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News : Bell Canada Partners with Google Cloud to Power their AI-driven Contact Centre Revolution for Canadian Businesses

#contactcenterworld, @bell, @googlecloud

Montreal, QC, Canada, Apr 9, 2024 - Bell Canada announced the availability of Google Cloud Contact Center AI (CCAI) from Bell for Canadian businesses – the first fully AI solution for Bell enterprise and mid-market customers.

Google Cloud's CCAI from Bell is a managed solution supported by professional services expertise that enables intelligent customer and agent experience leveraging generative AI-infused technology. 

Bell will work with customers to customize use cases that leverage the power of the technical solutions available with Google CCAI from Bell.

Bell is also deploying both the virtual agent and contact centre as a service AI solutions (CCAI and CCAIP) within its own contact centres, digitally transforming and AI-enabling their internal solutions, delivering improved customer experiences to Bell customers, and helping them develop deep expertise to guide Canadian businesses with their own integrations. Bell provides customers with end-to-end managed support – from assessment of the best fit solutions, to customer journey mapping and optimization, workforce management and quality assurance, technology and applied AI integrations, and optimization of agent experience and change management.

"We are thrilled to move forward in our strategic partnership with Google Cloud to offer CCAI to our customers. By deploying these products internally, our Professional and Managed Services teams are gaining extensive knowledge and expertise to support our customers effectively throughout the digital transformation of their contact centres. With reduced agent training time and tools to support improved sales outcomes, Google CCAI through Bell aims to turn what is traditionally a cost centre into a revenue generator," said Michel Richer, SVP, Enterprise Solutions, Data Engineering and AI, Bell.

"AI is fundamentally changing how many businesses operate, fueling a new era of cloud that can benefit virtually every area of an organization. We're excited that Bell will help scale AI capabilities to customers across the Canadian market. By utilizing Google Cloud's CCAI, Bell Canada can both transform their own contact centre operations and help their customers increase customer satisfaction, improve agent performance, reduce costs, and improve operational efficiency," said Sam Sebastian, VP, Google Cloud Canada.

"Contact centres are turning to AI-infused applications to dramatically improve both customer and employee experiences. Recent Frost & Sullivan research reveals AI momentum is building, with 32% of contact centres having already deployed AI-enabled agent assist technology and 37% leveraging intelligent virtual agents. Keys to success for these and future AI deployments includes enlisting trusted technology partnerships," said Bernie Arnason, Industry Analyst, Frost & Sullivan.

#contactcenterworld, @bell, @googlecloud

Posted by Veronica Silva Cusi, news correspondent

About Bell:
Company LogoBell Canada provides connectivity to residential and business customers through wired and wireless voice and data communications, high speed and wireless Internet access, IP-broadband services, e- business solutions, local and long distance phone and directory services. Bell Canada is owned by BCE Inc. of Montreal (80%) and by SBC Communications Inc. of San Antonio, Texas (20%).
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About Google Cloud:
Company LogoGoogle Cloud accelerates every organization's ability to digitally transform its business. We deliver enterprise-grade solutions that leverage Google's technology. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
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Published: Wednesday, April 10, 2024

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2024 Buyers Guide Messaging Systems


miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

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