Google’s Contact Center AI is in beta. Start a proof of concept so you are ready to take advantage of this product when it reaches general availability.
At Google Next 2019, the Google Cloud team announced that they are applying their virtual agent to the contact center. According to the product’s website, Google Contact Center AI will interface with your contact center infrastructure to replace your IVR, to automate certain actions, and to connect callers with a human agent. These workflows will be powered by Google Cloud’s Dialogflow.
This product has the potential to greatly improve customer service but proceed cautiously. Customer satisfaction will improve if you can remove a painful phone tree. However, poorly implemented AI will inevitably result in poor experiences, and 62% of customers will stop “doing business with a brand due to a poor customer service experience” (N=5000, Microsoft Dynamics 365).
This space is fluctuating; don’t invest too heavily yet in a single product. After all, Cisco Collaboration announced its own AI offering for the contact center at Enterprise Connect 2019.
If it’s with Google or another vendor, AI is coming to the contact center. Prepare with a proof of concept.
COVID-19 has forced software companies and their suppliers to refocus efforts around prioritizing systems and workflows that are nearly 100% digital in nature. As a result, Info-Tech has observed the quick emergence of six market themes that are highly relevant post COVID-19. This note series will profile key vendors and how they fit into the post-COVID-19 world.
COVID-19 has forced software companies and their suppliers to refocus efforts around prioritizing systems and workflows that are nearly 100% digital in nature. As a result, Info-Tech has observed the quick emergence of six market themes that are highly relevant after COVID-19. This note series will profile key vendors and how they fit into the post-COVID-19 world.
Oracle has announced the general availability of Exadata Cloud@Customer, a managed service that enables enterprises to unlock the previously cloud-first features of Oracle's Autonomous Database for on-premises data centers. This offering is ideal for enterprises that must conform with regulatory and/or technical challenges that force on-premises database residency.
Experiencing issues when using Microsoft online services? You are not alone. Capacity constraints were being hit, pre-COVID-19, and usage has surged in regions with enforced social distancing.
Google has announced a premium support plan for its cloud customers, promising a 15-minute response to the highest severity tickets. Google’s cloud has long struggled with enterprise customers – especially when compared to giants Microsoft and AWS – and this announcement is the latest incarnation of Google’s push to better serve a critical constituency.
In January, Microsoft announced what it’s calling “the largest expansion of its Canadian-based cloud computing infrastructure” since 2016. Additional availability zones and services will increase capacity for cloud-hungry Canadians, and the addition of an Azure ExpressRoute site in Vancouver will guarantee security and performance in a regulated jurisdiction.
Microsoft’s announcement that server-side encryption with customer managed keys for Azure Managed Disks is now available is welcome news for security-minded public cloud customers. Managing one’s own keys in a cloud environment can be an important step in complying with regulatory requirements, and this new feature should open Azure Managed Disks to a wider group of customers who may have held back for this reason.
Amazon Web Services (AWS) has provided its customers with better options for Virtual Private Cloud (VPC) ingress routing. Customers will have to consider which works best for their needs.
AWS VPC Traffic Mirroring gives customers more visibility for out-of-band traffic inspection. This feature is another useful tool for monitoring in the AWS cloud.