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Contact Center as a Service (CCAI Platform)Delight customers while lowering your costs with a turnkey, enterprise-grade, omnichannel contact center solution that is native to the cloud.Formerly known as Contact Center AI Platform (CCAIP), this Contact Center as a Service (CCaaS) solution is built on Google Cloud’s foundational security, privacy, and AI innovation. Contact usVIDEOSee how Contact Center AI Platform works1:35BenefitsSupercharging the customer and agent experienceElevate CX and increase CSATModern digital and in-app experiences, eliminating channel switching between voice, digital, and AI-powered self-service. Fully supported engagement across apps, digital touchpoints with preserved context. AI-driven personalization and 24/7 availability boost customer satisfaction and loyalty. Achieve high agent satisfactionDecrease interaction volume with predictive AI driven routing. Agents are enabled with insights and can respond faster with automated responses using Contact Center AI building blocks. Reduce costs by improving operational efficiencyPlatform simplification reduces agent training time. One system of record to action insights, makes agent productivity higher. Automation of routine tasks, streamlined workflows, and AI-powered insights reduce costs, improve productivity, and optimize resource allocation. Key featuresProvides intelligent customer experience across channels and devicesManage multiple channels, large volume of interactions, complexity of interactions and agent workforce challenges all in a single platform.Multimodal, omnichannel customer experienceWeb and mobile SDKs (iOS and Android) embed the support experience across all channels (VoIP) via WebRTC and PSTN, chat, SMS, email, and social for consistent, personalized customer experience across all devices.Embeddable ExperiencesProvides the capabilities to not only embed voice and the digital channel suite into your app, but the entire customer journey - from visually navigating where they want to go, interacting with agents, sharing digital media, and making secure payments.AI-driven routing and visual IVRAI powered operations for contact deflection, predictive routing, agent productivity and operational efficiency. Reduce handle time by providing deep interaction context and turn-by-turn guidance on the conversation flow based on customer intent.Provides customers with self-service via Web or Mobile interfaces. Functions just like an IVR or Virtual Agent would function, just via a visual interface.Workforce and quality managementNative and third-party workforce management and quality management capabilities to support call and screen recording and agent coaching, agent scheduling, forecasting, adherence, and performance optimization.Inbound & Outbound Voice, SMS, & ChatAbility to handle multiple channels simultaneously and pivot between channels during an interaction.Ready to get started? Contact usCustomersSee how organizations are transforming their experiences for both their customers and their agents.Blog postSegra implements Google CCAI Platform3-min readVideoHow Gen Digital uses CCAI for their enterprise04:57VideoHow Loveholidays scaled with Contact Center AI04:02See all customersPartnersRecommended partnersExtend the capabilities of Contact Center AI Platform with selected partners.Expand allSystems Integration PartnersTechnology PartnersDocumentationExplore common use cases for Contact Center AI PlatformFuture-proof your business with a platform built to address your most complex challenges.Google Cloud BasicsCCAI Platform basicsGuide on how to operate CCAI Platform.Learn moreGoogle Cloud BasicsBuild virtual agents with Dialogflow CX prebuilt agentsLearn how to rapidly build and deploy advanced virtual agents using prebuilt agents for various use cases in healthcare, retail, travel, and more industries.Learn moreNot seeing what you’re looking for?View documentationFor more information on the availability of certain Cloud AI services, see our current Service Level Agreements.Take the next stepTell us what you’re solving for. A Google Cloud expert will help you find the best solution.Contact salesStart using Google CloudGo to consoleContinue browsingSee all productsExplore the MarketplaceFind solutionsGoogle Accountjamzith nmajamzithnma0@gmail.com |
