Google will soon add the first applications to a new marketplace explicitly built for its CCaaS solution: the Google Contact Center AI Platform.
Despite only launching late last year, several organizations are already working with Google to deploy the cloud contact center.
These include Fitbit, OneUnited Bank, and Segra, with the latter implementing the CCaaS platform across 90 facilities.
Segra noted several of the platform’s native functionalities as fundamental in its decision to work with Google. These included its intuitive UI, agent workspace, and IVR call management capabilities.
Yet, to win more business, Google must establish additional tight integrations with various enterprise solutions - such as CRM, UCaaS, and ERP platforms.
Close ties with specialist platforms for WFM, QA, and reporting are also necessary for the many enterprises that like to mix and match solutions from best-of-breed contact center vendors.
Recognizing this, Google will hope to attract an array of vendors into its marketplace, with some familiar names already securing their places.
The First Additions to Its Contact Center Marketplace
While Google hasn’t yet made a formal announcement regarding its marketplace, many providers have let their inclusion slip.
First is TTEC, which launched an Optics for Google CCAI Platform. The solution aims to unify contact center data and spotlight trends.
Sharing more, Dave Seybold, CEO of TTEC Digital, stated:
Optics for Google CCAI Platform empowers brands to drive key metrics and make better-informed decisions by making it easy to access and share their data.
The solution also aims to push insights across the business through various other integrations and pre-built Looker dashboards, reports, and contact center metrics.
Verint also announced its spot in the marketplace, launching an integration with its workforce engagement (WEM) portfolio.
As a result, Google’s CCaaS customers may leverage its automated forecasting, scheduling, and QA solutions – alongside orchestration, routing, and compliance tools.
Excited to make the announcement, John Bourne, SVP of Global Channels and Strategic Alliances at Verint, stated: