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Unified Communications & Collaboration

Google Embraces the Contact Center: Page 7 of 21

Exploring how the cloud platform giant is teaming with major players to bring its AI expertise into the contact center
Sheila McGee-Smith
July 31, 2018

Contact Center AI Diagram

This graphic portrays where Cloud Contact Center AI would fit in a contact center conversation flow. The green boxes in the diagram are elements outside of Google's scope:

  • Contact Center Provider refers to a partner contact center solution (see next slide)
  • Agent Desktop could be provided by the contact center vendor or likely a CRM vendor, such as Salesforce
  • Backend fulfillment is is defined as the steps taken for receiving, processing, and delivering orders to customers. In this case, it refers to an order being sent directly for processing, without the need for a live agent.

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