Google has launched a new CX platform which it says is an “out-of-box, end-to-end solution for the contact center”.
Google Cloud Contact Center AI Platform is an expansion of Google’s existing Contact Center AI (CCAI) technology.
Google said the new CCaaS offering tightly integrates AI and cloud scalability with customer relationship management software, to unify sales, marketing and support teams.
Yariv Adan, Director of Product Management, Cloud Conversational AI at Google Cloud, said: “Adding to our Contact Center AI capabilities, Contact Center AI Platform is purpose-built for customer relationship management, extending your ability to offer personalized customer experiences that are consistent across your brand, whether delivered through a virtual agent, a human agent, or a combination of both.
“It eliminates many long-running pain points, from managing data fragmentation to replacing rigid customer experience flows with more engaging, personalized, and flexible support.”
Google said that CCAI Platform is designed to offer a personalised customer experience delivered by virtual or human agents.
Key features that it highlighted include:
