The year 2025 has been pivotal when it comes to Onix’s ongoing commitment to delivering world-class customer experiences (CX) using AI and cloud native technology. With our recent acquisition of UJET’s professional services, Onix is positioned as a complete end-to-end Google Cloud AI partner, accelerating time to value for our clients by enabling Google’s Customer Engagement Suite (CES).
This merger also combines the power of Onix’s AI and data expertise with UJET’s customer engagement suite. This provides us with the expertise to deliver mobile-first, omnichannel CX solutions to our customers in the near future.
Driving quantifiable business impact
As an enabler for contact center AI solutions, Onix is focused on addressing complex challenges, such as rising operational costs, high agent turnover, and high average handling time (AHT). Through Contact Center as a Service (CCaaS) and CES services like conversational agents, agent assist, and conversational insights, Onix has delivered exceptional business results across industries.
Here are a few of the positives:
- Improved efficiency and cost savings
By investing in Onix’s solutions, a leading name in the telecom domain improved its delivery by 50%, while reducing its costs by 30%. Furthermore, the company increased its first contact resolution (FCR) by 34% after modernizing its contact center operations. Another global enterprise saved over $5.5 million in its first year, thanks to its adoption of digital self-service solutions and reduction in customer repeat calls. - Boost in issue resolution rates
Among the customer successes, a major technology company improved its first call resolution (FCR) percentage by 52%, using Onix’s intelligent voice and chat interface for customer support calls. Another company increased its FCR by 44% with a Generative AI-powered agent solution. The company also accelerated the onboarding of new use cases by 42%. - Improved customer and agent experience
In other instances, a leading retail company invested in Onix solutions and reduced the volume of its support tickets by 33%. It also reduced its average call resolution time by 25%. Other retail customers have also improved their customer satisfaction (CSAT) scores by 36%
- Improved crisis management and operational insights
In emergency and rapid response situations, a major corporation deployed Onix’s conversational insights to train a topic model in just 24 hours. With these insights, the company improved the quality and efficiency of incident-related responses to customers.
In the financial domain, Onix’s solutions have benefited from a:
- 10% reduction in total operating costs
- 15% drop in call volumes
- 50% boost in digital engagement
How Onix is enabling contact center modernization
Onix’s expertise and services extend to the entire spectrum of contact center modernization, thus ensuring that our partners can scale and migrate within any cloud-native environment.
Here’s a gist of Onix’s services that cover every aspect of customer experiences – from strategy to execution:
- CX consultancy services – Providing strategic consultation on cloud migration, application integration, and future states.
- Implementation consultancy and telephony engineering – Managing the technical execution, along with system configuration, integrations, and user acceptance testing.
- Conversational and Generative AI skills – Leveraging these technologies to design and develop customized AI solutions to transform customer interactions.
- Technical advisory – Providing specialized guidance on system design, thus ensuring an optimal foundational architecture.
Conclusion
Modern enterprises need a methodological approach to ensure successful customer engagement. Onix’s contact center AI solutions are based on:
- Extensive preparation to minimize business disruption.
- A phased approach to AI deployment.
- Prioritized, impact-based execution that focuses on quick wins.
The year 2025 was just the beginning of Onix’s progress in delivering frictionless customer experiences by leveraging its cloud and mobile-native capabilities. Going ahead, Onix is committed to continuing the path of faster innovation for customer engagement, with its expertise in CCaaS and CES technologies.
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