Latest news with #CustomerEngagementSuite
Yahoo
07-05-2025
- Business
- Yahoo
Optimum expands collaboration with Google Cloud
Optimum has expanded its collaboration with Google Cloud to introduce intelligent, AI-driven customer service using generative AI technology. The partnership aims to create an intelligent and personalised customer experience across web interactions, mobile apps, call centres, and in-person kiosks. As part of the multiyear agreement, Optimum will implement Google Cloud's generative AI tools, including the Customer Engagement Suite, Vertex AI platform, and Gemini models. The goal is to develop a more personalised and responsive customer service system, said Optimum. The initiative's central aspect is the development of human-centred tools using Google Cloud's generative AI technology and Optimum's virtual AI agent, AVA. These tools are intended to assist customer service representatives by offering real-time support and relevant suggestions. Optimum expects the integration of Google Cloud's generative AI to help meet customer needs through an automatically updated knowledge base. Customers are also expected to benefit from seamless interactions across various channels. The technology will support the continuation of conversations across platforms such as websites, messaging apps, and social media - even over multiple days, with AI guiding the next best actions, Optimum added. Additionally, the new tools will offer analytical insights to identify areas for service improvement and enhance the understanding of customer behaviours. Optimum Business Services, News & Advertising president Keith Bowen said: 'By leveraging Google Cloud's AI technology, we are not only improving efficiency but also fostering deeper, more meaningful customer relationships, while simplifying how our teammates serve our customers. 'We're excited about where this partnership can take us in our journey to be the connectivity provider of choice for consumers and businesses in every community that we serve.' Google Cloud Global Generative AI GTM vice-president Oliver Parker said: 'By using our AI-powered solutions, Optimum is ensuring that its customers receive the support they need, when and where they need it, making interactions more intuitive, and ultimately, more satisfying.' "Optimum expands collaboration with Google Cloud" was originally created and published by Verdict, a GlobalData owned brand.
Business Wire
06-05-2025
- Business
- Business Wire
Optimum and Google Cloud Collaborate to Transform Optimum's Customer Experience with AI Innovation
LONG ISLAND CITY, N.Y. & SUNNYVALE, Calif.--(BUSINESS WIRE)--Today, Optimum and Google Cloud announced an expanded collaboration to build an intelligent and personalized customer experience across web interactions, mobile apps, call centers, and in-person kiosks. Optimum will use Google Cloud's generative AI (gen AI) technology – including Google's Customer Engagement Suite, Vertex AI platform and Gemini models – to improve customer service and ultimately build stronger, more personal relationships with customers. This multi-year agreement marks a significant step in Optimum's commitment to providing cutting-edge, AI-driven solutions that enhance customer interactions and satisfaction. Optimum is building human-centered tools with Google Cloud's gen AI technology and Optimum's virtual AI agent, AVA, that will function as an intelligent AI partner for customer service representatives, delivering optimal guidance and relevant offers. These tools are already helping deliver faster resolution times, handling more than 50 percent of customer inquiries today. These new tools are expected to improve customer interactions and make the job easier for employees by: Providing helpful and personalized support: Google Cloud's gen AI will help Optimum anticipate customer needs by automatically creating and updating an intelligent knowledge base. This will give customer service representatives contextually relevant insights in real-time, so they can provide customers with useful answers even before they ask. Making interactions more understanding: With real-time AI-powered sentiment analysis, Optimum can ensure that customer interactions with AI agents are empathetic, understanding, and responding correctly to how customers are feeling. Creating seamless experiences across all channels: Customers will be able to start a conversation on one channel (like a website, messaging app, or social media) and continue it on another – even days later. AI will suggest the best next steps to ensure a smooth and consistent experience. Using AI-driven insights to enhance service quality and gain deeper customer understanding: AI will identify opportunities for service improvement and better customer interactions, leading to higher satisfaction. This will provide Optimum with valuable insights into customer behavior and the performance of both human and AI agents, enabling targeted service enhancements. 'Optimum is committed to delivering the best possible experience for our customers, and our expanded and deepened partnership with Google Cloud is a testament to that mission,' said Keith Bowen, president of Business Services, News & Advertising, Optimum. 'By leveraging Google Cloud's AI technology, we are not only improving efficiency but also fostering deeper, more meaningful customer relationships, while simplifying how our teammates serve our customers. We're excited about where this partnership can take us in our journey to be the connectivity provider of choice for consumers and businesses in every community that we serve.' 'Customer service is one of the most critical differentiators for telecommunications companies today,' said Oliver Parker, vice president, Global Generative AI GTM, Google Cloud. 'By using our AI-powered solutions, Optimum is ensuring that its customers receive the support they need, when and where they need it, making interactions more intuitive, and ultimately, more satisfying. We're pleased to help Optimum continue to build upon its incredible customer experience.' Added Optimum's Chief Customer Experience Officer, Shu Roy, 'Over the last two years, Optimum has significantly improved the customer experience by strengthening the quality of our networks, products, and support solutions, leading to best-in-class net promoter scores and decreasing churn. As we continue on our transformation journey, we believe that with Google Cloud's AI-driven solutions, we will fast track even more improvements in customer satisfaction and overall experience to drive business growth.' Optimum is currently undergoing a major transformation journey, with a mission to be the connectivity provider of choice in its 21-state footprint. Over two years ago, the company's customer experience faced several technological challenges to deliver the best customer services, which often led to slow response times and limitations in addressing customer needs in a timely fashion. Optimum has made significant strides since then, including a 26-point increase in its net promoter score over the past two years. Now with Google Cloud's AI-driven solutions, the company believes it can fast track more measurable improvements in its customer satisfaction and overall experience. About Optimum Optimum is a brand of Altice USA, one of the largest broadband communications and video services providers in the United States, delivering broadband, video, mobile, proprietary content and advertising services to approximately 4.6 million residential and business customers across 21 states. The company operates Optimum Media, an advanced advertising and data business, which provides audience-based, multiscreen advertising solutions to local, regional and national businesses and advertising clients. Altice USA also offers hyper-local through its News 12 Networks. About Google Cloud Google Cloud is the new way to the cloud, providing AI, infrastructure, developer, data, security, and collaboration tools built for today and tomorrow. Google Cloud offers a powerful, fully integrated and optimized AI stack with its own planet-scale infrastructure, custom-built chips, generative AI models and development platform, as well as AI-powered applications, to help organizations transform. Customers in more than 200 countries and territories turn to Google Cloud as their trusted technology partner.
Yahoo
11-04-2025
- Business
- Yahoo
Accenture expands Google Cloud partnership
Accenture has deepened its strategic alliance with Google Cloud, unveiling a suite of new capabilities designed to assist organisations in scaling advanced cloud and AI technologies. The new offerings span five main areas, including agentic AI, customer experience modernisation, wide area network (WAN) services, Google Distributed Cloud (GDC) solutions, and mainframe modernisation. As part of the expansion, Accenture is broadening its catalogue of agent solutions tailored to specific industries and functions. These solutions leverage Google Agentspace and Gemini's reasoning models and are available through the joint Accenture Google Gen AI Centre of Excellence. Accenture's AI Refinery platform also supports Google Cloud's new Agent2Agent interoperability protocol, allowing AI agents to interact more effectively with a range of applications. In customer experience, Accenture is launching tools that use its GenWizard platform and Google's Customer Engagement Suite. These tools facilitate the migration of legacy contact systems to Contact-Center-as-a-Service, allow deployment of AI agents, implementation of gen AI-based testing and analytics frameworks, and provide omni-channel analytics capabilities. Accenture is also introducing packaged solutions based on GDC that are aimed at sectors including public services, manufacturing, and utilities. In networking, Accenture is incorporating Google Cloud's new Cloud WAN service into its Cloud Network Operator platform. This provides enterprises with secure connectivity to applications while enhancing operations, security, governance, and compliance. For mainframe modernisation, Accenture is using Gemini-powered tools to enhance its GenWizard platform. This will accelerate the analysis and assessment of mainframe inventories, code conversion, and reverse engineering processes, benefiting industries like banking, health, and retail. Accenture is also applying these technologies internally. Its research team, in collaboration with Kensho, S&P Global's AI hub, is using Google's third-party grounding capability to integrate S&P Global financial data into research models. This approach enhances access to reliable data with traceability. In March 2025, Accenture expanded its footprint and AI capabilities in the Nordic region with the acquisition of AI company Halfspace. Halfspace is engaged in developing AI and generative AI solutions that simplify complex business workflows. "Accenture expands Google Cloud partnership" was originally created and published by Verdict, a GlobalData owned brand. The information on this site has been included in good faith for general informational purposes only. It is not intended to amount to advice on which you should rely, and we give no representation, warranty or guarantee, whether express or implied as to its accuracy or completeness. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Yahoo
09-04-2025
- Business
- Yahoo
Capgemini expands strategic partnership with Google Cloud to revolutionize CX across industries with agentic AI
Press contact:Mollie MellowsTel.: + 44 (0) 7342 709384E-mail: Capgemini expands strategic partnership with Google Cloud to revolutionize CX across industries with agentic AI Paris, April 9, 2025 – Capgemini today announced a strategic agentic AI initiative with Google Cloud to transform customer experience (CX) into a key value driver for clients. Building on its existing partnership, Capgemini will create industry-specific agentic AI solutions designed to handle customer requests across all communication channels (web, social, phone etc.) and improve employee productivity. Underpinned by Google Cloud's AI technology, Capgemini will develop bespoke solutions designed to enhance customer services with intelligent automation and deep customer insights, enabling organizations to deliver more personalized, efficient, and effective CX to elevate brand perception, increase loyalty, and drive revenue growth. A recent report by the Capgemini Research Institute found that although customer service is considered strategically important, less than half of organizations feel prepared to integrate AI and generative AI into the function.1 Recognized as the Global Industry Solution Partner of the Year 2025 by Google Cloud, Capgemini will combine its deep industry expertise and technical capabilities to develop solutions powered by Google Agentspace and Customer Engagement Suite with Google AI. This will accelerate adoption of secure, trusted agentic AI capabilities that are interoperable with a client's existing technology infrastructure and can support a variety of industry and regulatory needs. The agentic AI solutions will be designed to significantly optimize business processes and unlock commercial value by enhancing organizations' own search capabilities, automating complex workflows, as well as understanding and proactively anticipating customer needs. 'Capgemini is entering the next phase of its strategic partnership with Google Cloud and this new collaboration focuses on driving revenue for our clients by elevating customer service to a strategic value driver in industries where CX is paramount,' said Fernando Alvarez, Chief Strategy and Development Officer and Group Executive Board Member at Capgemini. 'The customer service function is undergoing a transformative shift as business leaders increasingly recognize its importance in unlocking commercial potential. Agentic systems can play a key role in this, and the future of customer service will require a strategic blend of human and virtual agents, enhanced by generative and agentic AI. By understanding the potential of agentic AI and the business realities of our clients, we're expertly placed to maximize its value and deliver genuine impact.' "Businesses require a combination of technical expertise and advanced technology to fully realize the benefits of agentic AI within their current IT infrastructure. Through Agentspace and our new Agent2Agent interoperability protocol, our partnership with Capgemini will provide clients with AI solutions that drive long-term value across industries,' said Kevin Ichhpurani, President, Global Partner Organization, Google Cloud. Primarily focused on telco, retail, and financial services, the partnership is intended to expand into further industries such as life sciences and utilities, with a goal of accelerating business outcomes by enabling customer services transformation. This includes areas such as: Improving productivity in telco: New solutions to optimize call routing and resolution in contact centers by leveraging conversational AI to improve intent and understanding, increase call containment and assist agents. Organizations can benefit from reduced handling time and improved first-call resolution rates, while human agents are freed-up to focus on higher value tasks. Capgemini's research finds that around 9 in 10 organizations using gen AI are already seeing improved first contact resolution rates or expecting to see this benefit in the future.1 Personalizing CX in retail: AI agents to help better personalize shopping experiences by using AI to analyze customer data and provide tailored product recommendations, promotions, and support interactions across all channels (online, in-store, mobile). Enhancing security in financial services Using Google Cloud's AI, financial services clients can improve risk assessment and fraud detection with agents that analyze customer transactions and identify suspicious patterns, improving security and regulatory compliance. Google Cloud's new Agent2Agent interoperability protocol will enable AI agents to successfully communicate with one another, safely exchange information, and coordinate actions no matter which platform they are running on or built on top of. As agentic AI becomes more widely adopted, this protocol will ensure agent functionality across diverse and separate data sources and applications. Google Cloud recognizes Capgemini as a trusted partner for driving clients' large-scale transformation, with the company winning three Google Cloud Partner of the Year awards in 2025. The awards celebrate Capgemini's expertise in creating compelling solutions that make an impact for joint clients worldwide: Global Industry Solutions Partner of the Year Global Industry Solutions Partner of the Year for Sustainability Country Partner of the Year in Denmark About CapgeminiCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 The Future You Want | 1 'Unleashing the value of customer service: The transformative impact of Gen AI and Agentic AI', Capgemini Research Institute, March 2025 Attachment 04_09_Capgemini News Alert_Google Cloud Agentic AI
TECHx
08-02-2025
- Business
- TECHx
ServiceNow Expands AI Partnership with Google Cloud - TECHx Media ServiceNow Expands AI Partnership with Google Cloud
ServiceNow (NYSE: NOW) and Google Cloud have announced an expanded partnership to enhance enterprise AI capabilities. This collaboration brings the Now Platform and ServiceNow's full suite of workflows to Google Cloud Marketplace, while also making its Customer Relationship Management (CRM), IT Service Management (ITSM), and Security Incident Response (SIR) solutions available on Google Distributed Cloud (GDC). By leveraging Google Cloud's AI infrastructure, ServiceNow aims to deliver AI-powered experiences to millions of users, integrating its platform with BigQuery, Google Workspace, and Vertex AI to drive automation, data intelligence, and workflow optimization. The integration of ServiceNow's Workflow Data Fabric with BigQuery will allow businesses to unify critical data, providing real-time, secure access for AI-driven decision-making. Customers will benefit from enhanced automation in areas such as customer service, supply chain optimization, and predictive maintenance. The partnership also introduces a zero-copy integration, allowing businesses to enrich workflows in ServiceNow with data from BigQuery, supporting use cases like fraud detection and network outage resolution. ServiceNow CRM will integrate with Google AI's Customer Engagement Suite to automate and personalize customer interactions across multiple channels. New AI-powered capabilities will streamline self-service voice and chat conversations, improving customer service experiences. Additionally, ServiceNow's integration with Google Workspace will enable users to access and export data seamlessly within Google Sheets and Google Chat, reducing friction and improving efficiency for IT and HR teams. ServiceNow plans to launch on Google Cloud Marketplace throughout Q2 and Q3 in various regions. New integrations with BigQuery, Customer Engagement Suite, and Workspace are expected to be available later this year. The availability of ServiceNow CRM, ITSM, and SIR modules on Google Distributed Cloud in Google Operated and Partner Operated models is also anticipated in the coming months. This strategic partnership between ServiceNow and Google Cloud reinforces the role of generative AI in enterprise transformation, driving innovation, automation, and productivity across industries.
