• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer

My TechDecisions

  • Best of Tech Decisions
  • Topics
    • Video
    • Audio
    • Mobility
    • Unified Communications
    • IT Infrastructure
    • Network Security
    • Physical Security
    • Facility
    • Compliance
  • RFP Resources
  • Resources
  • Podcasts
  • Project of the Week
  • About Us
    SEARCH
IT Infrastructure, News, Unified Communications

Google Launches Google Cloud Contact Center AI Platform

Cloud Contact Center AI Platform features AI, cloud scalability, multi-experience capabilities and CRM integrations.

March 21, 2022 Zachary Comeau Leave a Comment

Google, AI, Google Security AI Workbench

Google is launching Google Cloud Contact Center AI Platform, an expansion of its Contact Center AI offering that the company says offers an out-of-box, end-to-end solution for the contact center and brings together AI, cloud scalability, multi-experience capabilities and CRM integrations.

According to Google, Contact Center AI Platform is purpose-built or customer relationship management and extends the ability to offer personalized customer experiences that are consistent across the organization’s brand, whether delivered via a virtual or human agent.

The company says the new offering can eliminate many historic pain points, including managing data fragmentation and rigid customer experience flows, to create more engaging, personalized and flexible customer support.

According to Google, with the new offering, Contact Center AI now allows customers to:

  • Orchestrate the customer journey by creating modern experiences that can be embedded in their chosen channels with mobile/web software developer kits (SDKs), compatible with iOS and Android;
  • Leverage CRM as a single source of insight into the customer experience, to unify content, increase personalization, and automate processing with CRM data unification;
  • Manage multiple channels without pivoting across voice, SMS, and chat support;
  • Predict customer needs and route calls appropriately with AI-driven routing, based on both historical CRM data and real-time interactions;
  • Automate scheduling, schedule adherence monitoring, and manage employee scheduling preferences with Workforce Optimization (WFO) integration;
  • Provide customers with self-service via web or mobile interfaces using Visual Interactive Voice Response (IVR).

The Google Contact Center AI Platform also allows other partners to integrate with Contact Center AI for a more seamless experiences operating the customer service center with a complete view of the customer in a single workspace that includes real-time AI, native agent call controls and real-time call transcription.

In a statement included in Google’s blog announcing the launch, Ryan Nichols, senior vice president and general manager of contact center for Salesforce, said customers are continually raising service expectations, with research suggesting 79% of consumers believe the customer experience is as important as products and services.

“Through intelligence, workflows, and a deeper understanding of the customer, Salesforce’s Service Cloud Voice paired with Google’s Contact Center AI will empower agents with a seamless experience to help them wow customers,” Nichols said.

If you enjoyed this article and want to receive more valuable industry content like this, click here to sign up for our digital newsletters!

Tagged With: Contact Center, Google

Related Content:

  • Cloud, SASE, Aryaka How the Cloud is Redefining Media Production and…
  • Singlewire Software mass notification interview Singlewire Software on Mass Notification Solutions
  • URI catchbox 1 Catchbox Plus: The Mic Solution That Finally Gave…
  • Engaging virtual meeting with diverse participants discussing creative ideas in a bright office space during daylight hours Diversified Survey: Workplace AV Tech is Falling Short,…

Free downloadable guide you may like:

  • Practical Design Guide for Office SpacesPractical Design Guide for Office Spaces

    Recent Gartner research shows that workers prefer to return to the office for in-person meetings for relevant milestones, as well as for face-to-face time with co-workers. When designing the office spaces — and meeting spaces in particular — enabling that connection between co-workers is crucial. But introducing the right collaboration technology in meeting spaces can […]

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Latest Downloads

Practical Design Guide for Office Spaces
Practical Design Guide for Office Spaces

Recent Gartner research shows that workers prefer to return to the office for in-person meetings for relevant milestones, as well as for face-to-fa...

New Camera Can Transform Your Live Production Workflow
New Camera System Can Transform Your Live Production Workflow

Sony's HXC-FZ90 studio camera system combines flexibility and exceptional image quality with entry-level pricing.

Creating Great User Experience and Ultimate Flexibility with Clickshare

Working and collaborating in any office environment today should be meaningful, as workers today go to office for very specific reasons. When desig...

View All Downloads

Would you like your latest project featured on TechDecisions as Project of the Week?

Apply Today!

More from Our Sister Publications

Get the latest news about AV integrators and Security installers from our sister publications:

Commercial IntegratorSecurity Sales

AV-iQ

Footer

TechDecisions

  • Home
  • Welcome to TechDecisions
  • Contact Us
  • Comment Guidelines
  • RSS Feeds
  • Twitter
  • Facebook
  • Linkedin

Free Technology Guides

FREE Downloadable resources from TechDecisions provide timely insight into the issues that IT, A/V, and Security end-users, managers, and decision makers are facing in commercial, corporate, education, institutional, and other vertical markets

View all Guides
TD Project of the Week

Get your latest project featured on TechDecisions Project of the Week. Submit your work once and it will be eligible for all upcoming weeks.

Enter Today!
Emerald Logo
ABOUTCAREERSAUTHORIZED SERVICE PROVIDERSYour Privacy ChoicesTERMS OF USEPRIVACY POLICY

© 2025 Emerald X, LLC. All rights reserved.