Contact Center AI Platform (CCAI Platform) is an AI-driven Contact Center as a Service platform that is built natively on Google Cloud and uses the other Gemini Enterprise for Customer Experience products at its core. CCAI Platform is purpose-built to work alongside CRMs. It provides organizations with a single source of truth for their customer journeys. CCAI Platform is a unified contact center platform that accelerates the organization's ability to leverage and deploy Gemini Enterprise for CX without relying on multiple technology providers.
CCAI Platform is a full-stack contact center platform for queuing and routing customer interactions across voice and digital channels. It provides easy routing of customer interactions to the appropriate resource pools. It uses the contact center AI building blocks to allow a seamless transition to human agents.
CCAI Platform also enables reporting on contact center agent performance and customer satisfaction.
CCAI Platform does the following:
Provides organizations with modern, embeddable APIs that are optimized for the smartphone era.
Delivers AI-based omni-channel routing, intelligent Virtual Agent, Agent Assist, and Insights capabilities that enables organizations to streamline customer experiences.
Provides smart device capabilities like photo and video sharing, channel blending, and convenient, on-device authentication.
Reduces complexity and dependencies.
Improves speed of deployment.
Locations
For a list of countries and Google Cloud regions where CCAI Platform is available, please see the locations page.