Kapture CX partners with Google Cloud to enhance customer experience

Kapture CX, a prominent GenAI-powered customer experience (CX) automation platform in India, has announced a strategic partnership with Google Cloud to enhance customer experiences across multiple industries. The collaboration sees Kapture CX integrating Google Cloud’s Dialogflow CX (advanced) and the Contact Center AI (CCAI) Platform into its suite of offerings. This integration is designed to elevate the quality of customer interactions by enabling more natural, contextually rich, and personalised conversations, even with virtual agents.

This development comes as businesses across various sectors such as retail and BFSI (Banking, Financial Services, and Insurance) strive to meet the increasing demands of digital-savvy customers. Kapture CX’s platform, now available on the Google Cloud Marketplace, aims to provide a seamless, omnichannel experience, crucial for maintaining customer loyalty in the digital age. The integration of Google’s AI technologies will offer these businesses enhanced capabilities in delivering customer service, from efficient ticket management to scalable virtual agent deployment.

Gaurav Juneja, the Chief Revenue Officer and Head of Partnerships at Kapture CX, expressed his enthusiasm for the partnership, highlighting the potential for this collaboration to boost customer satisfaction and operational efficiency. He stated, “Joining hands with Google Cloud is an extension to our present commitment to achieving high-end customer satisfaction and reducing cost by improving operational efficiency. This integration marks a pivotal step in our journey that will help us combine our expertise with Google’s cutting-edge AI and empower businesses to delight the customers with a turnkey omnichannel contact centre.”

Google’s Dialogflow CX will be integrated with features from the Vertex AI Agent Builder, allowing businesses to facilitate more evolved customer engagement. This technology enables companies to manage customer interactions across diverse channels such as web, messaging, and email efficiently. The integration of the CCAI Platform adds a layer of security and privacy, with a unified data approach to handling customer interactions, which is essential for managing large volumes of support queries.

Bikram Singh Bedi, Vice President and Country Managing Director at Google Cloud India, commented on the collaborative effort, saying, “We are always excited to see our customers build innovative products using our technology, and Kapture CX is doing just that by offering solutions to its diverse customers across sectors.”

This innovative step by Kapture CX, buoyed by Google’s advanced AI capabilities, illustrates a significant move towards digital transformation for many businesses in India. The integration offers a sophisticated platform for managing customer interactions, empowering brands to enhance their customer experience capabilities significantly. With over 1000 customers already utilising their solutions, Kapture CX continues to cement its standing as a pivotal player in the CX technology landscape.

Source: Noah Wire Services