UJET

What it is

UJET is a cloud contact center (CCaaS) that started from the phone in the customer’s hand. Its Web and Mobile SDKs put voice, chat and in-app support inside your own app. Smart Actions let an agent ask a caller to send a photo, verify identity or share a screen mid-call without leaving the conversation. The platform keeps no customer PII of its own and writes interaction data back to the CRM. UJET is private and backed by Sapphire Ventures, which led both its $55M Series C and its $76M Series D (2024). It says it serves contact centers of 50 to 5,000+ seats.

The question this page answers: is UJET a credible mid-market alternative to Talkdesk or Five9, and what does its new agent layer automate? Three things changed in the last twelve months:

• Spiral (November 2025). UJET bought Spiral, a conversational analytics company that detects and counts customer issues across voice, chat, email, surveys and social, and answers natural-language questions about them. Spiral still sells standalone as “Spiral by UJET”.
• AXO (11 March 2026). Agentic Experience Orchestration is a persistent AI layer between the conversation and your back-office systems. It trains virtual agents on your historical conversations, escalates high-value or emotional contacts to humans, and then stays in the loop with CRM context, live summaries, suggested replies and click-to-execute workflows. Its most distinctive part is LLM-based computer-using agents that run back-office steps such as filing a claim or processing a refund in systems with no API. UJET said AXO would onboard select customers from April 2026 and reach general availability in the second half of 2026.
• Google Cloud CCaaS by UJET (April 2026). UJET says it has been the sole OEM provider of Google Cloud’s CCaaS since 2022, and its Virtual Agent and Agent Assist run on Google Cloud AI. In April it launched a managed service that brings Google’s Gemini Enterprise for CX stack to SMB and mid-market buyers through the AVANT advisor channel.

Why it shows up in support stacks

• Agents rate it as easy to run. UJET ranked first of 11 products in Info-Tech’s 2026 midmarket CCaaS Data Quadrant (published 23 July 2026), with an 8.6/10 composite satisfaction score from 33 verified UJET reviews and 94% on ease of implementation. That is a user-satisfaction survey, not a Gartner-style capability evaluation, and UJET is not one of the five vendors in the Leaders quadrant of Gartner’s CCaaS Magic Quadrant (Genesys, NICE, AWS, Talkdesk, Five9).
• Mobile and in-app support is native, not bolted on. If your customers contact you from your app, the SDK passes device, account and session context into the call before the agent says hello.
• It fits the tools around it. Workforce management vendors such as Assembled and QA tools such as Level AI already list UJET as a telephony source, and CRM adapters cover Salesforce, Zendesk, Kustomer and ServiceNow.

Pricing reality

UJET publishes per-agent prices on its packages page: Basic $65 per user per month (PSTN voice, standard reports, SSO, CRM adapters, Web SDK); Pro $99 (adds the agent desktop, SMS blending, Smart Actions, Mobile SDK, APIs and advanced reports); Enterprise $120 (adds chat, email, SMS and social); and Digital $69, a digital-only suite with in-app voice, where PSTN voice is a $50 add-on. Channel add-ons are $10 each on the lower tiers. The outbound dialer is $15, Workforce Management $30, and CoBrowse $20 (web) or $40 (web plus mobile).

Every Conversational AI item is quote-only: Virtual Agent, Agent Assist, Summarization and Insights. So is the Microsoft Teams integration, and AXO is not on the page at all. A 100-seat Enterprise deployment is $144,000 a year at list; add WFM and the dialer and it is $198,000, or $165 per agent per month, before any AI or telephony usage. Budget the quoted AI on top of that figure, and use the published list as the ceiling you negotiate down from. UJET’s own blog describes “bundled usage” with AI included and no token overages, which is not what the pricing page shows, so get that sentence into the order form if sales repeats it.

Best for

Heads of support or CX operations running 50 to 500 agents whose customers reach them through a mobile app, who want voice, digital and in-app channels in one desktop and who are comfortable building their AI on Google’s stack. It also fits teams that have shortlisted Google Cloud CCaaS: the product is UJET either way.

Skip it as the primary platform if you run a large multi-site operation where complex routing and deep workforce engagement decide the deal, or if high-volume predictive outbound is the core motion.

Versus the alternatives

Genesys Cloud and NICE CXone hold the largest share of enterprise CCaaS. Pick Genesys for routing depth and multi-vendor AI orchestration, NICE when WFM and quality management drive the decision. Pick UJET over both when you are mid-market, value agent usability and speed to launch over feature breadth, and want published seat prices. Talkdesk wins when one of its industry editions matches your business. Five9 wins on outbound volume. Zoom Contact Center is the pick if you already run Zoom Phone, and Dialpad or Aircall if you are under 50 agents.

The fastest-growing competition sits on top of any CCaaS: AI agent vendors such as Sierra, Decagon and Parloa. Rule: pilot UJET’s Virtual Agent on your top five contact reasons with your own containment, transfer and CSAT targets. Bring in a specialist only where it beats that baseline by enough to fund a second contract.

Watch-outs

• AXO’s general availability is a promise with a deadline that is now. UJET announced it in March 2026 with GA in the second half of 2026, the only named customer (Capital on Tap) was quoted on what AXO “will” do, and we found no public customer results. Guard: ask for AXO, and the computer-using agents specifically, to be live on your tenant during the evaluation, and contract only for what you saw working.
• The AI price is not on the price list. Virtual Agent, Agent Assist, Summarization and Insights are all “Get a Quote”, and the blog’s “AI included” claim conflicts with the packages page. Guard: get the AI unit (minute, conversation or seat), committed volume, overage rate and a usage alert written into the order form.
• Your AI roadmap is Google’s roadmap. Virtual Agent and Agent Assist run on Google Cloud AI, which is good if you already trust Gemini and limiting if your data or model policy points elsewhere. Guard: confirm which models process your data, the region, and whether you can bring your own LLM or agent vendor through the APIs.
• Computer-using agents act in systems without an API. That is the point, and it also means a screen change can break a refund flow silently. Guard: start them in approval mode on low-value actions, log every step, and set an alert on failure rate before you expand scope.
• Analyst proof is satisfaction-based. Info-Tech and Aragon Research rank UJET highly; Gartner’s Leaders quadrant does not include it. Guard: script your three hardest routing and reporting scenarios into the demo and score them side by side with Genesys or Talkdesk.