UJET

UJET expands global reach with Telnyx

UJET, a leading contact center platform, is committed to delivering exceptional customer experiences across the globe. When UJET decided to expand to Canada—a region with stringent data residency laws—they turned to Telnyx for support.

What started as a foot in the door to service in Canada grew into a close-knit partnership. To meet the complex needs of its global clientele, UJET relies on Telnyx's TeXML Voice API and WebRTC Android and iOS mobile SDKs. These technologies provide two-way voice communication from a custom-built smartphone VoIP application. They enable UJET to offer seamless voice communication, enhanced call recording capabilities, and real-time media streaming to multiple endpoints. All of these capabilities are essential for providing a resilient and feature-rich contact center platform.

Through this strategic collaboration, UJET has been able to navigate new markets, comply with regional data regulations, and maintain a competitive edge by offering innovative and reliable solutions to their customers.

Expanding into new markets with a trusted expert

Expanding into new regions comes with its own set of challenges, particularly when it involves navigating complex data residency requirements. Entering the Canadian market required UJET to find a provider that could ensure compliance with these laws while offering the high level of service their customers expect. Telnyx provided a key advantage here with its unique ability to offer data residency without leaving Canadian borders—something few providers can match.

Telnyx’s direct network interconnection in Canada allowed UJET to deploy a fully compliant data center solution within the country. By anchoring data in Canada and preventing any traffic from exiting the region, Telnyx ensured that UJET could meet local data residency regulations while maintaining privacy and security. This capability is enabled through an interface so users can opt-out of allowing any data to leave the area—an industry-first capability.

Telnyx also provided a full fiber network interconnection in Toronto and Montreal. These two diverse locations keep all data traffic private, secure, and confined within Canadian borders. This direct interconnection means UJET can guarantee compliance and maintain low-latency, and high-quality service for their customers, all the while benefiting from a resilient network architecture that ensures privacy from end to end.

Collaborative problem-solving

In addition to compliance with Canadian regulations, UJET needed a partner who could support specific features such as call recording and media streaming.

UJET uses the TeXML Voice API to seamlessly implement call routing logic, bidirectional websocket media streaming, call recording and SIPREC using an XML-based voice interpreter language. They can use this technology without having to compromise on regulatory compliance factors like data residency. It also allows them to maintain low latency, high-quality phone calls. With features like bidirectional Websocket media streaming, Telnyx supports native RTP in both directions using audio codecs like G.722, PCMU, and PCMA.

These feature enhancements included expanding the number of Websocket streaming sessions from two to four per call—a critical enhancement for UJET's contact center solutions. As Bullock noted, “Out of the box, Telnyx supported two streams. We needed four streams to send to different tools that we use, like recording or virtual agents. Telnyx partnered with us and expanded the number of streams they could push at one time.”

Another key requirement for UJET was the implementation of SIPREC for recording. UJET leverages call recording in two variations to provide support for a variety of customers and their environments, including the Telnyx call recording API command and Telnyx’s SIPREC API for more legacy SBC implementations. Bullock highlighted the importance of this feature:

“SIPREC allows you to send a SIP stream to a recording system. It’s a critical feature for large enterprises that have quality management systems. Telnyx worked with us to add SIPREC as a feature to provide parity and the expected functionality that our customers desire. That was a critical piece that Telnyx unlocked for us.”

Making the switch to Telnyx

UJET ultimately chose Telnyx for the ability to fill gaps in regional coverage and ensure redundancy and resilience. The decision was further cemented by Telnyx’s ability to provide reliable solutions that enabled UJET to make a smooth switch from their previous providers. As Dave Bullock, CTO of UJET, explained, “Telnyx has structured their API in a way that makes it very easy to move from other similar providers in the space.”

Telnyx’s commitment to following through on promises also set it apart from other options. Unlike competitors that pledge new features without delivering, Telnyx has been collaborative and followed through. This reliability has made Telnyx an invaluable partner to UJET, ensuring their platform remains robust and competitive.

Looking ahead

Both UJET and Telnyx are eager to continue innovating. UJET is planning to expand into more channels and further integrate Telnyx’s solutions to enhance their service offerings.

More than just a service provider, Telnyx has been a partner in growth and innovation for UJET. From unlocking new regions to enhancing platform features, Telnyx has played a crucial role in UJET's expansion efforts. As UJET continues to grow, Telnyx remains a trusted partner, helping them deliver exceptional customer experiences around the world.