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Google Cloud Next session 2025-04-10 at 15:15

Contact Center as a Service: Deliver seamless omnichannel customer service

Event: Google Cloud Next '25

Speakers

Amit Kumar

GoDaddy, Principal Software Engineer and Architect · Google Cloud

Jihee Lim

Product Manager · Google Cloud

Syam Suri

VP Technology Solutions-Digital And Customer Channels · Brightspeed

Topics

Cloud Computing Cyber Security GCP

Description

Google Cloud’s Contact Center as a Service (CCaaS) solution has powerful capabilities to modernize and transform contact centers. Learn about the unique features, including co-browse for visual agent assistance and multimodal interactions for seamless customer journeys across channels like voice, chat, and email. The session will also cover integrated quality management (QM) and workforce management (WFM) tools for optimizing agent performance and scheduling, and a robust security architecture featuring VPC Service Controls.