Google is releasing an “extension” of Contact Center AI that adds additional customer relationship management platform integration functionality.
This aligns with Google’s aim to consolidate its multiple contact center AI services across Google Cloud. The Contact Center AI Platform appears to be a follow-up to Amazon Web Services (AWS) Contact Center Intelligence products released two years ago.
Contact Center Intelligence solutions, like Contact Center AI Platform, will allow enterprises to combine their contact centers with third-party vendors’ analytics, AI, self-service, customer management, and agent help technologies.
Read More: Venturebeat