Recognizing CX Transformation: How UJET and Our Customers Redefined the Market in 2025

Happy New Year! As we look toward an ambitious 2026, we’re taking a moment to celebrate an incredible year of partnership and CX transformation.

At UJET, our mission has always been to help you deliver personalized, effortless experiences, and 2025 proved that when we innovate together, the market takes notice.

2025: A Year of Bold Moves and Big Wins

Last year was defined by a relentless focus on making the contact center faster, safer, and smarter. A few of our proudest moments included:

• The Acquisition of Spiral: We welcomed Spiral to the UJET family to accelerate our AI roadmap, allowing our customers to analyze conversational data at scale and eliminate issues at their source.

• The New Agent Desktop: We released a new unified workspace that is extensible with custom widgets, designed specifically to streamline customer support operations for high-pressure, modern contact centers.

• Strategic Partnerships: From advanced outbound capabilities with Alvaria to AI-powered agent acceleration with Laivly, we expanded our ecosystem to ensure you have the tools needed to win.

• Leadership Evolution: We appointed Vasili Triant as CEO to lead our next phase of growth, while founder Anand Janefalkar transitioned to Chairman and Chief Evangelist.

But Don’t Just Take Our Word for It...

The Contact Center and Customer Experience industry analysts have spoken.

For the third year in a row, UJET was named a Leader in the Aragon Research Globe™ for the Intelligent Contact Center, 2026. Aragon recognized UJET for standout strengths in AI contact center offerings, virtual agents, and our unique CRM-first architecture.

Additionally, UJET was highlighted by DMG Consulting for our differentiated AI-powered self-service tools and IDC ProductScape for the reliability of our active-active-active architecture.

The Ultimate Metric: What Our Customers Are Saying

Nothing validates a year of hard work more than the feedback from the people using our platform every day. In the G2 Winter 2026 Reports, UJET earned its 23rd consecutive quarter as a Leader in User Satisfaction.

Key highlights from our customers on G2 include:

• #1 in User Satisfaction for 5 Years Running.

• 97% User Rating for Ease of Setup, with most teams going live in just 30-60 days.

• Proven Speed to Value: Users report an average ROI in 23 months and cost savings of 60% or more by consolidating legacy systems onto UJET.

2025 Success Stories: Real Impact, Real Results

We are honored to partner with brands that are setting the standard for CX. Here is just a glimpse of the impact we saw in 2025:

Customer	The Impact
	Achieved a 15% reduction in call volume and a 10% reduction in operating costs.
	Realized a 12% decrease in average handle time and a 9% improvement in NPS.
	Hit a 97% Voice SLA and saw a 30% improvement in First Contact Resolution.
	Maintains a 4.9 CSAT score with a 2-minute average resolution time.
	Reduced average response time by 70% (from >60s to 18s) and cut agent turnover by half.
	Transformed operational stability and personalized the journey with queue-level messaging.

Looking Ahead: The Future is Interaction Avoidance

As we enter 2026, we’re shifting the conversation from optimizing human and virtual agent performance to eliminating interactions.

With Spiral by UJET, we’re helping you find and fix problems before they ever result in a contact, because the best customer experiences are the ones that never require an interaction.

Want to see what your data has been hiding?

Try Spiral by UJET for free or contact our team of specialists to learn how we can make 2026 your most successful year yet!