UJETvs
Genesys Cloud
Genesys Cloud: If you need the deepest routing, workforce engagement and partner ecosystem at several-thousand-seat scale
UJET
Mobile-first cloud contact centre that publishes per-seat list prices and runs on Google Cloud
As of 31 August 2026, UJET starts at $65/month. A CCaaS platform built around smartphone-native channels and deep Google Cloud AI integration. Softwr lists it under Customer Support. UJET is made by UJET, Inc., available on Web, iOS, Android, API.
Overview
What UJET does
UJET is a cloud contact centre platform whose original design premise was that customers contact support from a smartphone, so the interaction should be able to carry photos, video, location and biometric authentication rather than just voice or text. It provides voice, chat, email, SMS and social channels, an agent workspace, routing, reporting and a set of AI capabilities drawn largely from Google Cloud. The commercially decisive fact is the Google relationship. UJET is the technology behind Google Cloud Contact Center AI Platform, which Google resells under its own brand. That gives UJET distribution and credibility that a company of its size would not otherwise have, and it gives buyers a genuinely native path to Dialogflow and Google speech models. It also creates a dependency risk that analysts have flagged openly: Google has been extending its own Customer Engagement Suite, and a platform whose largest partner is also a potential competitor carries roadmap uncertainty that does not appear in any sales deck. UJET publishes list pricing, which is rare in CCaaS: Basic at 65 USD per user per month, Digital at 69, Pro at 99 and Enterprise at 120, with channel add-ons priced separately at 10 USD each for chat, email, SMS and social, 15 for outbound dialler, 20 to 40 for co-browse and 30 for workforce management. Buyers should read that itemisation carefully. A team that wants voice, chat, email and SMS on the Pro tier is paying 129 USD per seat, not 99, and conversational AI is quoted separately on top.
What people use it for
- A consumer app company whose support cases are resolved faster when the customer can attach a photo or screen recording from the phone they are already holding
- A Google Cloud shop that wants Dialogflow CX bots and a contact centre on the same platform without stitching two vendors together
- A retail or utilities contact centre that needs verified caller identity without knowledge-based authentication questions
- A support organisation of 100 to 600 seats that wants a published per-seat list price to benchmark against a Genesys or NICE renewal quote
Related searches
The honest half
Where it falls short
Concrete and checkable, so you can decide whether any of them matter to you. This is the half of a review a vendor will not write about UJET.
- The published tier prices exclude nearly every channel, so chat, email, SMS and social cost 10 USD per seat each on top and conversational AI is quoted separately, meaning a realistic omnichannel seat lands well above the advertised 99 USD.
- Workforce management is a 30 USD per seat add-on rather than a platform capability, so a contact centre buying UJET for its full stack pays roughly a third again on top of the Pro rate before any AI.
- UJET supplies the technology behind Google Cloud Contact Center AI Platform while Google simultaneously expands its own Customer Engagement Suite, a partner-competitor overlap that analysts have publicly warned could cannibalise UJET, and it introduces roadmap risk into a multi-year contract.
- The smartphone-native premise only pays off if your customers actually contact you from a mobile app you control; organisations whose volume arrives by inbound telephone number from landlines and desktop web get little benefit from the differentiating features.
- UJET is materially smaller than NICE, Genesys and Five9, so the partner and consultancy ecosystem for complex integrations, custom reporting and specialist routing design is thinner, and niche requirements more often become professional services line items.
- UJET sold its own professional services business unit to Onix in July 2025, so implementation and services delivery on a new contract may run through a third party rather than the vendor itself, which changes who is accountable when a deployment slips.
Cross-shopped
What people choose instead of UJET
Each pairing was judged by two reviewers asking whether a buyer would genuinely weigh the two against each other. The ones that failed were deleted rather than published.
- UJETvsFive9
Five9: If you want a mature outbound and blended dialler as a core platform capability rather than a per-seat add-on
- UJETvsAmazon Connect
Amazon Connect: If you would rather pay strictly per minute of usage than per seat, and you already run on AWS
Pricing
What UJET costs
Taken from the vendor's own pricing page. Prices move, so check before you buy.
Basic
$65 /mo
- Voice
- Agent workspace
- Standard routing
- Core reporting
Digital
$69 /mo
- Digital channels
- Agent workspace
- Routing
- Reporting
Pro
$99 /mo
- Everything in Basic
- Advanced routing
- Advanced reporting
- API access
Enterprise
$120 /mo
- Everything in Pro
- Enterprise security controls
- SSO
- Priority support
- Custom SLAs
Capabilities
Features
Smartphone-native channels
Supports photo, video, location and in-app context alongside voice and text
Omnichannel routing
Routes voice, chat, email, SMS and social through one queue model
Google CCAI integration
Connects natively to Dialogflow CX and Google speech and language models
Agent workspace
Single console showing customer context, history and active channel
Biometric and device authentication
Verifies callers using smartphone capabilities rather than knowledge questions
Co-browse
Lets agents view and guide a customer session on web or mobile
Outbound dialler
Adds outbound campaign calling as a per-seat add-on
Workforce management add-on
Provides scheduling and adherence as a priced module rather than a bundled feature
Real-time and historical reporting
Reports queue, agent and channel performance with configurable dashboards
Open APIs and SDKs
Embeds contact channels inside a customer web or mobile application
Answered, with sources
Questions people ask
Each answer names the page it came from, so you can check it rather than take our word for it.
Is UJET the same product as Google Cloud Contact Center AI Platform?
Effectively yes at the platform layer. Google resells UJET technology under its own brand, which is why Dialogflow integration is native rather than bolted on.
What does a realistic omnichannel seat cost?
Add the channel add-ons to the tier price. Pro at 99 USD plus chat, email, SMS and social at 10 USD each is 139 USD per seat per month before any AI or workforce management.
Does UJET include workforce management?
No. It is a separate add-on at 30 USD per user per month, so many buyers pair UJET with a dedicated WFM tool instead.
How large a contact centre does it suit?
It is realistic from roughly 50 seats upward, and most commonly deployed in the 100 to 600 seat range rather than at several-thousand-seat scale.
Keep looking
Where to go from UJET
- UJET alternativesEvery product people weigh against it
- UJET pricingPlans, floors and what the tiers exclude
- UJET badgesWhich rules it meets, and the figure behind each
- All Customer Support softwareThe full category
- Best Customer Support softwareThe shortlist, and how it was cut
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Softwr does not host reviews and shows no star rating for UJET, because a rating we did not collect is not ours to publish. What is here is the pricing and platform detail from the vendor’s own pages, limitations we could state concretely, and alternatives a reviewer confirmed people weigh against it. Tell us if any of it is wrong.
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