The new platform is said to combine the benefits of AI, multi-experience capabilities, cloud scalability, and tight integration with CRM platforms
Google launches Google Cloud Contact Center AI Platform. (Credit: Outreach Pete/Wikimedia Commons)
Google is launching Google Cloud Contact Center AI Platform, an expansion to Contact Center AI that is said to provide end-to-end solutions for contact centres.
The new platform brings together the benefits of artificial intelligence (AI), multi-experience capabilities, cloud scalability, and tight integration with customer relationship management (CRM) platforms, said Google. This will help in unifying marketing, sales, and support teams around data across the journey of customers.
The cloud native platform is designed to support multichannel communications taking place between customers and agents.
According to Google Cloud conversational AI product management director Yariv Adan, the new Contact Center AI Platform is built on purpose for customer relationship management.
The platform is said to extend customers’ ability to provide customer experiences that are customised and consistent throughout their brands irrespective of being delivered via a virtual agent, a human agent, or a mix of both.
Google claimed that the platform removes several long-running pain points ranging from handling fragmentation of data to replacing customer experience flows that are rigid with more engaging, customised, and flexible support.
Adan, in the company blog, wrote: “The addition of Contact Center AI Platform provides your partners the ability to integrate with Contact Center AI, so you can enjoy a more seamless experience operating your customer service centre, with a complete view of the customer in a single workspace that includes real-time AI intelligence, native agent call controls, and real-time call transcription.”
Google’s new Contact Center AI Platform is supported by integration partners such as Accenture, Cognizant, IBM, Deloitte, CDW, HCL, Infosys, Tata Consultancy Services, Quantiphi, and Wipro.
Google has also announced a partnership with UJET, a Contact Centre as a Service (CCaaS) provider. The internet major said that UJET’s secure user-centric design, scalability, and mobile-focused solution is a natural fit into its contact centre vision.