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Contact Center AI (CCAI) Platform

Delight your customers while lowering your costs with a turnkey omnichannel contact center native to the cloud.

A Contact Center as a Service (CCaaS) solution that offers security and privacy, along with unified data.

Benefits

Supercharging the customer and agent experience

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.

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

Platform simplification enables reduction in agent training time, turning agents from a cost center to revenue generators faster. One system of record to action insights, makes agent productivity higher.

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, and SMS for consistent 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

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.

Visual IVR

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.

Inbound & Outbound Voice, SMS, & Chat

Ability to handle multiple channels simultaneously and pivot between channels during an interaction.


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Customers

Customer call centers seeing an accelerated digital transformation

See how organizations are transforming their experiences for both their customers and their agents.

Partners

Extend the capabilities of Contact Center AI Platform with selected 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.

Google Cloud Basics
CCAI Platform basics

Guide on how to operate CCAI Platform.

Google Cloud Basics
Build virtual agents with Dialogflow CX prebuilt agents

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