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Google’s Contact Center AI Platform aims to optimize customer service

CIO Business Intelligence

In a bid to help enterprises optimize customer service, Google Cloud is extending its Contact Center AI (CCAI) service with the ability to integrate with CRM (customer relationship management) applications in order to provide real-time insights and data analytics. Modernizing the contact center with CCaS.

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The biggest enterprise technology M&A deals of the year

CIO Business Intelligence

Process mining giant Celonis has snapped up Process Analytics Factory, a small German company specializing in process optimization on Microsoft’s platforms. Microsoft said the acquisition will give it the building blocks for the metaverse — a term for a virtual reality space where people interact for purposes of work or entertainment.