Spiral by UJET Wins Best Analytics and Insight Platform at the CX Awards 2026

UJET has been named the winner of Best Analytics and Insight Platform at the CX Today CX Awards 2026. The award recognizes Spiral by UJET, our conversational analytics platform that reads 100% of customer conversations and turns them into insights teams can act on.

This year UJET was a finalist in two categories:

• Best CX Solution (Small-Medium)
• Best Analytics and Insight Platform (Winner)

The CX Awards are judged blind by an independent panel of enterprise leaders and industry analysts, who look for evidence of real-world ROI rather than roadmaps. Winning on that standard matters to us, because it is the same standard our customers hold us to.

Why Spiral stood out

Most contact centers analyze a small sample of their conversations and miss the rest. Spiral was built to close that gap. It ingests every conversation across voice, chat, email and messaging, builds a taxonomy specific to each customer's business, and surfaces the product, service and operational issues behind contact volume. Leaders can then ask questions in plain language and get answers, dashboards and reports in minutes instead of waiting on an analyst queue.

Seeing every conversation is also where action starts. Spiral is the intelligence layer behind UJET's Agentic Experience Orchestration (AXO), which is available now, with UJET onboarding customers.

A year of milestones for Spiral

The Spiral product and engineering team shipped updates nearly every week in 2026. These are the releases that changed the most for customers.

Interactive AI dashboards

Spiral now builds custom dashboards from a prompt. Users describe what they need, such as a handle time dashboard, a holiday staffing forecast or a QA scorecard, and Spiral generates it with key findings, charts and its methodology. Users can attach their own files (CSVs, PDFs, decks and docs) for context, then "Remix" any dashboard to add widgets, filters or clickable drill-downs without starting over. Later releases added grouping by any metadata field, read-only sharing with guests, and filters and date pickers that trusted viewers can use on shared dashboards.

Role-based access and data governance

Enterprise teams can now roll Spiral out to everyone without exposing data to the wrong people. Admins manage, invite and bulk-import members, set exactly which data each person can see (new members start with no access), and menus and actions follow each member's role. Dashboard owners approve what a shared dashboard exposes, admins can feature dashboards for the whole organization, and ownership can be handed off when people change roles. Microsoft Entra ID sign-in and optional two-factor sign-in round out the security updates.

Quality management

Spiral scores human and virtual agents across every conversation and identifies top performers and coaching needs. Managers can drill into any agent's strengths, gaps and sample conversations, and Spiral can generate interactive training courses from real conversations, assign them, and track completion and post-training performance. The latest release adds QA Review and Annotate pages with AI highlights and per-turn notes, a QA "Today" page, and Agent Coaching and Agent Quality Map dashboards.

AI reports and alerts

AI Reports now run on daily, weekly or monthly schedules, combine several channels in one report, and show how each report was produced. Any agent chat can become a scheduled report in one click. New AI Alerts watch for the conditions that matter, preview against a 30-day backtest, and notify teams by email or Slack when an alert fires or clears.

Deeper conversation insight

A new sentiment arc shows how customer mood changes from the start of a conversation to the end, scored on a -2 to +2 scale, with recovery and deterioration rates as dashboard KPIs. Users can play call recordings and UJET screen recordings directly in the conversation view, and improved speaker identification makes call transcripts more accurate.

A faster, refreshed experience

Spiral has a redesigned interface, faster dashboards and AI agent, and now works on phones and tablets. Org-wide Agent Knowledge settings let admins give every AI agent the same instructions and reference files, and AI processing for European accounts now runs in Europe.

Check out the full year in review here!

Thank YOU!

This award belongs to the whole UJET team. Thank you to everyone in product, engineering, sales, solutions consulting, customer success, support and marketing who brought Spiral to our customers this year. A special congratulations to the Spiral product and engineering team, whose weekly releases are the reason Spiral earned this recognition.

Most of all, thank you to our customers and partners. Your feedback shaped every release on this list.

See Spiral for yourself. Explore the interactive demos

FAQ

What is being announced?

UJET won Best Analytics and Insight Platform at the CX Today CX Awards 2026 for Spiral by UJET, its conversational analytics platform. UJET was also a finalist for Best CX Solution (Small-Medium). Winners were announced on November 3, 2026.

What are the CX Awards?

The CX Awards are CX Today's annual program recognizing customer experience technology and the teams behind it. The 2026 program covers 25 categories, and entries are judged blind by an independent panel of enterprise leaders and industry analysts. Learn more at awards.cxtoday.com.

Why does this award matter?

The judges look for evidence of real-world results rather than feature lists or roadmaps. For customers evaluating conversational analytics, the win is independent validation that Spiral delivers measurable value in production.

Why did UJET win?

Spiral analyzes 100% of customer conversations across every channel, builds a taxonomy specific to each business, and lets anyone ask questions in plain language to get dashboards, reports and alerts. In 2026 the team added AI-built interactive dashboards, role-based access controls, quality management, scheduled AI reports and AI alerts.

What is Spiral by UJET?

Spiral by UJET is a conversational analytics platform. It ingests every customer conversation, finds the issues behind contact volume and customer effort, and gives teams the dashboards, reports, quality scores and alerts to act on them.

Do I need to use UJET's contact center platform to use Spiral?

No. Spiral works with UJET and with other contact center and CRM platforms.

How can I see Spiral?

Try the interactive demos, no sales call needed.