ConvergeOne, the preeminent services-led provider of cloud, collaboration and digital modernization solutions, today announced the integration and availability of Google Contact Center AI (CCAI)’s full suite (Dialogflow CX, Agent Assist, and Insights) into C1Conversations, its Integration Platform as a Service (IPaaS). ConvergeOne clients can now continuously improve and make customer and agent experience (C/AX) journeys cloud-relevant, increasing customer satisfaction scores while modernizing and protecting investments in contact center infrastructure and accrued knowledge.
The tight integration of Google CCAI’s full suite into C1Conversations brings together the benefits of AI and the implementation speeds of next-generation C/AX capabilities. Clients that want to enhance C/AX across their contact centers can now do so while quickly modernizing existing investments without the added complexity and operational fragility that point solutions represent.
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As part of the announcement, ConvergeOne is expanding its managed and lifecycle services to the integrated C1Conversations/Google CCAI ecosystem, ensuring the delivery of business results via powerful contact center metrics. In addition, ConvergeOne’s C/AX lifecycle expertise provides continual tuning to the new offering, guaranteeing a constantly updated and satisfying CCAI experience.
The combination of Google CCAI’s full suite with C1Conversations’ strong orchestration of leading cloud-based applications, customer relationship management (CRM), information technology service management (ITSM) and enterprise resource planning (ERP) systems, brings together the advantages of AI, cloud scalability and omnichannel capabilities to contact center investments.
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“The integration of all the capabilities that Google CCAI has to offer into C1Conversations is the perfect combination for contact centers grappling with the constant changes that services, products, policies and society impose on their infrastructures,” said Phil Yeich, Senior Director of Product Management, ConvergeOne. “More than an integration, this is the orchestration of capabilities, data, systems and AI technologies into a single, seamless contact center and C/AX managed platform that allows our clients to define the modernization path of their infrastructure without disrupting operations.”
“We are delighted to offer our clients the combined power of C1Conversations and Google CCAI. This powerful combination satisfies callers and agents by delivering real C/AX automation that is rich, conversational and intuitive while reducing human agent engagement and increasing operational efficiencies,” said Mark Langanki, Chief Technology Officer, ConvergeOne. “This robust ecosystem, 100% managed and supported by ConvergeOne, enables a future-proof path to modernization without painful and expensive migrations. Most importantly, the cloud-based automation, agent empowerment, record containment rates and data insights create a virtuous C/AX cycle never seen in contact center operations and, unlike any other solution in the market, ConvergeOne can deliver it today, not tomorrow.”
