Google Cloud Contact Center AI, supported by Bell's expert
Professional and Managed Services teams, brings more intelligence
and automation to help Bell, and the businesses they serve,
digitally transform customer and employee experiences
MONTRÉAL, April 9,
2024 /PRNewswire/ - Bell
Canada today 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.
Providing rich conversational experiences and analytics, Google
CCAI from Bell offers scalability and flexibility that can be added
to existing contact centre environments and to cloud contact
centres of any size.
Google's CCAI solutions can deliver exceptional outcomes,
as Bell has experienced with its own implementation. Bell will work
with customers to customize use cases that leverage the power of
the innovative technical solutions available with Google CCAI from
Bell, including:
- Virtual Agent – Natural-sounding virtual agents reduce
call volumes and accelerate time-to-resolution by collecting key
information to answer simple customer queries, freeing human agents
to handle more complex issues. When customers do need to speak to
an agent, they'll reach one faster and be automatically directed to
the agent with the right expertise to solve their issue.
- Agent Assist – A virtual supervisor of sorts, Agent
Assist uses real-time natural language processing to determine
customer needs and sentiment and offers step-by-step
recommendations to help agents deliver the best responses and
solutions with confidence. Faster agent onboarding, improved
customer experience, reduced callbacks for the same issue, and
improved sales are proven outcomes of Agent Assist.
- Analytics and Insights – Actionable insights into
customer experience and sentiment help managers and agents learn
from every interaction. Analyses of interactions provide a better
understanding of business trends, interaction drivers, traffic, and
other key metrics. Insights support strategic business decisions,
tailored agent coaching, and result in more data-driven workforce
planning and management.
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.
As a Premier Level Partner for Google Cloud in the Sell
Engagement Model and 2024 Google Cloud sales Partner of the Year -
Canada recipient, Bell offers enhanced expertise within Google
Cloud. Bell will now add Google CCAI solutions to its Contact
Centre Practice, which has a proven track record of successful
premise and cloud contact centre implementations with a commitment
to customer satisfaction.
"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.
The availability of Google CCAI is a significant milestone for
Bell as the company continues to support Canadian businesses in
their digital transformation journey with next-generation
solutions. Bell itself is undergoing a company-wide digital
transformation, and in addition to Google CCAI services, is in the
process of deploying other solutions within its contact centres,
including Google Cloud Contact Centre AI Platform. Join Bell at
this year's Google Cloud Next conference starting today
(April 9-11, 2024) to learn more
about how these AI solutions are driving digital transformation
among Canadian businesses, and why Bell looks to leverage these
same solutions internally.
About Bell
Bell is Canada's largest communications company,1
providing advanced broadband Internet, wireless, TV, media, and
business communication services throughout the country. Founded in
Montréal in 1880, Bell is wholly owned by BCE Inc. To learn more,
please visit Bell.ca or BCE.ca.
Through Bell for Better, we are investing to create a
better today and a better tomorrow by supporting the social and
economic prosperity of our communities. This includes the Bell
Let's Talk initiative, which promotes Canadian mental health with
national awareness and anti-stigma campaigns like Bell Let's Talk
Day and significant Bell funding of community care and access,
research, and workplace leadership initiatives throughout the
country. To learn more, please visit Bell.ca/LetsTalk.
1 Based on total revenue and total combined
customer connections.
Media inquiries
Bell
media@bell.ca
Investor inquiries
Richard
Bengian, Bell
richard.bengian@bell.ca
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SOURCE Bell Canada