MetriNote – Google Adds More AI, CCaaS Features to Customer Engagement Suite

Author: Beth Schultz, VP of Research and Principal Analyst

What's the news?

March 12, 2025 – In a pre-Enterprise Connect 2025 announcement, Google Cloud introduced a host of AI-enabled capabilities for the Customer Engagement Suite with Google AI application introduced last fall. The announcement includes new conversational agent, agent assist, conversational insights, and contact center-as-a-service (CCaaS) capabilities, reflective of the end-to-end scope of the Customer Engagement Suite.

• For conversational agents, enhancements are: 30 new natural-sounding voices, with different tones; a unified console for building hybrid agents using generative AI and rules-based controls, plus console updates for observability, evaluation, and test-case instrumentation; four prebuilt agents, for booking flights, movie ticketing, shopping assistance, and appointment booking; and more than 30 out-of-the-box data retrieval connectors for augmenting agent knowledge and 70-plus action connectors for automating agent actions
• For agent assist and conversational insights, enhancements are: AI-powered contextual coaching and training
• For CCaaS, enhancements are: web and voice co-browsing; customizable dashboarding and enhanced reporting, powered by Google Cloud’s Looker business intelligence and data visualization tool; and a standalone agent desktop providing an omnichannel and multimodal interface with agent assist and integration to third-party data sources