India, October 2024: Kapture CX, India’s leading GenAI-powered CX automation platform has recently announced its collaboration with Google Cloud to provide intelligent customer experience across industries. As part of the collaboration, KaptureCX has onboarded its market-leading CX and CRM solution on Google Cloud Marketplace to offer superior, AI-powered CX and CRM software to organisations of all sizes.

With an accelerated digital transformation, digitally native brands and industries including retail, and BFSI are increasingly relying on advanced CX technology to meet rising customer expectations. This makes a seamless, omnichannel experience crucial for their brand loyalty and Kapture CX is continuing to revolutionise that space by offering personalization in optimising customer journeys and offering a fertile ground for highly secured and efficient customer support. With KaptureCX, over 1000+ customers have found a unified platform to empower their support agents to handle large volumes of interactions across multiple channels with Gen-AI powered automation.

In its forward-looking bets, Kapture CX has partnered with Google to provide CX solutions to these industries. The CX platform has undertaken a revolutionary step in the space by incorporating Google’s products Dialogue flow and CCAI into its solution.

Delighted with the announcement, Gaurav Juneja, CRO & Head of Partnerships of Kapture CX said, “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.”

As part of the strategy, Kapture CX will incorporate Google’s Dialogflow CX (advanced), augmented with built-in Gen AI features in Vertex AI Agent Builder. Subsequently, it will help the brands deliver more natural, contextual and personalised customer conversations even with virtual agents. Additionally, it will allow brands to deploy the platform across CX channels including web, messaging, email, etc. in the shortest time possible and manage their virtual agents and scale with ease.

“We are always excited to see our customers build innovative products using our technology and KaptureCX is doing just that and offering solutions to its diverse customers across sectors.”, said Bikram Singh Bedi, Vice President and Country MD at Google Cloud India

Additionally, Kapture CX will also integrate Google’s Contact Center AI (CCAI) Platform, a Contact Center as a Service (CCaaS) solution offering security and privacy, along with unified data. By enabling brands to automate and manage multiple and large volumes of tickets, the CX platform will empower brands to deliver intelligent multimodal customer experiences across channels.