July 26, 2018

Mitel and Twilio announce integration with Google Cloud’s new Contact Center AI

The move seeks to enable Google Cloud’s clients with the ability to deliver more intelligent and insightful customer experiences.

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Business communications providers Mitel and Twilio have partnered with Google Cloud’s Contact Center AI (an aggregator of multiple artificial intelligence products) to improve customer service experience as well as productivity of contact centers. With this alliance, both companies will be allowing enterprises with limited machine-learning expertise to deploy AI at their contact centers.

According to Mitel, providing a great customer experience is key when it comes to staying ahead of the competition. They believe that to enhance customer experiences at contact centers, businesses are leveraging the prowess of machine learning and AI.

By integrating their machine learning expertise with Google Cloud, Mitel and Twilio believe that they will be addressing query-based concerns of customers by leveraging analytics, agent assist and virtual-agent powered by AI. With these integrations, Mitel and Twilio aim to:

1) Enable customers to self-serve with the help of chatbots.
2) Provide customers with analytics to enhance product offerings.
3) Facilitate customers with AI support for real-time research.

Speaking about the alliance, Joshua Haslett, Vice President of Strategic Innovation, Mitel, commented:

Our integration with Google Cloud Contact Center AI unlocks the art of the possible for customer experience and gives businesses a new opportunity to respond to customers more quickly and with better insight.

Twilio say that with this alliance, they will be able to provide developers with a robust and intelligent platform to build refined customer experiences. Al Cook, head of Twilio Flex, commented:

AI has the potential to improve the effectiveness of the contact center dramatically and make those human interactions more impactful.

We’re excited to support Google Cloud’s Contact Center AI within Flex and, in turn, give developers greater choice as they work to deliver better experiences for their customers.

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