Accenture and Google expand on the Accenture Google Cloud Business Group (AGBG) with solutions to help enterprises in 3 main areas-- multi-channel customer interactions, data management and hyper-personalisation in market, sales and services.
The first priority area of focus is to help clients enable multi-channel customer interactions and improve access to self-service and issue resolution capabilities. The effort leverages Google Cloud Contact Center AI (CCAI), a solution enabling end-to-end customer interaction across voice and digital channels.
In addition, Google Cloud AI and data management capabilities will allow Accenture to build solutions to help clients use data to better understand customers. The solutions break down data silos across customers, channels and products, and provide a 360-degree view of customers, generating new insights.
The two companies are also working on hyper-personalisation-- a fast-emerging area helping customers transform marketing, sales and services data into contextually relevant services. Thus, organisations can turn data into business insights helping increase customer response rates, lifetime value and loyalty.
In addition, Accenture is helping Google to bring Anthos, the Google Cloud open platform, to more enterprises. Anthos lets businesses run applications on both Google Cloud Platform (GCP) with Google Kubernetes Engine (GKE) and own datcentres with GKE On-Prem, without locking customers into proprietary infrastructure.
“We’re committed to teaming with Google Cloud to bring cloud solutions to some of the world’s largest, most impactful businesses,” Accenture says. “These enterprises are on the edge of a revolution of digital transformation, and we’re excited to be working together to help them drive real business tangible results as they modernize their businesses.”
