There are 200,000 companies in the US alone considered “mid-market”, with a market cap between $10MN and $1BN.
Many vendors in the CCaaS space claim to cater to these businesses, running implementations from 100 to 5,000 seats.
However, the moment these contact center providers land their first big enterprise logo, their focus starts to slip.
Just think of all the UCaaS vendors that shifted into the CCaaS space. Some have become enamored with the prestige of big logos and have lost sight of the mid-market.
That's worrying. After all, mid-market organizations have many of the same needs as enterprises but can be priced out or lost in the shuffle as vendors cater development and support to complex enterprise use cases.
Above all, mid-market organizations do not have the same resources and bandwidth as larger organizations to manage multiple vendors and integrations across their technology stack, and are usually better served by all-in-one solutions - though that often results in tradeoffs around features and capabilities.
Enter UJET: the CCaaS provider pledging to put the mid-market first.
Why the Mid-Market?
UJET has worked extensively with both mid-market and enterprise contact centers over the years. At one point during the pandemic-fueled cloud contact center surge, it even supported the largest global cloud contact center.
Yet, over the past two years, as many vendors wrestled with an economic downturn, layoffs, and the like, UJET shifted its strategic focus to supporting the launch and growth of the Google Contact Center AI Platform as part of a special relationship with the tech giant.
Through that relationship, UJET gives Google CCaaS market expertise and support for its go-to-market. In return, UJET benefits from joint development of the roadmap and platform and exclusive access to Google’s AI expertise and resources. (It’s also worth noting that Google has been an investor in UJET since 2018).
As such, the vendor isn’t leveraging AI as a bolt-on, but rather embedding it into the heart of its cloud-native platform. That’s a crucial difference for companies of any size that are wrestling to find a cohesive AI strategy for their customer experience.
Yet, UJET doesn’t wish to compete against Google for large, global enterprise business. Instead, the CCaaS stalwart now wants to make that same, all-in-one enterprise-grade solution available at a price point and with packaging that’s accessible for the broader market,
As Baker Johnson, CMO of UJET, explained:
“Our maturing platform and AI capabilities make us extremely appealing and competitive in the mid-market, which is burdened by bolt-ons, point solutions, and cumulative costs.”
Indeed, many mid-market contact centers resort to makeshift CRM or UCaaS extensions, with voice, workforce optimization, and knowledge management plug-ins. That creates a complex myriad of expensive point solutions.
Thankfully, the UJET Cloud Contact Center Platform offers an all-in-one alternative.
The Mid-Market Promise: Cost Effective, All-in-One, AI-First CCaaS
UJET offers a CRM-centric CCaaS platform, ideal for mid-market businesses wishing to converge their core CX platforms.