Google has unveiled significant updates to its Customer Engagement Suite at Google Next 2025, positioning it as an end-to-end AI CX application. The enhanced suite features 30 high-definition voice models, a unified Conversational Agents console, and integration capabilities with various business systems. Lisa O'Malley, Senior Director of Product Management for Google Cloud AI, highlighted new features including human-like voices, emotional comprehension, and CRM system integration. The suite's cornerstone components - Conversational Agents, Cloud CCaaS, Agent Assist, and Conversational Insights - received major upgrades, demonstrating Google's expansion beyond traditional CCaaS offerings into broader customer engagement solutions.
Google has unveiled significant updates to its Customer Engagement Suite at Google Next 2025, positioning it as an end-to-end AI CX application. The enhanced suite features 30 high-definition voice models, a unified Conversational Agents console, and integration capabilities with various business systems. Lisa O'Malley, Senior Director of Product Management for Google Cloud AI, highlighted new features including human-like voices, emotional comprehension, and CRM system integration. The suite's cornerstone components - Conversational Agents, Cloud CCaaS, Agent Assist, and Conversational Insights - received major upgrades, demonstrating Google's expansion beyond traditional CCaaS offerings into broader customer engagement solutions.