Enhance customer experience with contact center AI (CCAI) by Virtusa and Google Cloud

Smarter support. Seamless service. Scalable solutions.

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''Reimagine your customer service with Virtusa and Google Cloud's contact center AI platform—where intelligent automation meets personalized support to drive exceptional experiences.”

Deliver exceptional customer experiences by combining Virtusa’s deep domain expertise with the power of Google Cloud’s contact center AI (CCAI) platform. This intelligent, AI-driven solution is designed to modernize your contact center with personalized, seamless, and scalable interactions across every channel.

Together, Virtusa and Google Cloud enable businesses to:

Enhance operational efficiency

Boost agent productivity

Reduce support costs

Harness advanced capabilities such as natural language processing, automated self-service, and real-time insights to meet evolving customer expectations, optimize service delivery, and drive meaningful engagement at scale.

Today’s customers expect fast, personalized, and seamless support across every channel. Virtusa—partnering with Google Cloud—delivers an end to end contact center transformation powered by contact center AI (CCAI) to meet these demands.

This solution combines Virtusa’s implementation expertise with the following suite of Google Cloud AI tools:

  • CCAI insights
  • CCAI agent assist
  • Dialogflow CX
  • Conversational AI

Discover how a Fortune 500 global client partnered with Virtusa to analyze 100,000+ call recordings, automate 150+ customer intents, and reduce call volumes by over 25%—achieving faster resolutions and higher CSAT .

Why choose Virtusa for contact center transformation?

With Virtusa’s deep expertise and proven results, your organization can streamline operations, boost ROI, and deliver unmatched customer experiences. Our clients choose us due to the following reasons:

CCAI’s transformative power unlocks new possibilities for contact centers

Google CCAI offers a next-generation approach to customer engagement, delivering smarter, more intuitive experiences than traditional IVR/CTI systems. From intelligent self-service to real-time agent support, CCAI enhances every touchpoint. Following are its key capabilities vis-a-vis traditional solutions:

Key benefits

Google CCAI brings powerful AI-driven capabilities to contact centers, enabling smarter interactions, faster resolutions, and data-backed decision-making. Below are some of its key benefits:

  • Multi-channel integration

Create a personalized experience by real-time integrating customer conversations across multiple channels (e.g., voice, chat) using tools such as Google telephony, speech-to-text, and natural language processing (NLP).

 

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  • Intent detection and routing

Use conversational agents to intent-match the end user input (text, speech, or telephone key presses) against intent training phrases.

Get potential matches with a confidence score ranging from 0.0 (completely uncertain) to 1.0 (entirely sure) and route the call to the appropriate handler.

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  • Proactive assistance

Empower human agents by providing real-time AI-driven responses (e.g., benefits and eligibility questions) by extending CCAI’s agent assist functionality with a Retrieval-Augmented Generation (RAG) solution.

Configure agent-assist to enable de-identification of sensitive data and utilize its conversation profile feature to support multiple functions.

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  • Data analysis and visualization

Harness the power of CCAI Insights product to gain insights into contact center performance, customer sentiment, and operational efficiency.

Develop topic models, generative FAQs, and call quality metrics to identify business trends, uncover areas for improvement, and make data-driven decisions.

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With Google Cloud’s CCAI platform and Virtusa’s deep domain expertise, unlock a smarter, faster, and more customer-centric contact center. From intelligent automation and seamless agent support to real-time insights and measurable business outcomes, we are designed to scale your goals.

Partner with Virtusa to deliver exceptional customer service, boost operational efficiency, and stay ahead in an ever-evolving digital world.

Reimagine your contact center with Google CCAI

Ready to elevate your customer service? Get in touch with our experts today to start your contact center transformation.

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