October 3, 2022

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Google’s revamped Contact Center AI Platform provides tighter integration with CRMs

2 min read



Google Cloud said today it’s bundling its Contact Center AI suite of tools into a comprehensive, out-of-the-box offering that can be tightly integrated with the most popular customer relationship software platforms.

By doing so, Google said, customers will benefit from cloud scalability and the ability to unify their sales, marketing and support teams around a single source of truth across the entire customer journey.

The new Contact Center AI Platform has been custom built for native integration with CRMs, Yariv Adan, director of product management for CCAI, said in a blog post. By doing this, Adan said Google is extending businesses’ ability to offer more personalized experiences that remain consistent with their brand, whether that’s through a virtual agent or a human one.

“The Contact Center AI Platform eliminates many long-running pain points, from managing data fragmentation to replacing rigid customer experience flows with more engaging, personalized, and flexible support,” Adan said.

Google said the revamped Contact Center AI Platform will provide multiple benefits for companies. For instance, businesses that integrate Contact Center AI Platform with their CRM platforms will be better able to orchestrate customer journeys by creating a more consistent and modern customer service experience that can be embedded in every channel.

They’ll also be able to leverage their CRM as the single source of insight into customer experiences, increasing personalization and automating processing. Also, companies will have greater ability to predict customer needs and route calls appropriately, based on historical CRM data and real-time interactions, Google added.

Alongside today’s launch, Google said it’s expanding its partnership with Salesforce.com Inc., so customers will be able to integrate the Contact Center AI Platform with that company’s Voice Cloud Service. This will provide businesses with a more complete view of their customers in a single workspace, along with tools such as real-time AI intelligence, native agent call controls and real-time call transcription, Google said.

“Through intelligence, workflows and a deeper understanding of the customer, Salesforce’s Service Cloud Voice paired with Google’s contact center will empower agents with a seamless experience to help them wow customers,” said Ryan Nichols, senior vice president and general manager of Contact Center at Salesforce Service Cloud.

Google said its strategy of unifying Contact Center AI with CRMs has already made a big difference at early adopters, which include its smart device subsidiary Fitbit.

“Fitbit relies on Google Cloud and UJET to provide support to our customers with a mobile first approach,” said Cassandra Johnson, Google’s vice president of devices and customer care services. “This collaboration, combined with a strong Salesforce integration, has helped us modernize our entire customer support experience.”

Image: Google

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