Just recently announced, Onix has acquired the professional services unit of UJET, a cloud-native Contact Center as a Service (CCaaS) provider. This strategic acquisition substantially strengthens Onix’s capabilities within the customer engagement landscape. Onix’s objective is clear: to deliver next-generation, AI-driven customer engagement solutions and to modernize enterprise contact centers. In this blog, we’ll discuss exactly what this move means for Onix customers and the exciting new possibilities it unlocks.

What is Google CCaaS?

UJET’s cloud-native Cloud Contact Center (CCaaS) platform streamlines operations by enhancing customer service and support using a variety of channels, including voice, chat, email, and social media. It is built entirely on Google Cloud and integrated within Google’s Customer Engagement AI Suite (CES). Some key capabilities include:

• Intelligent omnichannel: Deliver exceptional customer support by blending voice and SMS messaging to gather information and context for the agent before the conversation begins.
• Mobile & multimodal CX: Embed UJET into your mobile app to provide seamless experiences for customers across channels. Allow customers to share photos, videos, screenshots, and text directly with agents in real-time to help agents see from the customer’s perspective and resolve issues faster.
• Virtual agent: Modernize your CX with AI-powered virtual agents.
• Agent assist: Turn your agents into AI-powered super agents with real-time assistance.
• Integrations: UJET integrates natively with leading CRM platforms, unifying customer data and leveraging it for best-outcome routing.

Here are some compelling use cases for the platform:

• High volume call center: Enables high-volume contact centers to scale operations, minimize downtime, and enhance both customer and agent experiences. All while maintaining security, compliance, and performance.
• Digital customer contact center: Helps digital customer service centers expand into new messaging channels, resolve issues faster, provide mobile-first experiences, reduce operational costs, and improve agent satisfaction.
• Customer engagement Center: Allows customer engagement centers to deliver a cohesive, responsive customer journey across channels while improving agent performance, reducing churn, and streamlining operations. This involves seamless integration with other business platforms and AI-driven support.
• Agile contact center: For customer service teams needing a cost-effective CCaaS platform, UJET enables them to manage and configure the system independently, adapt to new channels, and evolve with changing business needs.
• Global contact center: Supports a distributed customer base across regions and time zones while maintaining security, compliance, and call quality.

Use cases by industry

Providing enhanced customer engagement solutions 

The acquisition of UJET’s professional services unit brings several key benefits to Onix customers:

• Accelerated innovation: Drive faster time-to-value with AI-powered CX solutions and CX consulting that delivers customized roadmaps—reducing transformation risk and aligning technology investments with strategic business objectives.
• Deeper expertise: Customers gain access to a combined team with unmatched experience in CCaaS and Contact Center AI.
• Smarter operations: Omnichannel customer experience: Embed customer service AI inside mobile apps, chat platforms, analytics and enable outcomes of key KPIs.
• Future-ready platforms: Leverage the best of Google Cloud’s CES, UJET’s cloud-native capabilities, and Onix’s own Agentic AI solutions and Agentspace.
• Single partner: Onix serves as a one-stop partner for data modernization, AI, CES, CCaaS, and retain deep integration with UJET & Google Cloud solutions teams with early access.

This strategic move allows Onix to significantly scale its delivery model and provide end-to-end transformation on Google Cloud’s CES platform. The UJET team’s expertise will play a vital role in expanding Onix’s capabilities and deepening its leadership in AI-powered customer engagement. Ultimately, the goal is to help enterprises enhance customer experience at a fraction of the current transaction costs.

Learn more about our Customer Engagement Suite capabilities.