CALIFORNIA, UNITED STATES – Google Cloud has made a move into the contact center space with the launch of its new platform, Customer Experience Agent Studio.
The CX Agent Studio includes many of the core features already familiar to contact-center-as-a-service (CCaaS) providers. What stands out, however, is its focus on connecting e-commerce, customer service, and customer insights into a more unified experience.
This matters because customers are increasingly frustrated with having to repeat themselves every time they switch channels or speak to a new support agent. That friction is usually caused by data scattered across multiple systems, making it hard to deliver seamless, personalized service at scale.
The report from Forrester notes that CX Agent Studio, paired with its Personal Intelligence feature (currently in beta), aims to address this by bringing data and customer interactions into one place. This could allow CX and contact center leaders to give more helpful, context-aware support across shopping and service touchpoints.
What It Means for BPO Providers
Google Cloud’s CX Agent Studio is set to reshape contact center operations by reducing inefficiencies while elevating the overall customer experience.
For BPO providers, success will depend on how well they adapt to this platform.
Right now, CX Agent Studio enables them to:
- Build AI agents capable of conversing in 40+ languages and in multiple modes (chat, voice, and images)
- Connect it with their existing systems for seamless customer experiences across channels
When implemented properly and paired with an effective CX strategy, it can help them streamline operations and meet the increasingly higher CX standards.
