Google has extended its partnership with TTEC, a prominent customer experience BPO.
In total, Google's cloud infrastructure supports 50,000 of TTEC's customer service agents.
Now, it has moved "a few thousand agents" across to the Google Customer Engagement Suite, while supporting several other platforms.
TTEC has also built an agentic solution for the augmentation of its human associates with Google, which is in use by thousands of agents today.
The ‘Let Me Know’ feature acts as a knowledge base that leverages Gemini and RAG to improve the accessibility of FAQ information for contact center agents, both human and AI.
Since its implementation, TTEC has achieved 60 percent self-service containment, up to $65 cost savings per agent, and an enhanced, "empathetic" customer experience.
Rob Dravenstott, SVP & CIO at TTEC, also revealed that 90 percent of users leverage the Let Me Know application on every call.
TTEC - also a "preferred launch partner of Google’s new Agentspace solution - has over 100 certified Google delivery experts across Google CCaaS, Contact Center AI, machine learning, cloud architecture, and more. Many of these helped to build the custom application.
However, the Google Customer Engagement Suite comprises out-of-the-box agent-assist applications that brands could use as an alternative, alongside the core CCaaS, conversational intelligence, and workforce engagement management (WEM) capabilities.
What the Google Customer Engagement Suite Brings to Contact Centers
Since its launch in September 2024, the Google Customer Engagement Suite has leveraged Gemini - Google’s large language model (LLM) - to deliver embedded GenAI capabilities.
The suite integrates a broad ecosystem of third-party solutions, including CRM, WEM, and telephony platforms, with Google supporting a bring-your-own telephony (BYOT) model.
Its core offerings encompass Blended Omnichannel Journeys, Multimodal Experiences, Rule and GenAI-Based Workflows, and Grounded GenAI.
Recent updates have introduced additional enhancements across the suite’s four foundational solutions: Conversational Agents, Google Cloud CCaaS, Agent Assist, and Conversational Insights.
Conversational agent updates include: