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On the recordRead 11 Oct 202621 facts
Google Contact Center AI Platform
Mountain View, California, United States
Plans and prices
Contact Center AI Platform
Priced on request
Production instance size and quota required · Telephony charges depend on consumption · Request a quote
Read 11 Oct 2026 · docs.cloud.google.com
On the record
- AI capabilities
- The platform offers AI-based omnichannel routing, virtual agents, Agent Assist, and Insights capabilities.docs.cloud.google.com · read 11 Oct 2026
- API
- The Apps API includes endpoints for agent status, calls, campaigns, chats, co-browse, contact data, SMS, and wait times.docs.cloud.google.com · read 11 Oct 2026
- Authentication
- SDK end-user authentication uses a signed JSON Web Token to identify users and grant API access.docs.cloud.google.com · read 11 Oct 2026
- Browser support
- The agent experience supports current Chrome, Safari, and Firefox browsers, with Google recommending the latest Chrome version.docs.cloud.google.com · read 11 Oct 2026
- Capacity limits
- Documented instance sizes range from 250 to 100,000 concurrent call or chat sessions.docs.cloud.google.com · read 11 Oct 2026
- Channels
- The platform supports voice, chat, and SMS, with web and mobile SDKs for customer support experiences.cloud.google.com · read 11 Oct 2026
- CRM integrations
- Google documents integrations with Salesforce, Zendesk, Microsoft Dynamics, Kustomer, and HubSpot.docs.cloud.google.com · read 11 Oct 2026
- Digital channel scope
- omnichannelcloud.google.com · read 23 Sep 2026
- Embeddable experience
- Businesses can embed voice and digital support into apps, including customer journeys with agent interactions, media sharing, and secure payments.cloud.google.com · read 11 Oct 2026
- Inbound calling
- Yescloud.google.com · read 23 Sep 2026
- IVR builder
- Yescloud.google.com · read 23 Sep 2026
- Outbound dialer
- Yescloud.google.com · read 23 Sep 2026
- Salesforce integration
- The Salesforce integration can look up customer records, map session data to CRM records, and automatically open a case for calls or chats.docs.cloud.google.com · read 11 Oct 2026
- Security
- VPC Service Controls can help mitigate data exfiltration risk by restricting exchanges between an instance and Google Cloud services outside its perimeter.docs.cloud.google.com · read 11 Oct 2026
- Service availability
- The CCaaS instance SLA specifies a monthly uptime percentage of at least 99.9%; trial and sandbox editions are excluded.cloud.google.com · read 11 Oct 2026
- Time-limited trial
- A time-limited trial instance expires after 90 days, and its configuration settings are lost when it expires.docs.cloud.google.com · read 11 Oct 2026
- Trial limits
- Non-production trial instances support up to 250 concurrent sessions, are not permitted for production traffic, and telephony is billed separately.docs.cloud.google.com · read 11 Oct 2026
- What it does
- CCAI Platform is a cloud-native contact center service that queues and routes customer interactions across voice and digital channels.docs.cloud.google.com · read 11 Oct 2026
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