Onix acquires UJET unit to boost AI customer solutions on Google Cloud

Onix has acquired the professional services business unit of UJET, a provider of cloud-native Contact Centre as a Service (CCaaS) software, in a move aimed at strengthening its position in delivering AI-driven customer engagement solutions via Google Cloud.

The acquisition brings together UJET's expertise in contact centre operations and Onix's portfolio of agentic AI solutions, offering greater support for enterprises seeking to modernise their customer engagement strategies. UJET's platform, constructed entirely on Google Cloud and tightly integrated with Google's Customer Engagement AI Suite (CES), is widely used by companies looking to improve customer experiences with generative AI.

Enhancing AI-enabled customer service

By integrating UJET's professional services team, Onix gains further competency in deploying Google Cloud's CES platform on a global scale. The combined skills and resources position Onix to address the needs of complex and high-volume contact centres across sectors such as telecommunications, finance, retail, and more than 10 other industries.

Onix said the acquisition supports its ability to offer enterprises intelligent applications designed to deliver higher return on investment (ROI), lower total cost of ownership (TCO) in customer service processes, and accelerate broader AI initiatives across customer engagement operations.

"Customer engagement is central to our vision, and this acquisition represents a strategic move toward greater scale, deeper specialization, and tighter alignment with Google Cloud," said Sanjay Singh, CEO of Onix. "We've been at the forefront of agentic AI driven customer service transformation. With the addition of UJET's exceptional services team, we're reinforcing our commitment to customer engagement suite h contact center excellence, which helps enterprises to enhance customer experience at a fraction of the current transaction costs."

The addition of UJET's services will make Onix the preferred implementation partner for UJET's CCaaS platform, expanding Onix's AI-driven solutions and enabling customers to modernise their contact centres with Google Cloud's technology stack, including solutions such as Google's Gemini models, Agentspace, and Agentic AI.

Focus on customer success

UJET's leadership commented on the rationale for the transaction as a means to meet market demand and stay focused on its software innovation roadmap, highlighting the importance of steady partnership for customer delivery.

"To meet the growing demand for our platform and stay focused on our software innovation roadmap, we're partnering with Onix to scale our professional services operations," said Vasili Triant, CEO of UJET. "Onix shares our deep commitment to customer success, and their proven expertise with CES makes them a preferred partner to deliver the high-quality implementations our customers rely on."

The move is expected to benefit customers seeking advanced contact centre functionality and efficiency improvements through the deployment of AI-powered solutions. Onix, recognised as the 2025 Google Cloud Partner of the Year in Data & Analytics and telecommunications industry solutions, has experience in deploying technologies such as virtual agents, agent assist, and conversational AI - which will now be complemented by the skills and specialisation brought by the UJET team.

Industry response

Dean Kontul, Division CIO Intelligent Automation at Key Bank, reflected on the impact of the acquisition on enterprises seeking to elevate their customer engagement frameworks.

"UJET has played a key role in advancing our vision for AI-powered customer engagement," said Dean Kontul. "We're excited to partner with Onix on the execution of that vision for a truly modernized customer experience. Its deep alignment with Google Cloud and now UJET will translate into tangible CX transformation and support our CX orchestration priorities as we further enhance our intelligent engagement model."

Industry commentators note that the union consolidates Onix's reach within cloud-native contact centre deployments at a time when many organisations are revisiting their technology strategies to leverage AI and cloud solutions for service transformation.

Will Fleder, Partner at Tailwind Capital, noted the relevance of the acquisition to Onix's strategy of augmenting its IP-led solutions by acquiring highly complementary expertise.

"Onix's MhA strategy is centered on acquiring highly strategic and complementary capabilities to our IP-led data and Agentic AI solutions, further embedding Onix deeper within its customers," said Will Fleder. "We are thrilled to welcome the UJET professional services team to Onix. This acquisition further expands Onix's capabilities with Google CES, enhancing our credentials in CCaaS and CCAI deployments. I could not think of a better acquisition for the business in this exciting phase of modernization within the largest contact centers in the world."