UJET Announces Partnership with Google Cloud Contact Center AI (CCAI) and Integration of Google Cloud Dialogflow CX
Summary
Optimized for large contact centers that deal with complex conversations across voice and messaging channels, Google Cloud Dialogflow CX extends UJET’s capabilities to a broader set of use cases and interactions, enabling even greater operational efficiency across the enterprise. Businesses of all sizes are increasingly deploying chatbots and voice-enabled virtual agents in an attempt to drive efficiency by deflecting calls, reducing hold times, and mitigating spikes in contact center demand. Though unless these technologies are meticulously deployed as part of a comprehensive, integrated digital transformation strategy, the negative impacts to customer experience and the bottom line can be significant. “Conversational AI is opening up a new world of possibilities in areas like customer experience and user engagement,” said Anand Janefalkar, Founder and CEO of UJET, “The key to realizing these possibilities is taking a holistic, unified approach to the customer journey rather than just trying to layer in AI and new digital channels. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally, and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.
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