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Contact Center AI Platform (CCAI Platform) is an AI-driven Contact Center as a Service
platform that is built natively on Google Cloud and uses the other
Customer Engagement Suite with Google AI products at its core.
CCAI Platform is purpose-built to work alongside CRMs. It provides
organizations with a single source of truth for their customer journeys.
CCAI Platform is a unified contact center platform that accelerates the
organization's ability to leverage and deploy Customer Engagement Suite with Google AI
without relying on multiple technology providers.
CCAI Platform is a full-stack contact center platform for queuing and
routing customer interactions across voice and digital channels. It provides
easy routing of customer interactions to the appropriate resource pools. It uses
the contact center AI building blocks to allow a seamless transition to human
agents.
CCAI Platform also allows for reporting on contact center agent
performance and customer satisfaction.
CCAI Platform:
Provides organizations with modern, embeddable APIs that are optimized for the
smartphone era.
Delivers AI-based omni-channel routing, intelligent Virtual Agent, Agent
Assist, and Insights capabilities that enables organizations to streamline
customer experiences.
Provides smart device capabilities like photo and video sharing, channel
blending, and convenient, on-device authentication.
Reduces complexity and dependencies.
Improves speed of deployment.
CCAI Platform is part of Customer Engagement Suite with Google AI
CCAI Platform unifies Customer Engagement Suite with Google AI.
It provides a turnkey implementation of an omni-channel contact center
that is built to integrate with Google's other contact center AI products.
In addition to CCAI Platform, Customer Engagement Suite with Google AI
contains the following products:
Dialogflow CX: Lets you create advanced
virtual agents to handle routine interactions.
Conversational Insights: Uses natural language
processing to help contact center managers by identifying call drivers,
sentiment, popular questions, and other information about customer
interactions.
Agent Assist: Identifies your customers' intent
and provides real-time, step-by-step assistance to employees during their
calls and chats with customers.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-29 UTC."],[[["\u003cp\u003eCCAI Platform is an AI-driven, cloud-native Contact Center as a Service solution built on Google Cloud, designed to work alongside CRMs and provide a unified view of customer journeys.\u003c/p\u003e\n"],["\u003cp\u003eThis platform streamlines customer interactions across voice and digital channels, offering intelligent routing and seamless transitions to human agents.\u003c/p\u003e\n"],["\u003cp\u003eCCAI Platform provides advanced features including embeddable APIs, AI-based omnichannel routing, Virtual Agent, Agent Assist, and Insights capabilities.\u003c/p\u003e\n"],["\u003cp\u003eThe platform is part of the Customer Engagement Suite with Google AI, which includes Dialogflow CX, Conversational Insights, and Agent Assist, allowing a turnkey implementation of a contact center.\u003c/p\u003e\n"],["\u003cp\u003eCCAI Platform reduces the complexity and dependencies of using multiple vendors and improves the speed of deployment for contact centers.\u003c/p\u003e\n"]]],[],null,["# CCaaS (CCAI Platform)\n\nContact Center AI Platform (CCAI Platform) is an AI-driven Contact Center as a Service\nplatform that is built natively on Google Cloud and uses the other\n[Customer Engagement Suite with Google AI](/solutions/customer-engagement-ai) products at its core.\nCCAI Platform is purpose-built to work alongside CRMs. It provides\norganizations with a single source of truth for their customer journeys.\nCCAI Platform is a unified contact center platform that accelerates the\norganization's ability to leverage and deploy Customer Engagement Suite with Google AI\nwithout relying on multiple technology providers.\n\nCCAI Platform is a full-stack contact center platform for queuing and\nrouting customer interactions across voice and digital channels. It provides\neasy routing of customer interactions to the appropriate resource pools. It uses\nthe contact center AI building blocks to allow a seamless transition to human\nagents.\n\nCCAI Platform also allows for reporting on contact center agent\nperformance and customer satisfaction.\n\nCCAI Platform:\n\n- Provides organizations with modern, embeddable APIs that are optimized for the\n smartphone era.\n\n- Delivers AI-based omni-channel routing, intelligent Virtual Agent, Agent\n Assist, and Insights capabilities that enables organizations to streamline\n customer experiences.\n\n- Provides smart device capabilities like photo and video sharing, channel\n blending, and convenient, on-device authentication.\n\n- Reduces complexity and dependencies.\n\n- Improves speed of deployment.\n\nCCAI Platform is part of Customer Engagement Suite with Google AI\n-----------------------------------------------------------------\n\nCCAI Platform unifies Customer Engagement Suite with Google AI.\nIt provides a turnkey implementation of an omni-channel contact center\nthat is built to integrate with Google's other contact center AI products.\n\nIn addition to CCAI Platform, Customer Engagement Suite with Google AI\ncontains the following products:\n\n- **[Dialogflow CX](/dialogflow/cx/docs)**: Lets you create advanced\n virtual agents to handle routine interactions.\n\n- **[Conversational Insights](/solutions/ccai-insights)**: Uses natural language\n processing to help contact center managers by identifying call drivers,\n sentiment, popular questions, and other information about customer\n interactions.\n\n- **[Agent Assist](/agent-assist)**: Identifies your customers' intent\n and provides real-time, step-by-step assistance to employees during their\n calls and chats with customers.\n\nFor general information about Google's AI technology for contact centers, see\n[Customer Engagement Suite with Google AI](/solutions/customer-engagement-ai).\n\nLocations\n---------\n\nFor a list of countries and Google Cloud regions where CCAI Platform\nis available, please see the [locations](/contact-center/ccai-platform/docs/localities) page.\n\nWhat's next\n-----------\n\n- [Get started with CCAI Platform](/contact-center/ccai-platform/docs/get-started)"]]
