Home > Call Center Software > UJET > UJET vs Vonage Contact Center

UJET vs Vonage Contact Center

Last Updated: November 18th, 2024

Our analysts compared UJET vs Vonage Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

UJET is a cloud-based software designed to streamline customer service operations, making it an ideal solution for businesses looking to enhance their call center capabilities. It is particularly suited for organizations that prioritize customer satisfaction and efficiency, as it offers a suite of tools aimed at improving the quality and responsiveness of customer support. Among its key benefits are the ability to integrate with existing business systems, providing a seamless experience for both agents and customers, and its scalability, which allows businesses of all sizes to tailor the service to their needs. UJET's popular features include real-time interactions, intelligent routing, and comprehensive analytics, which help in making informed decisions and improving service quality. When compared to similar products, users often highlight UJET's user-friendly interface and the effectiveness of its customer support features. Pricing considerations vary, typically based on the volume of interactions and the specific features required, with payment options usually structured on a subscription basis.

Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.

$80/User, Annually

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$20/User, Monthly

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Small

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Large

Small

Medium

Large

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Mac

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Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

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24/7 Live Support

Product Insights

Work Remotely: Offer customers continual support from anywhere and on any device.
Offer Support in Multiple Languages: Serve clients according to their language preferences. Establish support locations and provide international customers with localized phone numbers and serve menus in over eleven languages.
Improve Service Quality: Automatically route calls and other customer communications to the most suitable agents. Fill gaps in support with convenient AI-powered self-service options.
Customize Communications: Create and tailor rules to route incoming requests. Prioritize specific types of communications and adjust as needed.

Reliability: Keep business running with 99.9% uptime with SD-WAN and SmartWAN offerings. Access high-quality, pristine video, voice and messaging with minimum call drops, static and data loss. Take advantage of massive scale-out capabilities and flexibility with highly distributed architecture and nationwide coverage with disaster recovery, elevated QoS and business continuity.
Security and Compliance: Protect customer data and company reputation with leading compliance frameworks and regulatory standards, including GDPR; SOX;FCC and CPNI; PCI for protected financial data; HITECH, HIPAA for health information and HITRUST Common Security Framework Certification.
Ease of Use: Optimize business workflows with an intuitive business communications app. Be up and running with a plug-and-play mobile application that integrates easily with pre-existing systems.
Unified Communications: Rely on Vonage Business Communications (VBC) that activates conversations worldwide across SMS, voice, team messaging, fax, video meetings, social and more.
Mobility and Collaboration: Increase productivity and collaborate with team and customers virtually anytime and anywhere with over 50 features and VBC. All these are supported in more than 40 countries and over 96 numbers for local inbound calling.
Stellar Customer Service: Collaborate with experts across the entire organization to resolve customer issues through features such as call controls and the directory, one-click login, a single interface and a complete view of presence and availability.
Flexibility: Block callers on outbound calls, change caller ID and check what people see during a call. Manage the entire system with an admin portal and establish a local presence with any local phone number.

Voice Calls: Improve voice call experience, shorten call times and reduce operational costs with tools such as PSTN and in-app calling, SMS blending, call controls embedded within a CRM, click-to-call, auto-answer, codes and agent notes and scheduled callbacks.
SMS Messaging: Blend voice and SMS channels together for flexible and convenient conversations. Enhance with tools such as in-call SMS, SMS transcripts, wait time SMS, multimedia messaging and deep-link app sharing.
Chat: Automatically engage with website visitors. Improve routing accuracy via proactive triggers, messaging templates, auto-answer, business hours deflection, contextual routing and web and mobile SDKs.
Smart Actions: Authenticate users and customers using t-pin and biometric security to unlock smartphones. Prompt them to take and share photos, videos and screenshots from their photo libraries. Allow callers to communicate information without speaking out loud.
Virtual Agent: Provide guided self-service tools to customers via the AI-Powered Conversational CX virtual assistant. Minimize churn, shorten hold times and reduce the impact of volume fluctuations.
Integrations: Unify and extend CX Ecosystem through contact center software integrations with Microsoft Dynamics, Zendesk, Salesforce, Oracle, Freshdesk and Kustomer.

Call Flip: Transfer calls from mobile to desktop or vice versa with a single click.
Cell Phone Integration: Get VoIP system functionality on a cell phone.
Paperless Fax: Receive or send faxes anywhere or anytime. Access is available only in the US.
Voicemail to Email: Receive voicemail recordings directly in an email inbox.
Collaboration: Take advantage of features such as call to announce, call monitoring, call groups (forwarding calls to more than one extension at once) and team messaging.
Conference Bridge: Connect up to 30 callers at a go with a single button.
Virtual Assistant: Answer calls immediately through voice-driven, AI-enhanced natural language interactions.
Call Screening: See all incoming call numbers and prioritize answering essential calls.
Spam Shield: Check all incoming calls for phone spam; the feature is only available in the U.S.
Call Continuity: Get instant access to automatic call rerouting during an emergency.
Click-To-Call-Me: Give customers a quick and easy way to contact and enhance customer satisfaction rate.
Receptionist Console: Manage a large volume of calls (up to 50) efficiently without any disturbance or dropped calls — available in US and UK only.
Smart Numbers: Program phone numbers according to the business's exact needs. Available in the US and Australia only.
Single Sign-On System for Cross-Domain Identity Management (SCIM): Use company credentials to log in to the product's business communications easily with centralized authentication and password management.
Video Collaboration: Connect with customers virtually from anywhere with Meetings. Get access to video and vice collaboration plus chat. Schedule meetings right from the calendar and connect up to 150 attendees in up to 25 simultaneous videos in a single session.
Support Plus Powered By Soluto: Take advantage of friendly remote support for IT and tech issues. Available in the US only.
SD-WAN: Prioritize bandwidth-intensive cloud applications with SmartWAN solution and get reliable and quality service for embedded voice into VBC for Teams-available only in the US.
Virtual Receptionist: Create a simplified and robust phone menu system IVR, customize call routing for holidays and day-offs and route callers to the right individual or department for a streamlined experience.
Call Queue: Set up detailed messaging prompts and options to help callers connect automatically to the appropriate agent.
Call Continuity: Route calls anywhere from a variety of options. For instance, when the team is away from the office or during emergencies.

Product Ranking

#42

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#100

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Analyst Rating Summary

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User Sentiment Summary

93%

of users recommend this product

UJET has a 'excellent' User Satisfaction Rating of 93% when considering 745 user reviews from 3 recognized software review sites.

75%

of users recommend this product

Vonage Contact Center has a 'good' User Satisfaction Rating of 75% when considering 177 user reviews from 4 recognized software review sites.

4.7 (517)

4.0 (55)

4.5 (116)

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4.5 (112)

4.4 (61)

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4.5 (7)

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2.7 (54)

Awards

Synopsis of User Ratings and Reviews

Simplified Workflow: Users praise UJET for its intuitive design that streamlines call center operations, allowing agents to handle customer interactions more efficiently.

Enhanced Customer Experience: UJET's ability to seamlessly integrate various communication channels, such as voice, chat, and video, enables agents to provide a more personalized and engaging customer experience.

Robust Analytics and Reporting: Users appreciate UJET's comprehensive analytics and reporting features, which provide valuable insights into call center performance and customer behavior, empowering data-driven decision-making.

Seamless Integrations: Vonage Contact Center effortlessly integrates with popular CRM and business applications, streamlining workflows and enhancing agent productivity.

Omnichannel Capabilities: Handle customer interactions across multiple channels (voice, email, chat, social media) from a unified platform, providing a seamless experience for both agents and customers.

Advanced Analytics and Reporting: Gain valuable insights into call center performance, agent productivity, and customer satisfaction through robust analytics and reporting tools.

AI-Powered Features: Leverage artificial intelligence to automate tasks, improve call routing, and provide real-time assistance to agents, enhancing efficiency and customer satisfaction.

Scalability and Flexibility: Vonage Contact Center scales seamlessly to meet changing business needs, allowing for easy expansion or contraction of agent capacity as required.

Limited Customization: Users express frustration over the platform's limitations in tailoring the system to their specific workflows. For instance, routing options can be restrictive, making it difficult to handle complex call flows.

Reporting Complexities: Extracting specific data or generating custom reports can be challenging. Some users find the reporting interface cumbersome and less intuitive than desired for in-depth analysis of call center performance.

Occasional Performance Issues: While generally stable, some users report occasional glitches or slowdowns, particularly during peak hours or when handling a high volume of interactions. This can disrupt operations and lead to agent frustration.

Limited Customization: Users report that Vonage Contact Center offers limited customization options, making it difficult to tailor the platform to specific business needs.

Integration Challenges: Some users have experienced difficulties integrating Vonage Contact Center with other business systems, such as CRM and ticketing platforms.

Reliability Issues: Occasional reports of system outages and call quality issues have been noted by users, impacting call center operations.

Pricing Concerns: While Vonage Contact Center offers flexible pricing plans, some users have expressed concerns about the overall cost compared to competitors.

Limited Reporting Capabilities: Users have reported that the reporting capabilities within Vonage Contact Center are not as robust as desired, making it challenging to track and analyze call center performance.

User reviews from the past year suggest UJET is a powerful tool, but it's not without its drawbacks. Users praise its modern, clean interface and robust feature set, particularly highlighting its strong CRM integrations and comprehensive reporting capabilities. For example, users rave about how UJET's seamless integration with Salesforce allows agents to access customer information directly within the platform, streamlining workflows and boosting efficiency. However, some users have reported occasional glitches and stability issues, particularly with the mobile app. Others find the pricing structure complex and potentially expensive for smaller businesses. Overall, UJET seems best suited for medium to large enterprises with complex customer service needs who value a modern, feature-rich platform and are willing to invest in a premium solution. Smaller businesses or those with simpler requirements might find UJET's complexity and cost outweigh its benefits.

Vonage Contact Center has received mixed reviews in the past year. Users praise its ease of use, comprehensive features, and reliable performance. They appreciate the intuitive interface, which makes it easy to navigate and manage calls. The software's robust feature set, including call routing, IVR, and CRM integration, allows businesses to tailor their contact center to their specific needs. Additionally, Vonage Contact Center's uptime and call quality are consistently high, ensuring seamless customer interactions. However, some users have expressed concerns about the software's pricing and scalability. Vonage Contact Center can be more expensive than some competing solutions, and its scalability may be limited for larger businesses. Additionally, some users have reported occasional technical glitches and integration issues with third-party applications. Overall, Vonage Contact Center is a solid choice for businesses looking for a user-friendly and feature-rich call center solution. Its strengths in ease of use, comprehensive features, and reliability make it a good option for businesses of all sizes. However, businesses should carefully consider the software's pricing and scalability before making a decision.

Screenshots

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FAQ

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