With hundreds of applicants each year, the CX Awards has quickly become a staple event on everyone’s customer experience calendar.
Following its launch in 2022, many of the most familiar names in the space have scooped a top prize.
Yet, so have some of the smaller innovators that have since gone to take the space by storm.
As the deadline for this year's applications closes, here's a quick look back at three of last year's winners that wowed our judges and have continued to make waves in their given categories.
→ THERE’S STILL TIME TO ENTER THE 2024 CX AWARDS: Grab an application form here.
UJET – Winner of Best Contact Center Platform
While CX Today covers CRM, conversational AI, voice of the customer (VoC), and more customer experience subsets, many readers consider the publication the home of CCaaS.
As such, the Best Contact Center Platform award carries significant weight, and - in 2023 – UJET fought off competition from the likes of Talkdesk to take home the trophy.
Sharing feedback from our esteemed judging panel, David Dungay, Editor In Chief at Today Digital (CX Today’s parent company), stated:
“The functionality UJET is bringing to market, underpinned by its impressive infrastructure, is setting new industry standards.”
Indeed, that infrastructure impresses for two significant differentiators: its data-centricity and mobile-first design.
To enable this data-centricity, UJET funnels new insights into its customers’ CRM records and pulls on them as and when required via a real-time data exchange.
As such, UJET customers store no personally identifiable information (PII) in the contact center.
Instead, they have a unified data set, which UJET can enhance and leverage further with conversational intelligence solutions, automation triggers, and more.
Then, there’s the mobile-first design, which allows customers to authenticate themselves with finger ID, pay, and share media with businesses in a next-generation, slick manner.
Meanwhile, some of the impressive functionalities UJET has built on top of this infrastructure include virtual agents, GenAI-powered solutions, and an agent mobile app.
Since the 2023 CX Awards, G2 revealed that UJET has the highest NPS score in the CCaaS industry, and Aragon Research Globe named the vendor a leader in “intelligent contact centers”.
Observe.ai – Winner of Best Conversational Analytics Solution
The CX industry is awash with conversational analytics providers, and with more CCaaS vendors offering native analytics solutions, these vendors must do more to differentiate their offerings.
After all, many businesses are striving to slim down their tech stacks against an unpredictable economic backdrop, questioning the ROI of third-party applications.
Thankfully for the Observe.ai team, it stands head and shoulders above many of its market rivals. Moreover, as Dungay stated during the 2023 awards ceremony:
“The judges loved your end-to-end conversational intelligence and how you are exceeding industry benchmarks for transcription.”
That end-to-end intelligence capability – which came with its 2022 launch of Real-Time AI - combines post-interaction quality assurance (QA) and live call guidance on a single platform.