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Google Contact Center AI Platform

cloud.google.com

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Spec score 8.6 #19 of 122 in Call Center Software

What it is

Google Contact Center AI Platform is a cloud-native service for queuing and routing customer interactions across voice and digital channels. It supports voice, chat, and SMS, with web and mobile SDKs for adding support experiences to apps. Its AI capabilities include omnichannel routing, virtual agents, Agent Assist, and Insights. Businesses can embed agent interactions, media sharing, and secure payments in customer journeys. CRM integrations include Salesforce, Zendesk, Microsoft Dynamics, Kustomer, and HubSpot; Salesforce integration can find customer records, connect session data to CRM records, and open cases for calls or chats. The Apps API includes endpoints for agents, calls, campaigns, chats, co-browsing, contact data, SMS, and wait times. Documented instance sizes range from 250 to 100,000 concurrent call or chat sessions. Pricing is on request, with no free plan and a free trial. Trial instances are non-production, capped at 250 concurrent sessions, and telephony is billed separately. Time-limited trials expire after 90 days, taking their configuration with them.

Spec sheet

What it does
CCAI Platform is a cloud-native contact center service that queues and routes customer interactions across voice and digital channels.Read 11 Oct 2026 · docs.cloud.google.com
Free plan
NoRead 23 Sep 2026 · cloud.google.com
API
The Apps API includes endpoints for agent status, calls, campaigns, chats, co-browse, contact data, SMS, and wait times.Read 11 Oct 2026 · docs.cloud.google.com
Security
VPC Service Controls can help mitigate data exfiltration risk by restricting exchanges between an instance and Google Cloud services outside its perimeter.Read 11 Oct 2026 · docs.cloud.google.com
Headquarters
Mountain View, California, United StatesRead 28 Sep 2026 · cloud.google.com
Founded
2022Read 28 Sep 2026 · cloud.google.com
AI capabilities
The platform offers AI-based omnichannel routing, virtual agents, Agent Assist, and Insights capabilities.Read 11 Oct 2026 · docs.cloud.google.com
Authentication
SDK end-user authentication uses a signed JSON Web Token to identify users and grant API access.Read 11 Oct 2026 · docs.cloud.google.com
Browser support
The agent experience supports current Chrome, Safari, and Firefox browsers, with Google recommending the latest Chrome version.Read 11 Oct 2026 · docs.cloud.google.com
Capacity limits
Documented instance sizes range from 250 to 100,000 concurrent call or chat sessions.Read 11 Oct 2026 · docs.cloud.google.com
Channels
The platform supports voice, chat, and SMS, with web and mobile SDKs for customer support experiences.Read 11 Oct 2026 · cloud.google.com
CRM integrations
Google documents integrations with Salesforce, Zendesk, Microsoft Dynamics, Kustomer, and HubSpot.Read 11 Oct 2026 · docs.cloud.google.com
Digital channel scope
omnichannelRead 23 Sep 2026 · cloud.google.com
Embeddable experience
Businesses can embed voice and digital support into apps, including customer journeys with agent interactions, media sharing, and secure payments.Read 11 Oct 2026 · cloud.google.com
Inbound calling
YesRead 23 Sep 2026 · cloud.google.com
IVR builder
YesRead 23 Sep 2026 · cloud.google.com
Outbound dialer
YesRead 23 Sep 2026 · cloud.google.com
Salesforce integration
The Salesforce integration can look up customer records, map session data to CRM records, and automatically open a case for calls or chats.Read 11 Oct 2026 · docs.cloud.google.com
Service availability
The CCaaS instance SLA specifies a monthly uptime percentage of at least 99.9%; trial and sandbox editions are excluded.Read 11 Oct 2026 · cloud.google.com
Time-limited trial
A time-limited trial instance expires after 90 days, and its configuration settings are lost when it expires.Read 11 Oct 2026 · docs.cloud.google.com
Trial limits
Non-production trial instances support up to 250 concurrent sessions, are not permitted for production traffic, and telephony is billed separately.Read 11 Oct 2026 · docs.cloud.google.com

Plans and prices

Contact Center AI Platform Priced on request Instances are billed monthly; the charging model can be based on concurrent agents, named agents, or minutes used. Telephony is charged according to consumption. Production instance size and quota required · Telephony charges depend on consumption · Request a quote Read 11 Oct 2026 · docs.cloud.google.com

Every Google Contact Center AI Platform plan and price →

Strong points and limits

Strong points

  • Supports voice, chat, and SMS channels.
  • Includes virtual agents, Agent Assist, and Insights.
  • Connects with five documented CRM systems.
  • API covers calls, chats, campaigns, and SMS.
  • Production instances support up to 100,000 sessions.

Limits

  • No free plan; pricing is on request.
  • Trial instances are not for production traffic.
  • Trial telephony is billed separately.
  • Trial configuration is lost after 90 days.

Who it suits

It suits organizations routing voice and digital support interactions that need CRM connections, embedded app experiences, or AI-assisted contact-center capabilities. Buyers should account for telephony consumption charges and the trial's non-production restriction.

Verdict

The platform combines omnichannel routing, AI capabilities, APIs, and CRM integrations in a cloud contact center. Pricing requires a quote, and trial capacity and usage restrictions matter before production planning.

Where Specifiction places it

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