Global customer experience technology and services provider TTEC has expanded its partnership with Google Cloud to enable customers to leverage Google's AI-powered CCaaS capabilities to enhance real-time interactions with customers across both digital and live channels.
"The partnership with Google Cloud extends TTEC Digital's cross-platform capabilities in developing and delivering world-class cloud environments which accelerate the ability to realize the next generation of client and agent interactions. Google Cloud's increased focus on CX-related technology capabilities is opening up new opportunities to orchestrate the future of the contact center," said Ken Tuchman, Chairman, and CEO of TTEC.
TTEC Digital aims to deliver outstanding customer experiences fueled by cloud technology. By utilizing Google's Contact Center Artificial Intelligence (CCAI) Platform, TTEC Digital can design interactions optimized for mobile devices. Building on Google's expertise in natural language data, TTEC Digital will be able to incorporate intelligent and predictive features into customer interactions through contact center platforms.
"Google is helping enterprises across industries and geographies reimagine contact center interactions for the modern consumer," "We are thrilled to partner with TTEC Digital to deliver on this vision. Their knowledge and breadth delivering Total Experience transformations across the enterprise will pay tremendous dividends for our customers," said Andrew Moore, vice president and general manager, Cloud AI & Industry Solutions, Google.
TTEC Digital plans to continue developing new technology and bringing new features to Google Cloud, this way enhancing the operations of the contact center for TTEC's global clients. The partnership will enable clients to offer fast and user-friendly self-service options to their customers as well as provide agents with access to information, insights, and intelligence needed to give timely and accurate responses, enhancing customer satisfaction, loyalty, and the overall value of the customer.
This move is another milestone in TTEC and Google's long-standing partnership to deliver automation, unified customer data, proactive service, and decision-making powered by AI in every customer interaction.