Welcome to our round-up of the top news in the CX space over the last seven days.
Google Expands Into CCaaS
Google has announced a new service, Google Cloud Contact Center AI Platform, which is an expansion of its Google CCAI suite.
Google Cloud Contact Center AI Platform combines a CCaaS engine with Google CCAI, a conversational core, and the Chrome browser. The CCAI Platform offers routing, IVR, agent desktop, app SDKs, and more. Rather than develop an entirely new contact center core solution, Google partnered with UJET. The two companies already share several customers including Fitbit and One United Bank.
Genesys, Five9, and Zoom Invest in Cresta
Cresta has raised $80 million in a Series C funding round led by Tiger Global, with participation from Genesys, Five9, and Zoom. The company’s total valuation has reached $1.6 billion.
Following the investment, Cresta has partnered with Five9 to allow its customers to connect to the Five9 Ai driven customer engagement platform. Five9 customers will also be able to implement Cresta’s AI-drive real-time intelligence layer into the engagement platform.
Twilio Launches New Cloud Contact Centre API
Twilio has launched a new API for Flex, its cloud contact centre platform.
Flex Conversations is a single API for SMS, chat, and WhatsApp on the Flex platform which will enable users to seamlessly deliver experiences through these digital channels.
Dialpad Adds New Digital Channels and Virtual Agent Support
Dialpad has added new digital channels and virtual agent support to its AI Contact Center.
With this release, the company aims to “set a new standard in omnichannel support and intelligent customer assistance” for contact centre solutions.
The addition of virtual agent support will alleviate the pressure on agents and give them more time to take calls while virtual support guides customers through digital self-service options.
