List of Google Contact Center Ai Customers
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United States
Since 2010, our global team of researchers has been studying Google Contact Center Ai customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Google Contact Center Ai for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Google Contact Center Ai for Chatbots and Conversational AI include: Verizon, a United States based Communications organisation with 99400 employees and revenues of $134.79 billion, Genesys, a United States based Professional Services organisation with 6200 employees and revenues of $2.30 billion, Segra, a United States based Communications organisation with 900 employees and revenues of $450.0 million and many others.
Contact us if you need a completed and verified list of companies using Google Contact Center Ai, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Google Contact Center Ai customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Genesys | Professional Services | 6200 | $2.3B | United States | Google Contact Center Ai | Chatbots and Conversational AI | 2019 | n/a |
In 2019, Genesys deployed Google Contact Center Ai as a Chatbots and Conversational AI implementation to power a virtual assistant named Kate for its Xperience19 event in Denver, United States. The deployment focused on event attendee engagement and continuous coverage, running 24/7 to handle common questions and scale support during the conference.
The implementation used Google Contact Center Ai components including Dialogflow based virtual agents and agent assist capabilities, configured with conversational intents and flows to address attendee queries. Architecture emphasized cloud-hosted conversational processing and automated routing, with the virtual agent resolving routine inquiries and invoking agent assist when interactions required human intervention.
Operational scope was the U.S. event deployment for Xperience19, where Kate handled attendee questions across registration, scheduling, and logistics. The solution combined virtual agents and agent assist to orchestrate handoffs to human agents for complex issues, preserving continuity of conversation and reducing manual triage at the contact point.
Measured outcomes from the event deployment reported about 82% response accuracy and roughly 60 staff hours saved, while complex cases were escalated to human agents via agent assist workflows. Genesys used Google Contact Center Ai to demonstrate a production conversational architecture for event-scale support within the Chatbots and Conversational AI category.
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Segra | Communications | 900 | $450M | United States | Google Contact Center Ai | Chatbots and Conversational AI | 2022 | n/a |
In 2022, Segra implemented Google Contact Center Ai to modernize customer experience and improve agent productivity across its U.S. telecommunications operations. The deployment used the Chatbots and Conversational AI application to deliver an end to end CCaaS experience centered on virtual agents, AI routing, and CRM integration.
The implementation configured Google Contact Center Ai virtual agents to handle primary conversational self service flows and employed AI driven routing to escalate complex sessions to human agents, aligning automated interactions with existing service workflows. Integration with Segra’s CRM was a focal point to ensure conversational context followed customers into agent sessions and to streamline agent workflows for faster resolution.
Architecturally the project leveraged a cloud native Google Contact Center Ai platform as the core CCaaS layer, integrating conversational automation with Segra’s contact center operations in the United States. The architecture connected conversational front ends to backend customer records and agent handling processes to create continuity between virtual agents and live support.
Segra was announced as an early commercial deployer of the Google Contact Center Ai platform, with the rollout targeted at customer service and contact center functions. The stated outcomes included enabling faster self service and improving agent workflows through the introduction of virtual agents and AI routing.
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Verizon | Communications | 99400 | $134.8B | United States | Google Contact Center Ai | Chatbots and Conversational AI | 2020 | n/a |
In 2020 Verizon implemented Google Contact Center Ai to modernize its customer contact flows across voice and chat for its large telco support operation in the United States. This deployment of Google Contact Center Ai is categorized under Chatbots and Conversational AI and was announced in July 2020 as part of Verizon's effort to strengthen conversational handling at scale.
The implementation emphasized virtual agents to handle front-line inbound volume and agent assist functionality to surface real-time suggestions to human agents. Natural language understanding, multi-turn dialog management, and conversation orchestration were configured to capture customer intents, route interactions, and reduce unnecessary agent handling where possible.
Operational scope focused on voice and chat channel orchestration within Verizon's United States support operation, instrumenting conversational voice and digital chat flows alongside existing contact handling and routing processes. Deployment work addressed conversational design, intent taxonomy, and the configuration of escalation paths to live agents to preserve continuity across channels.
Governance centered on iterative rollout with pilot phases for agent assist and virtual agent capabilities, updating contact center workflows and training to accommodate AI-assisted routing and handling. The project specifically aimed to reduce customer friction, handle very high call volumes with virtual agents and agent assist features, and speed routing and resolution.
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