- Cloudfresh
- Google Cloud Products
- Customer Engagement Suite with Google AI
Customer Engagement Suite with Google AI
Formerly, Google Cloud Contact Center AI
Customer Engagement Suite with Google AI automates simple interactions and enables agents to solve issues quickly, using industry-leading AI
When AI and Human Expertise Come Together
As you already know, modern customer interactions demand more than just efficiency—they require natural, seamless conversations. Known previously as Google Contact Center AI (Google CCAI), rebranded now as Customer Engagement Suite with Google AI, empowers your business to harness AI-driven tools that redefine what’s possible in customer service.
01
Conversational Agents, Powered by Dialogflow CX
With Dialogflow CX, you can create virtual agents that offer real-time, AI-powered support across multiple channels. These agents are capable of handling complex tasks, switching between topics, and operating 24/7 to reduce live agent workloads. With an intuitive drag-and-drop visual flow builder, your team can effortlessly design sophisticated interactions.
02
Agent Assist
Agent Assist AI elevates your live agents, giving them real-time support and empowering them to deliver exceptional service. With features like live transcription, AI-driven summaries, and smart replies, your agents will handle customer queries with greater speed and accuracy, leading to faster resolutions and more satisfied customers.
03
Conversational Insights
Conversational Insights provides actionable data by analyzing customer interactions with natural language processing. It identifies key call drivers and sentiment, giving your contact center managers valuable insights to optimize performance and improve call outcomes.
04
Contact Center AI as a Service (CCAI Platform)
Built for the smartphone era, the Contact Center AI Platform is a cloud-native solution that supports multichannel communication between your agents and customers. It’s designed to create a frictionless experience that meets the evolving needs of today’s digital-first customers.
Our team’s expertises and certifications
How Google AI Customer Engagement Suite enhances your CX experience
By addressing these challenges, Contact Center AI transforms the customer service landscape, empowering businesses to deliver smarter, more efficient, and more secure experiences.
ProblemTechnology stack
Many contact centers face challenges with delayed or continually stalled telephony upgrades, platform integrations, and system updates. These bottlenecks slow down operations, leaving companies with outdated technologies that can’t keep up with modern demands.
SolutionSeamless Telephony Integration
Customer Engagement Suite seamlessly integrates with existing telephony systems and cloud platforms, eliminating the need for delayed or complex upgrades. It offers smooth integration through APIs and partnerships with major telephony providers, ensuring scalability and future-proofing technology investments.
ProblemAI-powered experiences
While AI-powered solutions are highly sought after, many businesses struggle to implement them effectively due to limitations in existing infrastructure or a lack of proper integration. As a result, many contact centers find themselves with powerful AI tools that aren’t fully utilized.
SolutionAdvanced AI Implementation
Customer Engagement Suite delivers reliable, advanced AI capabilities that can handle complex customer interactions. Virtual agents and AI-driven analytics are optimized for real-world applications, enhancing the customer experience without the technological limitations that previously hindered adoption.
ProblemOmnichannel goals, single-channel execution
Many organizations aim to deliver a consistent customer experience across multiple channels — such as voice, chat, email, and social media. However, despite the vision for omnichannel engagement, the reality is that many businesses remain stuck in a single-channel execution model.
SolutionTrue Omnichannel Integration
Customer Engagement Suite supports true omnichannel experiences by integrating customer interactions across voice, chat, email, and messaging platforms. This unified approach allows businesses to deliver a consistent, personalized experience across all customer touchpoints, fulfilling the original omnichannel vision.
ProblemData fragmentation and management
In contact centers, data is often scattered across different systems, making it difficult to retrieve, update, or analyze customer information effectively. This data fragmentation hinders the ability to create personalized and efficient customer interactions.
SolutionUnified Data Management
Customer Engagement Suite leverages powerful data analytics and cloud integration to unify customer data. By using AI and machine learning, it enables faster access to relevant information and simplifies data management, making it easier to update and retrieve customer insights in real time.
ProblemUnravel business logic
Customer experiences are often tightly linked to rigid, immutable business logic, making it difficult for companies to adapt their processes quickly. This limits the flexibility needed to create responsive, dynamic customer service experiences.
SolutionDecoupled Business Logic
Customer Engagement Suite’s flexible architecture allows businesses to decouple customer experiences from rigid business logic. This means customer interactions can be adapted and improved quickly, without being constrained by legacy business processes, making it easier to innovate and evolve.
ProblemInfrastructure and security
Contact centers handle vast amounts of sensitive customer data, making security and compliance a top priority. These centers often require the highest level of infrastructure security, certifications, and regulatory compliance.
SolutionHighly Secure Infrastructure
Customer Engagement Suite is built on Google Cloud’s highly secure and compliant infrastructure, ensuring contact centers meet the highest standards for security, compliance, and certifications. With end-to-end encryption, advanced security features, and adherence to industry regulations, Customer Engagement Suite provides peace of mind for businesses handling sensitive customer data.
Ready to Transform Your Customer Experience?
At Cloudfresh, we’re here to empower your business with AI-driven solutions that enhance customer interactions and optimize your team’s performance.
Create Agents that Are Superheroes for Your Customers
Free human agents to focus on more difficult and specialized calls, providing them with real-time information, workflows, and turn-by-turn guidance. Your virtual agents will handle the rest.
Enable Natural Interactions with Conversational Agents
Deliver lifelike customer experiences that support accurate multi-turn conversations with AI-driven agents, built with deep learning technologies powered by Google Assistant.
Empower Your Teams with Actionable Insights
Turn your conversations into insights through analytics and reporting that uncover key call drivers, customer sentiment, and more.
Get Expert Guidance & Implementation
From strategy to implementation, our team of experts is here to guide you every step of the way. We tailor solutions to your needs, ensuring your virtual agents are aligned with your business goals.
Receive Full Support Throughout Your Journey
At Cloudfresh, our commitment doesn’t stop at implementation. We offer ongoing support to ensure your CX continues to evolve and deliver the best possible results.
Take Advantage of Special Conditions and Discounts
Partnering up with Google Cloud Premier Partner, you’ll have access to exclusive pricing and discounts, ensuring your investment in cloud contact center solution is as cost-effective as it is transformative.
Order the consultation