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AI-Assisted Contact Centers Win by 11.5x
Aberdeen’s two-group study found that contact centers using AI capabilities improved customer satisfaction, first-contact resolution, agent productivity and service costs far faster than non-users. The biggest gap wasn’t subtle: an 11.5x advantage in annual cost improvement.
Cresta Wants Every Agent to Sound Like Your Best One
Born in Stanford's AI lab and now worth $1.6 billion, Cresta listens to every call in a contact center and coaches humans in real time - while quietly building the AI agents meant to replace some of those calls entirely.
The Eight Platforms Deciding Whether You Reach a Human
Talkdesk, Five9, Salesforce, Zendesk, UJET, Convoso, CloudTalk and Broadvoice all promise to handle your customers. Here is what each one is actually built to do - and which business should pick which.
The Google CX Product Maze, Finally Mapped
A plain-language map of Google's confusingly named customer-experience AI portfolio. It untangles CCAI, Agent Assist, CX Agent Studio and Gemini Enterprise for CX, explaining what each one actually is and what a buyer gets. It also clarifies UJET's unusual position: Google Cloud sells Google Cloud CCaaS powered by UJET as a first-party offering, which is a different relationship than being one of many logos in a marketplace.
The Experience Center
A UJET brand film reframes the contact center as an 'experience center' - not a cost to minimize but the richest customer signal a company owns. The video walks through five moves (channel blending, mobile SDK and biometric auth, AI automation and routing, agent assist, and real-time CRM sync) that turn support from a ticket-closing utility into a loyalty and revenue engine.