UJET on CX Today
59 stories · 15 in 2026 · 5 in the last 90 days · 31 sponsored
CX Today coverage mentioning UJET, newest first. Sponsored work is identified clearly on each story.
Why Claudeforce Indicates CRM Complexity Is Breaking Customer Experience
UJET CEO Vasili Triant explains why bolting AI onto CRM and ticketing stacks may add complexity instead of improving customer experience.
Nicole Willing · 5 min read · 23 Sept 2026
UJET Says Contact Center AI Adoption Is Moving Too Fast, Which Creates New Risks
Contact center AI adoption is accelerating, but UJET’s recent customer visits suggest speed alone is a weak measure of progress. This emerged as a central th...
Rob Wilkinson · 7 min read · 8 Sept 2026
UJET Heard What Agents Really Want From AI. It Wasn’t Replacement
Contact center AI is often framed as a replacement story. UJET’s recent visits to customer contact centers suggest the sharper opportunity is much more pract...
Rob Wilkinson · 6 min read · 1 Sept 2026
The Future of CX Isn’t AI. It’s Humans
In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET , and Tena Curic, Senior Customer Success Manager at UJET,...
Rob Wilkinson · 1 min read · 25 Aug 2026
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the...
Rob Scott · 3 min read · 1 Jul 2026
Beyond Deflection: The New Operating Model For Enterprise CX
Discover why CX leaders are swapping AI hype for structural redesigns. Learn how to update metrics, governance, and human workflows for 2026.
Rob Wilkinson · 6 min read · 24 Jun 2026
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
UJET's Baker Johnson argues that Salesforce's Agentforce contact center push risks deepening vendor lock-in rather than solving it.
Rob Wilkinson · 2 min read · 11 Jun 2026
AI Is Everywhere in CX, So Why Don’t Agents Trust it Yet?
Despite widespread AI adoption, customer service agents still don’t trust outputs due to fragmented data and legacy workflows.
Francesca Roche · 6 min read · 22 May 2026
The Deflection Trap: Why Routing Metrics Don’t Equal Resolution
On paper, the numbers look good. Call volumes are down. Self-service containment is up. Average handle time is improving. For many CX leaders, these signals ...
Rob Wilkinson · 3 min read · 5 May 2026
The Searchable Enterprise: Ctrl+F Your Customer Truth
Every enterprise claims to be customer-centric, yet most CX leaders still struggle to answer basic questions. Why are customers contacting us? What is actual...
Rob Wilkinson · 3 min read · 27 Apr 2026
From Cost Center to Value Creator: The CFO-Ready Playbook
In this CX Today interview, Rob Wilkinson sits down with Matt Clare, VP Product Marketing at UJET , to unpack how CX leaders can translate customer conversat...
Rob Wilkinson · 1 min read · 20 Apr 2026
Is Your Routing Engine Breaking Omnichannel CX?
Legacy routing breaks omnichannel CX. Learn AI-driven routing, orchestration layers, and metrics to fix journeys and boost resolution.
Alex Cole · 11 min read · 3 Apr 2026
Agentforce Contact Center and the New Battle Line: Where Should CX Live?
Salesforce Agentforce Contact Center splits analysts and vendors. Here’s what CRM-native CCaaS means for CX leaders weighing consolidation vs flexibility.
Rob Wilkinson · 6 min read · 30 Mar 2026
UJET Introduces Agentic Experience Orchestration to Simplify Agent Workflows and Unify CX Systems
UJET launches AXO, a new CX AI orchestration platform designed to reduce agent desktop complexity and unify enterprise systems.
Francesca Roche · 5 min read · 11 Mar 2026
How Contact Center Vendors Differ on Cloud, AI and Architecture
Understanding today’s contact center vendors takes more than comparing features. Instead, the modern CCaaS market is shaped by very different approaches to c...
Alex Cole · 6 min read · 15 Feb 2026
UJET Acquires Spiral: Rewriting the CX AI Rulebook
UJET isn’t just buying tech — it’s buying a new blueprint for customer care. In this must-watch interview, Baker Johnson CBO at UJET explains how Spiral’s AI...
Rob Scott · 1 min read · 4 Dec 2025
Big CX News from Salesforce, Cloudflare, Five9 & UJET
From the completion of Salesforce's Informatica acquisition to the impact of the Cloudflare outage, here are extracts from some of this week’s most popular n...
Rhys Fisher · 4 min read · 21 Nov 2025
UJET Acquires Spiral to Address Customer Data Analysis Roadblocks
Explore UJET's strategy to solve customer churn by boosting AI capabilities and addressing customer experience concerns efficiently.
Francesca Roche · 4 min read · 18 Nov 2025
The Most Valuable AI in the Contact Center Is a Copilot, Not a Replacement
Sam Altman, CEO of OpenAI, has made several quips around the future of customer service. First, he predicted human customer support will be “totally, totally...
Charlie Mitchell · 3 min read · 13 Oct 2025
CCaaS Market Set to Triple by 2030 – But Who Will Bear The Crown?
So far, the momentum is largely in the hands of a small group of dominant vendors: Genesys, NICE, AWS, Five9, and Talkdesk
Daniel Flatt · 4 min read · 30 Sept 2025
Deflection Is NOT a Contact Center AI Strategy. This Is
CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET. The duo explores changing contact center metrics, AI, and orchestration, discu...
Charlie Mitchell · 1 min read · 24 Sept 2025
The Future of CCaaS & CRM Integrations: 5 Bold Takes
CX Today covers customer experience news including CCaaS, Artificial Intelligence, CRM integrations, and more.
Charlie Mitchell · 6 min read · 6 Aug 2025
Traditional Contact Centers Are Failing the Next Generation. But What Comes Next?
Beyond technology, an important cultural shift is happening. A new generation is growing up with AI as a normal part of life. For this generation, asking AI ...
Charlie Mitchell · 5 min read · 17 Jul 2025
10 Proactive Customer Service Strategies for Retail, Banking, Healthcare, & More
Discover 10 proactive customer service strategies using AI agents across banking, healthcare, retail & more. Reduce costs and boost loyalty.
Charlie Mitchell · 6 min read · 28 May 2025
Omnichannel All Over Again! Customer Service Teams Are Misunderstanding Agentic AI
Ten years ago, one word dominated the contact center conversation: omnichannel. Yet, the word became so overused that it created a lot of confusion in the ma...
Charlie Mitchell · 4 min read · 24 Apr 2025
As Contact Center AI Starts to Deliver, Choosing the Right CCaaS Partner Is Critical
After many false starts, contact center AI finally has momentum. Generative AI brought various new capabilities, such as auto-drafting customer responses, au...
Charlie Mitchell · 4 min read · 13 Feb 2025
Which Are the Leading “Intelligent Contact Center” Providers? Aragon Research Gives Its Take
According to Aragon Research, the intelligent contact center (ICC) market is in flux. There are several catalysts. One example is in how more virtual agents ...
Charlie Mitchell · 5 min read · 2 Jan 2025
10 CCaaS Providers to Watch Out for in 2025
Industry researchers often rank CCaaS providers as part of annual market evaluations. This is not one of those assessments. Alternatively, this article aims ...
Charlie Mitchell · 11 min read · 2 Jan 2025
UJET's New Co-CEO Shares Its CCaaS Vision, Differentiators, & Roadmap
Watch on YouTube CX Today's Charlie Mitchell hosts Vasili Triant, Co-CEO of UJET . Two months into the role, Triant has taken the reigns at an exciting time ...
Charlie Mitchell · 1 min read · 11 Nov 2024
UJET Gains $76MN In Funding, Appoints Co-CEO to Accelerate Its Midmarket CCaaS Push
UJET has concluded its Series D funding round, securing another $76MN of investment. With this funding, UJET plans to further its development of generative A...
Charlie Mitchell · 4 min read · 30 Sept 2024
Midmarket CCaaS Provider UJET Gains Momentum with New Channel Strategy
Having held leadership positions at Cisco, Five9, & ShoreTel, Geoff Works is an established contact center channel strategy leader . At Cisco, he and his tea...
Charlie Mitchell · 3 min read · 28 Aug 2024
“Cost Effective, All-in-One, AI-First CCaaS”: UJET Sets Sights on SMB and Mid-Market
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...
Charlie Mitchell · 5 min read · 12 Jul 2024
UJET Helps Companies Reimagine Their Use of AI in Customer Experience (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison talks to Anand Janefalkar, Founder and CEO of UJET. The video forms part of our Big CX Update series, where we fi...
Susie Harrison · 1 min read · 1 Jul 2024
The Modern Contact Center: An Expert View (CX Trends)
Watch on YouTube. CX Today's Charlie Mitchell hosts Vasili Triant, Chief Operating Officer at UJET . The video forms part of our Big CX Trends series, where ...
Charlie Mitchell · 1 min read · 1 Jul 2024
Legacy Thinking and Process Don’t Work for AI-Powered CX
When a contact center first toys with conversational AI, it will typically batch together its most common customer queries. From there, it’ll analyze how a l...
Charlie Mitchell · 4 min read · 22 May 2024
Blending Live and Virtual Agents: Here's How Turo Did It (Successfully!)
We are all getting lazier, according to The Michigan Daily , at least. Whether it be voice-activated smart appliances, virtual assistants to help lighten the...
Rhys Fisher · 3 min read · 14 Feb 2024
CCaaS: Where Are We Now & Where Are We Heading
Watch on YouTube. CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET , and Baker Johnson, CMO of UJET . In this session, we discuss th...
Charlie Mitchell · 1 min read · 29 Jan 2024
Generative AI Beyond Self-Service: 3 Eye-Catching Contact Center Use Cases
After dominating the 2023 headlines, generative AI (GenAI) hype is not dying down. Almost every day, new capabilities come to light, stretching far beyond he...
Rhys Fisher · 3 min read · 16 Jan 2024
Beyond the Trophy: Unveiling the Journeys of Our Remarkable Previous Winners
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 20...
Charlie Mitchell · 5 min read · 5 Jan 2024
GenAI for Contact Centers: The Latest Trends and Statistics
The Oxford University Press recently named “rizz”, Word of the Year for 2023. Yet, if the tech and CX industries had run similar competitions, “GenAI” (short...
Charlie Mitchell · 4 min read · 18 Dec 2023
Who Are the Leading “Intelligent Contact Center” Vendors? Aragon Research Reveals Its Findings
Aragon Research introduced the “intelligent contact center” concept in 2018. In doing so, the analyst firm asserted that traditional voice response systems c...
Charlie Mitchell · 6 min read · 28 Nov 2023
Welcome to the First Truly AI-Centric Contact Center
Less than ten years ago, Google pioneered the customer service AI market with the launch of the Google Contact Center AI Suite. That suite featured groundbre...
Charlie Mitchell · 5 min read · 8 Nov 2023
Converge and Consolidate: The New Contact Center Mantra
Delivering exceptional customer experiences is essential for any business in today’s world. Fail to live up to the evolving expectations of your target audie...
Rebekah Carter · 6 min read · 1 Sept 2023
ServiceNow Joins the Google-UJET CCaaS Party
In collaboration with UJET, Google has launched a native integration between its CCaaS platform and ServiceNow’s Customer Service Management (CSM) solutions ...
Charlie Mitchell · 2 min read · 2 Aug 2023
CCaaS and UCaaS: Getting the Best of Both Worlds
With 300MN monthly active users, Microsoft Teams is the de facto UCaaS platform. Yet, in the CCaaS race, there is no clear front-runner. Instead, the leading...
Charlie Mitchell · 4 min read · 2 Aug 2023
Google Aims to Disrupt the CCaaS Market, and It Brings Big Differentiators
Of all the big-name entrants in the CCaaS space, Google has kept the lowest profile. There have been no headline-stealing statements, only murmurings of mega...
Charlie Mitchell · 9 min read · 12 Jul 2023
Big CX Update with UJET
Watch on YouTube In this video for our Big CX Update Series, CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET . In this session, we ...
Charlie Mitchell · 1 min read · 10 Jul 2023
CX Big Updates 2023: Stay Up to Speed with Your Tech Vendors
Whether it's in CCaaS, CRM, conversational AI, or one of the many other facets of customer experience, innovation is moving fast. Advances in large language ...
Charlie Mitchell · 2 min read · 10 Jul 2023
UJET Launches Agent Mobile App, Wins Cloud-Based CX Solution of the Year at CCW
UJET has launched its Agent Mobile App at the same time as winning Cloud-Based CX Solution of the Year at the 2023 Customer Contact Week (CCW) Excellence Awa...
James Stephen · 3 min read · 22 Jun 2023
UJET Integrates Its CCaaS Platform with Microsoft Teams
UJET has integrated Microsoft Teams with its contact center platform. According to UJET, the integration will enable contact center agents to more easily col...
James Stephen · 3 min read · 24 May 2023
The Future of CX: Learning from UJET at EC 2023
At this year’s EC 2023 event, the conference floor was buzzing with chatter about the rapidly evolving innovations in the CX space. Every business in attenda...
Rob Scott · 3 min read · 6 Apr 2023
All the Latest CCaaS Announcements from AWS, NICE, and Zoom
The CCaaS space is heating up, with several market trends adding coals to the furnace. Indeed, legacy vendors are becoming increasingly eager to push contact...
Charlie Mitchell · 6 min read · 5 Apr 2023
UJET and Google Cloud Release Workforce Management Suite
UJET and Google Cloud have partnered on the launch of the workforce management suite ‘UJET WFM’. UJET WFM provides forecasting, scheduling, and real-time mon...
James Stephen · 3 min read · 28 Mar 2023
The Top Workforce Optimization Platform Vendors for 2023
The world of work has changed drastically in recent years. Since the pandemic, concepts like remote and hybrid work have become commonplace, and companies ha...
Rebekah Carter · 11 min read · 15 Mar 2023
Customer Experience Trends 2023 and Emerging Tech: Expert Round Table
2022 has proven another disruptive year in the CX space, with emerging trends including the rise of more immersive experiences, hyper-personalization, and – ...
Charlie Mitchell · 11 min read · 14 Dec 2022
UJET Targets Avaya, Genesys, and Cisco Customers with a New CCaaS Migration Offering
UJET has created a comprehensive pre-CCaaS migration assessment package, which all Avaya, Genesys, and Cisco legacy customers can access for free. The vendor...
Charlie Mitchell · 2 min read · 5 Dec 2022
UJET Campaigns to Poach Genesys Customers
UJET has cast doubt over whether Genesys can support complex CCaaS implementation projects in a new campaign to prospective customers. In an email, UJET prom...
Charlie Mitchell · 4 min read · 18 Oct 2022
The Latest BIG News from Salesforce, Twilio, and UJET
New product launches, research, and tech valuations feature in our latest video edition of BIG News, which boasts not one, not two, but three great guests. J...
Charlie Mitchell · 1 min read · 12 Oct 2022
UJET Reveals ‘Industry-First’ Cloud to Cloud Failover Solution
UJET has announced CX Intercloud, a multicloud architecture offering automatic failover that switches to a standby server if the primary one fails. The multi...
Sandra Radlovački · 1 min read · 8 Mar 2022