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Contact Center as a Service

Delight customers while lowering your costs with a turnkey, enterprise-grade, omnichannel contact center solution that is native to the cloud.

Formerly known as Contact Center AI Platform (CCAIP), the Contact Center as a Service (CCaaS) solution is built with Google Cloud’s foundational security, privacy, and AI innovation.

Benefits

Supercharging the customer and agent experience

Elevate CX and 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. AI-driven personalization and 24/7 availability boost customer satisfaction and loyalty.

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 Customer Engagement Suite building blocks. 

Reduce costs by improving operational efficiency

Platform simplification reduces agent training time. One system of record to action insights, makes agent productivity higher. Automation of routine tasks, streamlined workflows, and AI-powered insights reduce costs, improve productivity, and optimize resource allocation.

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) through WebRTC and PSTN, chat, SMS, email, and social for consistent, personalized customer experience across all devices.

Voice and web co-browsing capabilities enable employees to see what customers see on their screen during the interaction. This enables, so they can provide more effective service, lower abandonment rates, and help improve customer satisfaction and loyalty.

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 and visual IVR

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.

Provides customers with self-service through web or mobile interfaces. Functions just like an IVR or virtual agent would function, just using a visual interface.

Workforce and quality management

Native and third-party workforce management and quality management capabilities to support call and screen recording and agent coaching, agent scheduling, forecasting, adherence, and performance optimization.

Inbound and outbound voice, SMS, and chat

Ability to handle multiple channels simultaneously and pivot between channels during an interaction. This can be enabled from our embeddable Agent Adapter interface that allows service representatives to work out of your system of record (Example: CRM). Or enabled by a standalone agent desktop that provides a customizable layout, and integration with third-party data sources, and a system of record.

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Customers

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

Partners

Recommended partners

Extend the capabilities of Contact Center as a Service with selected partners.

Documentation

Explore common Contact Center as a Service use cases

Future-proof your business with a platform built to address your most complex challenges.

Guide on how to operate Google Cloud CCaaS.

Learn how to rapidly build and deploy virtual agents to handle the types of conversations required for your system.

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