity for the companies that offer CCaaS. 

While migrating the entire business to the cloud, data security becomes the primary concern of companies. With Google Cloud as the preferred cloud partner, UJET aims to provide cloud-based AI-powered platforms for contact centers along with data security, ease of management, and low network latency in a trusted public cloud environment. It has become quite easy to purchase and deploy UJET in just one click for customers with Google Cloud. 

Kevin Ichhpurani, Corporate Vice President, Global Ecosystem at Google Cloud, said:

“UJET solutions on Google Cloud will enable organizations of any size to quickly deploy at the global scale, with enterprise-grade security and reliability, and deliver game-changing contract center experiences to customers."

This partnership has made UJET an official Google Cloud ISV Solution Connect Partner and Contact Center AI (CCAI) OEM Partner. It may also help UJET gain trust amongst buyers for its capabilities like - scalability, security, and reliability. 

The review trend of UJET on G2 has been witnessing growth especially in the mid-market and enterprise segments, which can be directly proportional to the demand for the product. This shows that after the partnership with Google Cloud in October, UJET’s demand has increased among the buyers proving that strategic partnerships can be profitable.

What does G2 data tell us?

On G2, the traffic to the Telecom Services for Call Centers Software category has increased since September 2020 by 18%. At the same time, for the Contact Center Operations Software category, the traffic has increased by 45% since Sep 2020. The increase is mainly due to the shift of businesses from on-premises to off-premises. Since operation and infrastructure are the two fundamental pillars required to set up a contact center, a significant amount of traffic has been observed in these two categories. 

With a wide range of products available on G2, you can efficiently compare and buy products that suit your business.