Bell Canada deploys Google Cloud Contact Center AI

April 17, 2024
The Google Cloud partnership will benefit enterprise and mid-market customers.

Bell Canada announced on April 9 that it has partnered with Google Cloud to bring Google Cloud Contact Center AI (CCAI) to enterprise and mid-market customers.

A managed solution supported by professional services expertise, Bell reports that Google CCAI leverages generative AI technology to enable intelligent customer and agent experiences.

Bell also reports that it has deployed some of the CCAI services in its own contact centers and will work with customers to customize their use of the platform.

Michel Richer, senior vice president of Enterprise Solutions, Data Engineering and AI at Bell, said in a press release, “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 centers. With reduced agent training time and tools to support improved sales outcomes, Google CCAI through Bell aims to turn what is traditionally a cost center into a revenue generator.”

Solutions include virtual agents that handle simple customer queries, a virtual assistant for human agents, and analysis and insights based on customer interactions.

For related articles, visit the Business Topic Center.

For more information on high-speed transmission systems and suppliers, visit the Lightwave Buyer’s Guide.

To stay abreast of fiber network deployments, subscribe to Lightwave’s Service Providers and Datacom/Data Center newsletters.

Sponsored Recommendations

Coherent Routing and Optical Transport – Getting Under the Covers

April 11, 2024
Join us as we delve into the symbiotic relationship between IPoDWDM and cutting-edge optical transport innovations, revolutionizing the landscape of data transmission.

Data Center Network Advances

April 2, 2024
Lightwave’s latest on-topic eBook, which AFL and Henkel sponsor, will address advances in data center technology. The eBook looks at various topics, ranging...

Supporting 5G with Fiber

April 12, 2023
Network operators continue their 5G coverage expansion – which means they also continue to roll out fiber to support such initiatives. The articles in this Lightwave On ...

FTTx Deployment Strategies

March 29, 2023
Cable operators continue to deploy fiber in their networks at anincreasing rate. As fiber grows in importance, proper choices regardinghow to best fit fiber to the home together...