Transforming Contact Center Intelligence with BigQuery and Contact Center AI
In today's hyper-connected world, contact centers have evolved from reactive customer service departments into data-driven experience hubs. As organizations accelerate their digital transformation efforts, one challenge continues to surface— managing and extracting meaningful insights from massive volumes of contact center data . This is where Google BigQuery , when combined with Contact Center AI (CCAI) solutions from CloudSens , becomes a game changer. The Challenge: Data Deluge in Modern Contact Centers Modern contact centers generate enormous amounts of data every day. Each interaction—whether via call, chat, email, or social media—creates a rich data stream. From agent performance metrics to customer sentiment and resolution timelines, the information holds critical insights for improving operational efficiency and customer satisfaction. However, most of this data remains underutilized. Reasons include: Siloed storage systems Lack of real-time ana...