UJET Acquires Spiral to Deepen AI Capabilities

UJET has announced its acquisition of Spiral.

Spiral is a conversational analytics and AI company focused on customer feedback and interaction intelligence.

The deal expands UJET’s AI capabilities within its CCaaS platform and introduces Spiral by UJET as a standalone offering that analyses customer conversations and provides predictive insights across channels.

Vasili Triant, CEO of UJET, said, “UJET’s acquisition of Spiral will provide businesses with a unified view of all customer conversations for more proactive, personalized service.

Gone are the days of blind spots. Leaders will now have full visibility into business, product, and service problems to improve issues before escalation.”

Many organizations still struggle to extract insight from customer interactions. Although large enterprises may handle around 300,000 monthly support conversations, only a small percentage of issues are manually identified, contributing to avoidable churn.

Spiral’s technology analyses conversations across voice, chat, email, surveys, and social media, using AI to detect and quantify detailed customer issues.

Its interface allows teams to search this data in natural language and identify emerging trends before they affect customers.

Once integrated into UJET’s platform, Spiral’s analytics provide broader context for automated and assisted interactions, creating a continuous improvement loop between customer communication, insight, and action.

“We built Spiral to take millions of customer conversations and turn them into clear, actionable insight,” said Elena Zhizhimontova, Founder and CEO of Spiral. “By combining Spiral’s AI with UJET’s cutting-edge CCaaS platform for modern-day customer service, Spiral by UJET will continue as the focused product our customers rely on, now with a more CX-driven roadmap and deeper integrations.

Together we can shine a brighter light on customer issues for more organizations worldwide, giving brands the clarity they need to spot issues sooner, address problems faster, and create better products, services, and experiences over the long term.”

The acquisition was completed for an undisclosed amount. Spiral will operate as Spiral by UJET, continuing to support existing customers while integrating more deeply into UJET’s AI ecosystem.

For more information about UJET - visit the UJET Website

About UJET

UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey