Google Unveils New Multi-Region Capability and Auto-QA Solution for CCAI-P at Enterprise Connect

Google’s recent announcements at the Enterprise Connect event have solidified its position as a leader in the CCaaS space. With the introduction of the Google Contact Center AI Platform (CCAI-P) and its new multi-region capability, Google is setting itself apart from the competition and showcasing its commitment to innovation.

The multi-region capability allows enterprises to run the CCAI-P offering across various global regions and clouds, offering cross-region failover and ensuring business continuity. This feature addresses a common concern in the cloud contact center market – outages and downtime. By providing seamless failover in the event of a regional outage, Google is ensuring that its customers experience “mission-critical uptime” and reliable service.

Additionally, Google has introduced an automated quality assurance (Auto-QA) solution as part of the CCAI-P offering. This solution leverages Google AI and large language models to analyze customer conversations and provide actionable insights such as coaching suggestions and recognition opportunities. By offering this level of automation and insight, Google is demonstrating its commitment to driving customer success and delivering a user-first design.

These new features highlight Google’s dedication to the CCaaS space and its ongoing efforts to innovate and provide industry-leading solutions. With a fully-fledged workforce optimization offering on the horizon, Google is positioning itself as a key player in the CCaaS market.

As Google continues to push the boundaries of what is possible in the CCaaS space, customers can expect even more innovations and advancements in the future. With Google Next just around the corner, it’s clear that Google has big plans for the future of contact center technology.

Overall, Google’s recent announcements at the Enterprise Connect event have solidified its position as a leader in the CCaaS space. With a focus on reliability, scalability, and customer success, Google is setting the standard for contact center technology and inspiring innovation in the industry.