Episode description

This week on the GCP Podcast, Carter Morgan and Max Saltonstall are joined by Amit Kumar and Vasili Triant. Our guests are here to talk about new features in Contact Center AI.

Amit starts the show helping us understand what Contact Center as a Service is and what makes this unified platform so useful for enterprise companies. The scalability helps keep costs down and overall satisfaction up while leveraging advances in cloud. UJET and Google Cloud have worked together to bring this AI advancement, and our guests describe the partnership and evolution CCAI. CCAI has streamlined the Contact Center as a Service space, helping businesses work efficiently and while putting an emphasis on positive experiences for the end customer.

CCAI users can use the platform straight out of the box or customize it to build specific experiences with tools like Dialogflow. Amit further describes the tools available like Interactive Voice Response and for which circumstances each tool would be most useful. The journey to CCAI can be easily managed by a team who knows the business well. We learn more about the onboarding experience and the skills required to transition.

Vasili talks about the past and future of Contact Center and how customer information is used not just for sales purposes but for bettering the customer service experience. Our guests share success stories from companies like FitBit and how CCAI is used to handle customer interactions through the app. Things like the call back feature save customers the time and frustration of waiting on hold and save businesses money.

Amit is responsible for bringing GCP’s native CCaaS offering to market and helps enterprise customers modernize their contact centers. Previously, Amit worked as a Cloud AI Incubator lead where he helped customers in adopting Google’s conversational AI technology. He also has an extensive background in large scale cloud transformational efforts and have worked with enterprise software companies mainly Salesforce and TIBCO Software.

As UJET’s Chief Operating Officer, Vasili Triant oversees all Go To Market activities including Sales, Channel, Alliances, and Customer Success. Triant brings more than 20 years of experience in Telecoms, Unified Communications (UC), and Contact Center industries, having previously served as VP/GM of Contact Center at Cisco, where he achieved the fastest growth in over a decade through a focus on global alliances and enterprise cloud-readiness.

• DALL-E mini site
• EbSynth site
• Announcing general availability of Confidential GKE Nodes blog

• Contact Center AI Platform site
• Contact Center AI reimagines the customer experience through full end-to-end platform expansion blog
• UJET site
• Dialogflow site
• Google Assistant site
• One United Bank site
• FitBit site

Max is working on expanding the podcast platform by collecting and adding more content.
Carter is working on his Google Project Management: Professional Certificate.
Kelci has been working on Google Cloud Skills Boost.

Carter Morgan and Max Saltonstall