Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…
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Pricing
Google Cloud Contact Center AI
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Pricing Offerings
Google Cloud Contact Center AI
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup Fee
No setup fee
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Features
Google Cloud Contact Center AI
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Google Cloud Contact Center AI
8.4
Ratings
1% above category average
Agent dashboard
8.50 Ratings
Validate callers
7.90 Ratings
Outbound response
8.20 Ratings
Call forwarding
8.60 Ratings
Click-to-call (CTC)
8.90 Ratings
Warm transfer
8.80 Ratings
Predictive dialing
8.30 Ratings
Interactive voice response
8.40 Ratings
REST APIs
7.20 Ratings
Call scripts
8.10 Ratings
Call tracking
8.40 Ratings
Multichannel integration
8.70 Ratings
CRM software integration
8.70 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
In a specific scenario in which I would not recommend it, it would be in a hospital, since the level of margin of error must be minimal, human lives are at risk and can cost dearly if Google cloud contact center AI fails, in the scenario in which I would recommend it, it would be in that of a legal company
Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve.
Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform.
Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented.
We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.
Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.
Google is a known product that many have used and we didn't see any other competitors having the edge that they do in their products. This is seen in their customer service when it comes to learning how to use the product and they have the resources to self-learn it.
