In this expert Q&A, discover how the Onix + UJET alliance leverages Google Cloud to redefine customer engagement, drive efficiency, and deliver measurable business outcomes.

At Onix, we are driven by a singular vision: to be the most trusted cloud consulting partner to the world’s leading companies. Our mission is to propel enterprise value with cloud, data, AI, and search, delivering exceptional experiences and guaranteed outcomes.

Patrick Hess, Director of CX Consulting at Ujet

Rick Schonbrun, VP of Professional Services, Ujet

The recent acquisition of UJET’s Professional Services practice marks a pivotal moment, empowering us to redefine customer engagement. We’ve combined UJET’s cutting-edge AI-powered cloud contact center platform with Onix’s unparalleled expertise in data and AI.

This Q&A style blog delves into how this powerful alliance will transform customer experiences and drive significant business impact. As more organizations seek modern contact center AI solutions, Onix in partnership with UJET can deliver scalable innovation and measurable business outcomes.

1. How does Onix’s acquisition of UJET’s Professional Services and its Google Cloud expertise create a competitive edge in the contact center market?

   With the acquisition of UJET Professional Services, now known as Customer Engagement Suite (CES) and UJET Professional Services Practice, we see an unparalleled opportunity to take our customers beyond traditional cloud contact center modernizations. This powerful combination creates a competitive edge by offering the enablement of the entire Google Cloud portfolio. Our team’s extensive experience in developing and deploying Contact Center as a Service (CCaaS) merges seamlessly with Onix’s robust data, AI, and cloud capabilities.

   Together, we are paving the way for customers to evolve their technology, realizing value through AI-powered experiences and leveraging Google Cloud to achieve their business goals. This means everything is now connected; we’ve unified a world-class cloud contact center team with Onix’s comprehensive Google Cloud expertise to create one seamless customer service. Onix can now architect solutions that not only improve frontline customer interactions but also connect them to core business operations using Google’s powerful data, AI, and collaboration tools. This positions Onix as the turnkey provider for unlocking performance gains across a customer’s entire Google Cloud investment. In partnership with Google, Onix is building the next-generation customer engagement platform that unifies AI, cloud, and data to deliver seamless, personalized service across channels.

   As Rick Schorbuon, VP of Professional Services, states, “The combination of the deep Contact Center (CX) expertise from UJET Professional Services and Onix’s extensive AI capabilities and global reach creates a powerful market-leading team to help customers leverage the entirety of Google Cloud. The synergies between the two organizations create a win-win for customers and a rare instance where one plus one can equal three!”

2. How will Onix’s AI and data expertise improve the use of UJET’s AI-driven features like virtual agents, omnichannel support, and customer insights?

   This is achieved through Onix’s expertise in connecting data to business results and preparing customers for cloud-native and AI-enhanced data solutions. For our customers, this translates into capabilities like hyper-personalization through predictive AI, or optimizing virtual agents using Kingfisher, our synthetic data solution, to create secure, realistic data for testing and training models. This partnership ultimately boosts operational efficiency, bridging the gap between current business value and future growth potential driven by effective data and AI applications.

   Furthermore, for customers ready to advance their AI journey, our practice can develop intelligent AI solutions that significantly reduce costs and increase revenue within the cloud contact center environment.

   Rick Schonbrun emphasizes this by saying, “With the experiences learned from deploying tens of thousands of contact center agents, the Onix CCaaS Practice can deliver AI-driven CX to customers at all stages in their AI journey. For customers who are seeking greater operational efficiency, Onix CCaaS can build powerful virtual agents that can increase call deflection rates, reduce time-to-resolution rates, and automate repetitive tasks. For customers looking to take the next step in their AI journey, Onix CCaaS can build intelligent AI solutions that can be a force multiplier in driving cost reduction and revenue growth across the contact center.”

   Onix CCaaS delivers AI-driven CX and intelligent AI solutions, increasing efficiency, deflecting calls, reducing resolution times, automating tasks, and driving cost reduction and revenue growth. With this integration of data and AI, Onix is at the forefront of Contact Center AI, empowering its clients to unlock smarter interactions and deliver faster resolutions.

3. How does Onix’s expertise in value-driven cloud migration help businesses move to UJET’s cloud-native platform—especially from on-prem systems—while ensuring strong security and data privacy?

   We understand that a significant majority of contact centers globally still operate with on-premise technology. While the complexity of migrating to cloud-based AI systems can be a concern, these legacy systems were built with older technology that often has limited integration with modern technologies and a higher propensity for security risks. At Onix, we are experts in migrating and modernizing data, capable of doing so in half the time for twice the value.

   We also prioritize strong security and data privacy. UJET’s cloud-native CCaaS architecture is structured so that none of our customers’ data is retained within the platform itself. UJET integrates natively with leading CRM platforms and can even integrate with custom or homegrown CRMs and data solutions for unmatched data unification and security. This ensures that our customers’ CRMs remain the single source of truth, eliminating redundant data storage by natively reading and writing all customer data directly to the CRM or storage solution.

   This architecture allows customers to leverage data from their CRM to gain actionable insights while minimizing risk around sensitive data storage (PII) and compliance. Examples include identifying device information, using historical journey data to predict intent, making dynamic routing decisions, and contextualizing each interaction before an agent is involved. Our team is fully prepared to meet your security and data needs, with capabilities defined only by our collective ability to dream big.

   According to Rick Schonbrun, “The number one reason why more than 60% of global contact center agents are still operating with on-premises technology is because of the complexity in migrating to cloud-based AI systems. The Onix CCaaS Practice has developed a proprietary multi-phased process for the design, planning, and migration from legacy systems to AI-powered, cloud-based CCaaS solutions.”

4. How will Onix and UJET’s combined expertise deliver stronger, tailored solutions for industries like healthcare, finance, and retail, and what are some of the most powerful industry use cases?

   Onix and UJET’s combined expertise offers customers a comprehensive solution for all Google Cloud needs, including cloud contact center modernization, and solving complex industry challenges with data and AI to drive guaranteed outcomes. We deliver tailored solutions that meet each customer’s unique needs. Here are powerful examples across key industries:

   • Healthcare: We can modernize HIPAA-compliant contact centers with UJET’s or Google CCaaS solutions, overcoming legacy infrastructure limitations, improving patient care, and ensuring highly secure experiences. This includes identifying and mitigating security risks to protect the confidentiality, integrity, and availability of healthcare data. Onix’s overall healthcare solutions focus on providing highly secure patient experiences, enabling clinical decision-making, and accelerating research to advance patient outcomes.
   • Financial Services: We provide consistent, thoughtful service to clients by incorporating AI process automation for efficient claims processing or using biometric authentication. Our team also excels at building virtual agents to assist with tasks like replacing lost cards, setting travel alerts, checking balances, and even more complex actions such as opening new accounts or filing claims.
   • Retail: As a mobile-first platform, we engage customers through their preferred channels (mobile app, web, social, email, or voice). This enables businesses to reduce the cost per contact through contact center modernization or increase customer lifetime value with personalized recommendation engines. Onix’s retail and CPG solutions specifically aim to increase customer lifecycle value by 5-25% with personalized recommendation engines and reduce cost per contact by 10-20% through contact center modernization.
5. Onix has a long-standing strategic partnership with Google Cloud. UJET is deeply integrated with Google’s Customer Engagement AI Suite. What does this mean for the future of UJET, and how do we go to market together?

   The UJET Platform, a cornerstone of the Google Customer Engagement AI Suite, combined with Onix’s acquisition of the UJET Professional Services team, firmly establishes Onix as the global leader in delivering cloud contact center solutions. This powerful alliance signifies that Onix, UJET, and Google will operate as a unified force, bringing unparalleled technology, expertise, and resources to the market. This collaboration will drive the modernization of contact centers across all scales, ensuring businesses can accelerate into the future with data and AI.

With a rich history of over 20 years as a trusted Google Cloud partner and recognized as a 16X Google Cloud Partner of the Year, we are uniquely positioned to help businesses get the most out of their technology.At Onix, we are passionate about helping teams achieve more in the cloud. We are here to help you succeed, building confidence in our long-standing relationships with customers and partners. Get more out of the cloud with Onix and UJET.