Google today introduced the Google Cloud Contact Center AI platform, an extension of Contact Center AI that provides an out-of-the-box, end-to-end solution for the contact center.
Google Cloud Contact Center AI brings together artificial intelligence, cloud scalability, multi-experience capabilities, and tight integration with CRM platforms. This allows sales, marketing and service teams to collaborate data-driven across the entire customer journey.
The enhancements include capabilities to orchestrate the customer journey with software developer kits (SDKs) for mobile applications, among others, compatible with iOS and Android; new functionality with which personalization can be achieved; simplified channel management; AI-driven contact routing based on both historical CRM data and real-time interactions; integrated Workforce Optimization (WFO) and visual interactive voice response.
Contact Center AI from Google can also easily integrate with Service Cloud Voice from Salesforce. Google has also partnered with UJET, a provider of cloud contact center solutions. Integration partners delivering Google contact center solutions include Accenture, CDW, Cognizant, Deloitte, HCL, IBM, Infosys, Quantiphi, Tata Consultancy Services (TCS), and Wipro.
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