UJET & Google Cloud Target SMBs with Agentic AI in New Channel Push

SAN FRANCISCO, CA – April 13, 2026 – In a move set to ripple across the technology sector, UJET and Google Cloud today announced a major strategic partnership aimed at delivering enterprise-grade artificial intelligence to the often-underserved small-to-medium business (SMB) and midmarket sectors. The new initiative, named Google Cloud CCaaS by UJET, leverages the distribution power of Technology Solutions Distributor (TSD) AVANT to bring sophisticated AI tools, including the full Gemini Enterprise for Customer Experience suite, to smaller companies without the need for large enterprise contracts or significant cloud spending commitments.

This channel-led sales motion represents a significant bet that the next wave of AI adoption will be driven by making complex technology accessible and manageable for businesses of all sizes. By packaging Google Cloud’s powerful contact center and AI solutions as a managed service through UJET, the partnership aims to level the competitive playing field, allowing smaller firms to deploy the same caliber of customer experience technology once reserved for global corporations.

"This launch represents a significant expansion of our long-standing relationship with Google Cloud," stated Vasili Triant, CEO of UJET, in the official announcement. "This motion allows small business and midmarket organizations to easily purchase and adopt the same powerful AI tools used today by the largest global enterprises."

Beyond Automation: The Rise of 'Agentic AI'

At the heart of this new offering is the concept of 'agentic AI,' a significant leap beyond the chatbots and simple automation tools that have become commonplace. Unlike traditional AI that follows rigid, predefined scripts, agentic AI systems are designed to reason, plan, and act autonomously to achieve complex goals. They function less like a script and more like a self-directed digital employee.

In a customer service context, this means an AI can do more than just answer a question. It can understand a customer's multi-step problem—such as a request to change a flight and book a new hotel—and then orchestrate the entire process across different systems without human intervention. This is the promise of solutions like Google's Gemini Enterprise for CX, which is central to the new offering. It includes the Google CX Agent Studio, a low-code builder for creating these AI agents, and Google Agent Assist, which acts as an AI co-pilot for human agents by providing real-time coaching, transcription, and post-call summaries.

"Our goal is to make every business agentic and every customer experience streamlined," said Darshan Kantak, VP of Applied AI at Google Cloud. This vision points to a future where AI handles not just rote tasks but entire customer journeys, freeing human agents to focus on the most complex and emotionally nuanced interactions.

Leveling the Competitive Playing Field

The Contact Center as a Service (CCaaS) market for small and mid-sized businesses is a fiercely competitive arena. Companies like Talkdesk, Five9, and RingCentral have been aggressively pushing their own AI-powered solutions, each vying to offer the most intelligent, automated, and easy-to-use platform. Talkdesk has focused on its 'Autopilot' for autonomous resolution, while Five9 has heavily invested in its 'Genius AI Platform.'

The entry of a heavyweight like Google Cloud, packaged and delivered by specialists like UJET and AVANT, fundamentally alters this landscape. The partnership directly addresses a major historical barrier for SMBs: access. By removing the need for large enterprise agreements, it democratizes access to cutting-edge technology that can dramatically improve efficiency and customer satisfaction. The ability for smaller companies to deploy sophisticated virtual agents, predictive routing, and AI-driven analytics could significantly close the customer experience gap between them and their larger competitors.

This initiative also provides flexibility. Partners can offer standalone solutions, such as AI-powered analytics or agent assistance, to companies not yet ready to replace their entire contact center stack. This 'over-the-top' approach allows businesses to adopt AI incrementally, proving its value before committing to a full platform migration.

The Channel as a Critical Conduit for AI

Perhaps the most strategic element of the announcement is not just the technology itself, but how it is being brought to market. The exclusive reliance on AVANT’s global network of 'Trusted Advisors' underscores a critical reality: selling and implementing advanced AI is not a simple transaction. SMBs and midmarket companies often lack the large IT departments needed to navigate the complexities of AI integration.

Trusted Advisors act as expert consultants, helping businesses assess their needs, choose the right solutions, and manage deployment. "A hyperscaler entering the TSD channel is a turning point for CX," noted Andrew Pryfogle, Head of CX/AI at AVANT. "By bringing Google Cloud's AI-powered platform into the channel exclusively through AVANT, organizations gain both a stable, scalable foundation for innovation and the guidance of a Trusted Advisor to navigate it."

This move is also indicative of a broader strategic shift for Google Cloud. Historically reliant on a direct sales force, the hyperscaler has been making a concerted effort to empower its channel partners, recognizing them as essential for penetrating deeper into markets like the SMB segment. This partnership is a prime example of Google leaning on its ecosystem to translate AI procurement into real-world deployment and value, a strategy supported by its recent moves to revamp its partner program and increase funding for partner-led AI initiatives.

While the promise is significant, the path to widespread adoption has its challenges. Businesses will need to overcome budget constraints, manage the organizational change that comes with automation, and build trust in AI systems handling critical customer interactions. The partnership attempts to preemptively address these hurdles by bundling the technology with 'white-glove customer success managers and technical support.' Ultimately, the success of this ambitious venture will depend on the ability of UJET and AVANT’s network to not just sell a product, but to successfully guide thousands of businesses into the new era of agentic AI.