contact-center-ai
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Cresta Wants Every Agent to Sound Like Your Best One
Born in Stanford's AI lab and now worth $1.6 billion, Cresta listens to every call in a contact center and coaches humans in real time - while quietly building the AI agents meant to replace some of those calls entirely.
The Google CX Product Maze, Finally Mapped
A plain-language map of Google's confusingly named customer-experience AI portfolio. It untangles CCAI, Agent Assist, CX Agent Studio and Gemini Enterprise for CX, explaining what each one actually is and what a buyer gets. It also clarifies UJET's unusual position: Google Cloud sells Google Cloud CCaaS powered by UJET as a first-party offering, which is a different relationship than being one of many logos in a marketplace.
Three Words, Three Meanings: The Quiet Fiction of 'Built on Google Cloud'
"Built on Google Cloud" gets stamped on countless vendor slides, but the phrase hides at least three very different relationships: renting infrastructure as an ordinary GCP tenant, holding a Google Cloud Marketplace listing, or being co-built and resold by Google as its own first-party product. Buyers can't tell them apart from a logo. This piece unpacks the distinction and shows where UJET actually sits: Google sells Google Cloud CCAI Platform, powered by UJET, as its own contact center offering, managed, delivered and supported by Google, a level of commitment that a marketplace listing or shared hosting does not confer.