UJET has concluded its Series D funding round, securing another $76MN of investment.
With this funding, UJET plans to further its development of generative AI (GenAI) technologies for the midmarket contact center.
Founding CEO Anand Janefalkar will lead the effort, scaling the vendor’s product and engineering efforts to facilitate the next stage of its growth.
Meanwhile, former UJET COO Vasili Triant will step into the co-CEO role to bolster UJET’s overall operations, which will involve accelerating its channel distribution and strategic alliances.
UJET is well positioned within the CCaaS space to use GenAI as the accelerator. After all, thanks to its close relationship with Google, the vendor enjoys unique access to the cloud giant’s AI teams and resources, with the two brands partnering closely together on joint innovation for the contact center and customer experience markets.
With this AI muscle, Janefalkar aims to support contact centers in moving beyond GenAI experiments and chatbot replacement initiatives to make long-lasting, “leapfrog” CX improvements.
"Human-sounding conversations alone are no longer sufficient, as people now regularly communicate via chat or voice conversations overlaid with rich media,” said Janefalkar.
“With generative AI, we can transform these conversations into high bandwidth visual and contextual interactions - the same way we all interact with friends and family - while offering fluid transitions between virtual and human agents, depending on complexity, urgency, and empathetic themes.”
Many other CCaaS companies will claim to be cooking up similar innovations. Yet, in addition to Google AI, UJET has differentiators in how it can support AI deployments.
UJET: Differentiative In Its AI Approach
Most vendors fixate on features when engaging with CCaaS buyers. But UJET changes the conversation. It asks: what outcome do you want for your customers?
By taking this outcome-oriented approach, UJET steers clear of marketing jargon and encourages its clients to think about the customer journey, friction points, and critical engagement drivers.
As the new Co-CEO Triant previously told CX Today: “What we’re doing at UJET is changing that conversation and then bringing in technology that’s adaptable to those outcomes.
“We’ve developed unique capabilities in our platform that don’t exist elsewhere, enabling both agents and customers to interact more naturally and effectively.”
Perhaps the best example of that uniqueness is in the design of the UJET Contact Center Platform itself. Indeed, it has a mobile-centric architecture, enabling cross-channel contact center experiences where customers and agents can exchange text, images, and audio messages.
Now, with those different channels and modalities, add AI into the mix and contact centers can orchestrate customer experiences that seamlessly blend live and virtual agents. That vision is exciting and has perhaps unsurprisingly caught the imagination of investors.
UJET: Differentiative In the Midmarket
Across many enterprise tech subsets, providers typically split into two camps. The first serves large enterprises with all-encompassing suites. The second offers cost-efficient point solutions to SMBs.
That often leaves midmarket businesses with a tough decision: shall we overpay for the suite or spend significant resources piecing together point solutions?
Some vendors will reach out to the midmarket. But, after securing their first couple of enterprise contracts, they'll likely start chasing more, and - over time - their positioning often changes entirely.