Case Study: Brex achieves 95% of inbound calls answered under 30 seconds with UJET Voice

Brex and UJET prove that innovation is possible in traditional industries

Brex, a fintech startup founded by Henrique Dubugras and Pedro Franceschi, outgrew its basic voice support plan and needed a scalable contact center solution. The previous system lacked queue monitoring, actionable data, and CRM-agnostic tools, leaving support associates without the context and routing needed to meet service level agreements.

Brex implemented UJET Voice to import customer data into agent workflows, enable intelligent call routing, provide real-time reporting and notifications, and improve queue visibility. UJET helped Brex cut average wait times to 12 seconds (longest 24 seconds), achieve 95% of inbound calls answered within its 30-second goal, expand support hours, and build a scalable framework for future 24/7 coverage and a mobile app integration using the UJET SDK.

Brex

Lucas Parelius

Head of Customer Experience