Contact Center AI Platform Google Cloud Contact Center as a Service
Legacy names Contact Center AI Platform, CCAI Platform
Full-stack AI-driven contact center platform for omnichannel queuing, routing, and CRM integration.
Naming timeline
- Contact Center AI Platform (CCAI Platform)
Full-stack omnichannel contact center routing and CRM-integrated platform launched on contactcenteraiplatform.googleapis.com.
- Google Cloud Contact Center as a Service (Google Cloud CCaaS)Current name
Positioned as Google Cloud Contact Center as a Service (Google Cloud CCaaS / CCaaS (CCAI Platform)) integrated with Gemini Enterprise for Customer Experience.
What is Contact Center AI Platform called now?
Contact Center AI Platform is now called Google Cloud Contact Center as a Service, with the latest change in October 2025. Earlier names covered by this entry also include CCAI Platform. Full-stack AI-driven contact center platform for omnichannel queuing, routing, and CRM integration. Only the customer-facing name changed; the underlying technical identifiers remain backward compatible.
Also known as
- CCaaS (CCAI Platform)
Technical identifiers
Technical identifiers unchanged. Only the customer-facing product name changed; the APIs, CLI commands, IAM roles and Terraform resources below keep their legacy identifiers for backward compatibility.
| REST / gRPC APIs | contactcenteraiplatform.googleapis.com |
|---|---|
| IAM Predefined Roles | roles/contactcenteraiplatform.* |
| Terraform Resources | google_contact_center_ai_platform_contact_center |
Underlying API endpoint remains contactcenteraiplatform.googleapis.com.
Notes & disambiguation
- Rebranded in Google Cloud documentation headers and navigation as 'Google Cloud Contact Center as a Service' ('Google Cloud CCaaS' / 'CCaaS (CCAI Platform)'), operating alongside Gemini Enterprise for Customer Experience.
- Underlying API, IAM roles, and Terraform resources retain contactcenteraiplatform.googleapis.com and google_contact_center_ai_platform_contact_center.
Sources & official documentation
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