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Google Contact Center AI Platform
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What Google Contact Center AI Platform is
Google Contact Center AI Platform is a cloud-native service that queues and routes customer interactions across voice and digital channels. It supports voice, chat, and SMS, and provides web and mobile SDKs for embedding customer support into apps. Its AI capabilities include omnichannel routing, virtual agents, Agent Assist, and Insights. Embedded customer journeys can combine agent interactions with media sharing and secure payments.
Google documents integrations with Salesforce, Zendesk, Microsoft Dynamics, Kustomer, and HubSpot. The Salesforce integration can look up customer records, map session data to CRM records, and open cases automatically for calls or chats. The Apps API includes endpoints for agent status, calls, campaigns, chats, co-browse, contact data, SMS, and wait times. Documented instance capacities range from 250 to 100,000 concurrent call or chat sessions. Production instances are billed monthly based on concurrent agents, named agents, or minutes used; telephony charges depend on consumption. Pricing is on request, and there is no free plan. A free trial is available, subject to non-production, session, telephony, and time limits.
Who it suits
It suits organizations that need to queue and route customer support across voice, chat, and SMS, with options for AI capabilities and app-embedded support. Teams using one of the documented CRM integrations or needing an instance sized for concurrent calls or chats may also find its capabilities relevant.
What it does well
- Supports voice, chat, and SMS interactions.
- Includes AI routing, virtual agents, Agent Assist, and Insights.
- Web and mobile SDKs support embedded experiences.
- Documents integrations with five CRM systems.
- Instance capacities range from 250 to 100,000 concurrent sessions.
- Apps API covers calls, chats, SMS, and other functions.
What to know first
- There is no free plan, and pricing is on request.
- Trial instances are limited to non-production use and 250 concurrent sessions.
- Telephony is billed separately by consumption.
- Time-limited trial settings are lost after 90 days.
Limits
The non-production trial supports up to 250 concurrent sessions, cannot carry production traffic, and bills telephony separately. A time-limited trial expires after 90 days, and its configuration settings are lost; trial and sandbox editions are excluded from the stated 99.9% monthly uptime SLA.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Contact Center AI Platform | 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 | On request |
As cloud.google.com lists them, read 11 Oct 2026. The maker's own page has the final word.
Getting started
- Visit https://cloud.google.com/solutions/contact-center-ai-platform.
- Request pricing for a production instance.
- Choose a documented instance size and billing basis with Google.
- For a trial, use a non-production instance with up to 250 concurrent sessions.
- Connect supported channels and, if needed, a documented CRM integration or SDK.
Verdict
Choose Google Contact Center AI Platform if your contact center needs voice and digital channel routing, AI capabilities, and CRM or app integrations. Look elsewhere if you need a free plan or a trial instance for production use; production pricing requires a quote and telephony is charged by consumption.
Questions
How much does Google Contact Center AI Platform cost?
Pricing is on request. Production instances are billed monthly based on concurrent agents, named agents, or minutes used, and telephony is charged according to consumption.
Is there a free plan or trial?
There is no free plan, but a free trial is available. Trial instances have non-production and capacity limits, and telephony is billed separately.
Which channels does it support?
It supports voice, chat, and SMS. The digital channel scope is omnichannel.
Which CRM systems are documented as integrations?
The documented integrations are Salesforce, Zendesk, Microsoft Dynamics, Kustomer, and HubSpot.
What are the trial limits?
Non-production trial instances support up to 250 concurrent sessions and cannot be used for production traffic. A time-limited trial expires after 90 days, when its configuration settings are lost.
What platforms are listed?
The listed platforms are Android, API, iOS, and web.
Facts from Google Contact Center AI Platform's own pages
- AI capabilities
- The platform offers AI-based omnichannel routing, virtual agents, Agent Assist, and Insights capabilities. · docs.cloud.google.com, 11 Oct 2026
- API
- The Apps API includes endpoints for agent status, calls, campaigns, chats, co-browse, contact data, SMS, and wait times. · docs.cloud.google.com, 11 Oct 2026
- Authentication
- SDK end-user authentication uses a signed JSON Web Token to identify users and grant API access. · docs.cloud.google.com, 11 Oct 2026
- Browser support
- The agent experience supports current Chrome, Safari, and Firefox browsers, with Google recommending the latest Chrome version. · docs.cloud.google.com, 11 Oct 2026
- Capacity limits
- Documented instance sizes range from 250 to 100,000 concurrent call or chat sessions. · docs.cloud.google.com, 11 Oct 2026
- Channels
- The platform supports voice, chat, and SMS, with web and mobile SDKs for customer support experiences. · cloud.google.com, 11 Oct 2026
- CRM integrations
- Google documents integrations with Salesforce, Zendesk, Microsoft Dynamics, Kustomer, and HubSpot. · docs.cloud.google.com, 11 Oct 2026
- Digital channel scope
- omnichannel · cloud.google.com, 23 Sept 2026
- Embeddable experience
- Businesses can embed voice and digital support into apps, including customer journeys with agent interactions, media sharing, and secure payments. · cloud.google.com, 11 Oct 2026
- Founded
- 2022 · cloud.google.com, 28 Sept 2026
- Free plan
- No · cloud.google.com, 23 Sept 2026
- Headquarters
- Mountain View, California, United States · cloud.google.com, 28 Sept 2026
- Inbound calling
- Yes · cloud.google.com, 23 Sept 2026
- IVR builder
- Yes · cloud.google.com, 23 Sept 2026
- Outbound dialer
- Yes · cloud.google.com, 23 Sept 2026
- 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. · docs.cloud.google.com, 11 Oct 2026
- Security
- VPC Service Controls can help mitigate data exfiltration risk by restricting exchanges between an instance and Google Cloud services outside its perimeter. · docs.cloud.google.com, 11 Oct 2026
- Service availability
- The CCaaS instance SLA specifies a monthly uptime percentage of at least 99.9%; trial and sandbox editions are excluded. · cloud.google.com, 11 Oct 2026
- Time-limited trial
- A time-limited trial instance expires after 90 days, and its configuration settings are lost when it expires. · docs.cloud.google.com, 11 Oct 2026
- Trial limits
- Non-production trial instances support up to 250 concurrent sessions, are not permitted for production traffic, and telephony is billed separately. · docs.cloud.google.com, 11 Oct 2026
- What it does
- CCAI Platform is a cloud-native contact center service that queues and routes customer interactions across voice and digital channels. · docs.cloud.google.com, 11 Oct 2026
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