Google Cloud hopes to improve CX, adds UJET capabilities

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In recent years, consumer preferences have changed radically.

According to numerous surveys and reports, today’s customers typically deal with a company that has the right product and provides strong, personalized customer service, a company that has excellent product and low-star customer service.

Covid, in particular, highlights gaps in customer service, and companies and brands have to adapt quickly to ever-changing landscapes – in whatever channel or format their customers choose.

This has led to huge growth and interest in Contact-Center-a-Service (CCaaS) and Smart Contact Centers.

“Customer service is becoming the spearhead,” said Vasili Triant, COO of UJET, a CCaaS provider that has partnered with Google Cloud to power its contact center platform and services.

According to Market Research Future, the cloud-based contact center market will reach $ 45.5 billion by 2030, representing a compounded annual growth rate (CAGR) of about 25%. And the CCaaS market, valued at $ 2.23 billion in 2020, will grow at a CAGR of about 18% by 2030.

Companies including ChaseData, Alvaria, Avaya, Genesys, Aircall, RingCentral and Five9 are looking forward to being part of that expanding pie. Cisco offers its Webex Contact Center, while Amazon Connect is used by Intuit, the United Kingdom grocery chain Morrison, and Rhode Island’s Department of Labor and Training. Google recently unveiled its Contact Center AI (CCAI) suite and is now using UJET to power it.

Microsoft, for its part, unveiled its new CCaaS tool, Dynamics 365 customer service, in November 2021. Data-powered, AI-powered tools take advantage of Microsoft Azure and are embedded with Microsoft Teams. Power Virtual Agents operates in interactive voice responses and as chatbots for SMS, live chat and social messaging channels, and features AI-based routing, real-time transcription, live sentiment analysis, transliteration and recommendations in the platform.

With traditional contact centers, it is “difficult to ensure a consistent, personalized experience across all channels,” Jeff Comstock, vice president of Dynamics 365 customer service, said in a press release. “Multiple tools and disconnected data prevent silo agents from fully viewing the client’s journey.”

Clear message from Google Cloud

In the case of Google Cloud, the new UJET capabilities enable customers to integrate their tech stacks with tools powered, distributed and supported by Google Cloud and running on its platform, Trent explained.

The out-of-the-box platform is integrated with customer relationship management (CRM) tools and leverages AI, cloud scalability and multi-experience capabilities. It is embedded with mobile / web software developer kits (SDKs) that are iOS and Android compatible, as well as automated scheduling, schedule compliance monitoring and employee scheduling management through workforce optimization integration. Visual Interactive Voice Response (IVR) provides self-service to customers via web or mobile interface.

Google Cloud explores the platform’s ability to accurately predict customer needs and routing calls through AI based on historical CRM data and real-time interactions, and the ability to manage multiple channels without having to pivot in voice, SMS and chat. Agents are provided with customer feedback in a single workspace featuring real-time AI intelligence, agent call controls and transcription.

UJET SDK capabilities include channel integration, photo and video sharing, and biometric authentication. Trent explained that those tools could “grab” geographic location data and other identifiers to authenticate customers. Tickets are brought to agents to help them understand who the customer is and where they are, and auto-deposit tickets are created and distributed when interactions are completed.

According to Yariv Adan, Director of Product Management for Cloud Conversational AI at Google Cloud, the platform brings together support, sales and marketing data with the goal of providing a more engaging, personalized and flexible experience. The goal is to eliminate the “pain points” caused by data fragmentation and the “rough” customer experience flow.

“Customer expectations are rising to a level that goes beyond the ancient contact center’s infrastructure solutions,” Adane said. “The value of taking advantage of AI to improve the customer experience and measure contact center interactions is very clear at this point.”

An evolutionary call

Trent said the ultimate goal for any business should be not just to determine customer needs and solve customer problems, but to better engage customers. “Because it is not If You have a problem, that’s it When You have a problem, “he said.

As consumer demand for self-service and digital connectivity continues to grow, organizations investing in integrated infrastructure on AI and customer experiences will benefit, he noted.

Incorporating AI into customer interactions and integrating sales, marketing and customer service data allows for more personalized and consistent customer experiences, whether through a virtual agent, human agent or a combination of both.

Google Cloud CCaaS customers have seen cost savings, a reduction in call volume, and an increase in agent efficiency, according to Adan. For example, Marks & Spencer reduced in-store call volume by 50% and Home Depot improved call containment by 185%.

“This has allowed them to focus on providing the best possible experiences for their customers,” Adane said. In turn, “We continue to focus on enabling our customers to deliver exciting experiences to their customers in the post-epidemic world.”

Trent also focused on the evolving landscape. The contact center is usually “funneled together into several third-party components,” he said. But it is moving towards increasingly integrated, streamlined solutions.

The UJET-Google Cloud Partnership “demonstrates the intent of big brands to provide more all-in-solutions than toolkits,” he said. “That’s where the industry is going.”

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