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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.
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Infrastructure as a Service (IaaS) will suffer a slow death as applications evolve to run on cloud platforms. The IaaS/PaaS/SaaS model of cloud services will die with it.
Amazon Web Services (AWS) has added a new discount model to give customers a quicker on-ramp to savings while locking them into multiple-year term agreements. The latest discount plans are based on annual or multiple-year spend commitments on the AWS platform.
Joshua Burgin, the technical advisor to the senior vice-president at Amazon Web Services (AWS), opened AWS Summit Toronto with jabs at Oracle and Microsoft. AWS wants to position itself as customer-centric, but users of its platform might only end up locked-in to a more beneficent vendor.
It is no surprise that this year’s OpenWorld conference continued to focus on Oracle’s cloud efforts. We dive in to discover if Oracle is doing enough to catch up to the competition of Amazon’s AWS, Microsoft’s Azure and Office clouds, and Google’s GCP.
Oracle is aiming to make it extremely easy to shift your VMware workloads to the Oracle Cloud. In addition, it will provide you the capability to choose where your data will reside. This is an important feature for organizations concerned about data sovereignty.
The University of British Columbia is partnering with Amazon Web Services to build a cloud innovation center.
At the AWS Summit in Toronto on October 3, 2019, Amazon Web Services announced a third availability zone (AZ) for Canada Central, to be launched in 2020. A third AZ will provide increased reliability and improved DR capabilities for AWS customers who wish to keep their data in Canada.
Should Google’s parent, Alphabet, buy Nutanix? If analysts at forecasting software vendor Trefis have their way, the search giant should be signing the check.
Amazon has unveiled its Quantum Ledger Database service. This service threatens vendors who build bespoke blockchain solutions without peer-to-peer functionality.