Access4, a leader in SaaS Unified Communication solutions for MSPs, has announced a strategic partnership with UJET, a CCaaS 3.0 cloud contact center provider.
Under the terms of the partnership, Access4 will now be able to offer UJET’s cloud contact center solutions to further assist Australian innovative businesses in unifying and enhancing the customer experience to meet the needs of the modern consumer.
The integration of UJET’s ultra-modern cloud contact center solution into Access4’s award-winning SaaS platform SASBOSS continues the expansion of best of breed unified communications to Access4’s product catalogue.
Access4 will now enable hybrid environments for customers which require a breadth of cloud UC and contact center solutions in the same environment and with the same provider thereby offering enterprises of all sizes a unique proposition in the ANZ market.
Additionally, this partnership helps digitally focused businesses adopt scalable, reliable and secure customer experience tools, eliminating operational silos while creating more intelligent and natural customer interactions.
“It will be incredible to work with Access4, an organization that shares our customer-first mindset and whose goals align with our own,” said Karen Bowman, VP, Channel at UJET. “We are proud to be partnering with Access4 and are thrilled to help them deliver on that shared vision by providing tailor-made cloud contact center solutions into the growing ANZ market and greater APAC region.”
Access4’s partner network will have access to UJET’s contact center products and features, which includes a unique approach to an embeddable experience, enabling businesses to fully integrate support into their existing mobile experience.
With UJET’s in-app support (SDK), businesses can eliminate fragmented and repetitive customer interactions while unifying their data for a more intelligent and secure customer journey. The new UJET Virtual Agent provides proactive, conversational AI to empower both customers and contact center agents.
“It is paramount that we help navigate our partners through the current business climate and identify ‘born in the cloud’ solutions to improve customer experience and operational efficiencies,” said Tim Jackson, Managing Director, Access4.
“This partnership will offer a truly integrated solution for MSPs who want to unify their contact channels from separate queues to a single combined queue containing chat, calls, email and SMS. The offering will enhance the customer experience by allowing the customer to stay within the one app or website for support, sales or marketing needs.”
Analyst firm, Ecosystm, has found that 65% of business leaders in Australia rated improving customer self-service as a top measure to improve customer experience.
Audrey William, Principal Advisor at Ecosystm, said: “Customer teams recognize the importance of meeting and engaging with customers on their own terms. Fifty-four percent of contact centers in Australia are also focused on creating the right omnichannel experience, giving their customers the ability to switch between channels seamlessly without the need to re-authenticate themselves.
“There has been a rise in customer engagement through mobile apps and social messaging platforms. This highlights the importance of having data synchronized across all channels. UJET’s cloud contact center solution helps organizations innovate and lead with a mobile first mindset and that’s really important in this new era of customer engagement that we are living in.”
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