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.
Benefits
Supercharging the customer and agent experience
Elevate CX and increase CSAT
Elevate CX and increase CSAT
Modern 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 satisfaction
Achieve high agent satisfaction
Decrease 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 efficiency
Reduce costs by improving operational efficiency
Platform 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 features
Provides intelligent customer experience across channels and devices
Manage multiple channels, large volume of interactions, complexity of interactions and agent workforce challenges all in a single platform.
Multimodal, omnichannel customer experience
Web 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 Experiences
Provides 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 IVR
AI 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 management
Native 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, & Chat
Ability to handle multiple channels simultaneously and pivot between channels during an interaction.
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Customers
See how organizations are transforming their experiences for both their customers and their agents.
Partners
Recommended partners
Extend the capabilities of Contact Center AI Platform with selected partners.
Systems Integration Partners
Technology Partners
Documentation
Explore common use cases for Contact Center AI Platform
Future-proof your business with a platform built to address your most complex challenges.
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