Kapture CX Teams Up with Google Cloud to Customer Experiences

Kapture CX, a leading GenAI-powered customer experience (CX) automation platform, has announced a collaboration with Google Cloud to deliver advanced, AI-driven customer experience solutions across various industries. As part of this partnership, Kapture CX's market-leading CX and CRM software is now available on Google Cloud Marketplace, providing organizations of all sizes with powerful tools for seamless customer support.

The collaboration comes at a time when businesses, particularly in retail and BFSI sectors, are focusing on digital transformation to meet evolving customer expectations. Kapture CX is revolutionizing the customer journey by offering personalized, secure, and efficient support across multiple channels. Over 1,000 customers currently use the platform to streamline interactions and empower support teams through GenAI-powered automation.

A key aspect of the partnership involves the integration of Google Cloud's Dialogflow CX and Contact Center AI (CCAI) into Kapture CX’s platform. These technologies will enable brands to deliver more natural, contextual, and personalized customer interactions through virtual agents.

Additionally, the platform will allow businesses to manage CX channels—such as web, messaging, and email—more efficiently, accelerating deployment and scaling capabilities.

“This partnership with Google Cloud aligns with our commitment to delivering high customer satisfaction while improving operational efficiency,” said Gaurav Juneja, CRO & Head of Partnerships at Kapture CX. “By combining our expertise with Google’s cutting-edge AI, we aim to help businesses create seamless omnichannel customer experiences.”

Bikram Singh Bedi, Vice President and Country MD at Google Cloud India, added, “It’s exciting to see Kapture CX leveraging our technology to offer innovative solutions to a diverse customer base.”

Incorporating Google’s CCAI platform, Kapture CX will provide brands with a highly secure, unified solution for automating and managing large volumes of customer interactions, helping businesses deliver intelligent multimodal experiences across all channels.

Impact on Retail, BFSI, and Other Key Industries

The partnership holds significant potential for industries undergoing rapid digital transformation, particularly retail and BFSI (Banking, Financial Services, and Insurance). These sectors are increasingly focused on meeting rising customer expectations through seamless, personalized experiences across various touchpoints.

In retail, the integration of AI-powered tools like Dialogflow CX and Contact Center AI (CCAI) enables brands to deliver more engaging, real-time customer interactions, from personalized product recommendations to efficient handling of inquiries and complaints across digital channels. This not only boosts customer satisfaction but also drives brand loyalty in an intensely competitive market.

For the BFSI sector, where security, efficiency, and customer trust are paramount, Kapture CX’s AI-driven solutions allow financial institutions to manage high volumes of interactions securely while offering personalized, context-aware support. Virtual agents powered by AI can assist customers with routine inquiries, freeing up human agents to focus on more complex tasks. This improves operational efficiency and helps institutions stay agile in a fast-evolving landscape.

Other sectors, such as travel, energy, and consumer durables, will also benefit from the ability to scale their customer support operations while ensuring consistent, high-quality experiences across multiple channels. The partnership enables these businesses to streamline customer journeys, reduce response times, and adapt quickly to changing customer needs, positioning them for long-term success in a digital-first world.