Segra Transforms CX with Google Cloud Contact Center AI Platform

Segra announced it has deployed the complete, end-to-end Google Cloud Contact Center AI (CCAI) Platform.

“Contact Center AI reimagines the customer experience (CX) through a full end-to-end platform expansion,” said Kevin T. Hart, Segra CEO. “At Segra, we are continually expanding our services to help our customers grow and are excited to be the first to leverage the new comprehensive, innovative offering from Google Cloud, enabling a more powerful customer journey.”

Google Cloud’s Contact Center AI Platform, which is a Contact Center as a Service (CCaaS) platform, is purpose-built for integration with an organization’s customer relationship management (CRM) platform, providing organizations with a single source of truth for customer journeys while providing customers with modern, embeddable experiences that are optimized for the smartphone era.

The CX is designed for smartphone customers, providing a seamless experience across self-service and assisted channels, and the platform is AI-powered for automation and intelligence.

Segra’s Chief Information Officer Rose Chambers said the Google Cloud’s platform provides a simplified, intuitive user interface in a single workspace that increases agent productivity.

She added the intelligent global and customized call routing maximizes efficiency in call management across all interactive voice responses (IVRs) or individually. The simplicity of the agent-facing graphical user interface (GUI) as well as the easily modified, configurable setup has enabled the speedy adaptation and implementation of CCAI Platform.

Additional customer enhancements are planned for the platform including:

  • An AI-powered IVR self-service ‘Virtual Agent’
  • Multi-channel communications to include SMS and chat
  • Screen pop with customer information
  • CRM integration

For more information, visit segra.com.