Proof, Not Promises: Independent Research, User Reviews, and a CX Transformation with UJET

Insights from IDC ProductScape, Capterra Shortlists, and a real-world customer success story

In a market full of AI claims, independent research and verified customer feedback help buyers separate lasting solutions from short-lived trends. That's why we're proud to share some recent, third-party reports and user reviews that drive measurable contact center outcomes.

IDC ProductScape: Worldwide CCaaS Applications Software, 2025 

As organizations work to boost contact center productivity, lower costs, improve employee experiences, and drive brilliant customer experiences, they are increasingly turning to AI-powered capabilities. The IDC ProductScape: Worldwide CCaaS Applications Software, 2025 report offers a comprehensive guide on the key functionalities of contact center–as-a-service technologies, featuring products from companies including UJET. The status of each functionality is categorized as fully supported, partially supported, partner provided, road map, or not supported, aiding technology purchasers in quickly identifying which vendors align with their changing requirements.  UJET. 

The report noted a few key differentiators for UJET: 

• UJET and Google are in close collaboration, codeveloping products allowing UJET’s standalone business to benefit from Google’s artificial intelligence expertise, product and engineering resources, and innovation

• Breadth of channels and covers all core capabilities with either native or “third-party providers via open APIs, except for two-way video, augmented, and virtual reality”

• UJET ensures high levels of reliability and resilience with an active-active-active architecture across multiple Availability Zones and cross-region data replication via GCP Multi-Region Support – delivering both high availability and robust disaster recovery beyond standard HA. 

 

To access the  IDC ProductScape Worldwide CCaaS Applications Software 2025 Report, click here. 

UJET Shines in Capterra Shortlists for 2025

 

The reviews are in, and the verdict is clear: UJET is a user favorite! We were recently recognized in six Capterra Shortlist reports for 2025, including:

• Contact Center

• Customer Engagement

• Customer Experience

• Telephony

• Auto Dialer

• Call Center

What are users saying? Our Reviewers frequently highlight UJET’s intuitive interface, minimal training requirements, and seamless integrations that help teams boost productivity and simplify daily tasks.

Read more about what our customers have to say on Capterra.

A Customer Story: Herschend Family Entertainment Transforms CX

To further highlight UJET’s transformational CX platform and capabilities, Herschend Family Entertainment (HFE), the largest family-owned themed attractions company in the U.S. and operator of iconic brands like Dollywood and Silver Dollar City, today announced a major transformation of its contact center operations with UJET. After selecting UJET three years ago to consolidate its contact centers onto a single, omnichannel platform, HFE has seen significant improvements in both operational efficiency and guest satisfaction:

• 12% decrease in Average Handle Time

• 6% reduction in cost per contact

• 9% increase in Net Promoter Sore

"Since deploying UJET, we’ve seen measurable improvements across the business," said Vince Mavente, Contact Center Director at HFE. "This partnership has allowed us to deliver the high-quality, memorable experiences our guests expect." 

Want to Learn More?

Visit ujet.cx or click-through our recently published Interactive Demo to learn more about how UJET can accelerate your transformation from contact center to experience center! UJET is also attending several industry conferences where technology buyers will have the opportunity to see their technology in action and hear more about how customers have transformed customer experience using their platform. UJET is showcasing for the first time at HubSpot’s INBOUND conference on September 3-5 and will also be at Customer Contact Week Nashville from October 22-24.