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Google Cloud Contact Center AI vs. Zendesk Suite

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Google Cloud Contact Center AI

34 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Google Cloud Contact Center AI

    Score7 out of 10
    		N/AGoogle 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…N/A

    Zendesk Suite

    Score8.8 out of 10
    		N/AZendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

    $69

    per month per agent

    Pricing
    Google Cloud Contact Center AIZendesk Suite
    Editions & Modules
    No answers on this topic
    Suite Team
    $69
    per month per agent
    Suite Growth
    $115
    per month per agent
    Suite Professional
    $149
    per month per agent
    Suite Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    Google Cloud Contact Center AIZendesk Suite
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details—20% discount available with annual pricing.
    More Pricing Information
    Features
    Google Cloud Contact Center AIZendesk Suite
    Contact Center Software
    Comparison of Contact Center Software features of Google Cloud Contact Center AI and Zendesk Suite
    Feature
    Google Cloud Contact Center AI
    8.4
    13 Ratings
    Zendesk Suite
    -
    Ratings
    Agent dashboard8.513 Ratings00 Ratings
    Validate callers7.911 Ratings00 Ratings
    Outbound response8.211 Ratings00 Ratings
    Call forwarding8.611 Ratings00 Ratings
    Click-to-call (CTC)8.911 Ratings00 Ratings
    Warm transfer8.810 Ratings00 Ratings
    Predictive dialing8.39 Ratings00 Ratings
    Interactive voice response8.411 Ratings00 Ratings
    REST APIs7.211 Ratings00 Ratings
    Call scripts8.111 Ratings00 Ratings
    Call tracking8.411 Ratings00 Ratings
    Multichannel integration8.712 Ratings00 Ratings
    CRM software integration8.711 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Google Cloud Contact Center AI and Zendesk Suite
    Feature
    Google Cloud Contact Center AI
    8.5
    13 Ratings
    Zendesk Suite
    -
    Ratings
    Inbound call routing8.312 Ratings00 Ratings
    Omnichannel inbound routing8.111 Ratings00 Ratings
    Recording8.813 Ratings00 Ratings
    Quality management8.911 Ratings00 Ratings
    Call analytics9.012 Ratings00 Ratings
    Historical reporting9.011 Ratings00 Ratings
    Live reporting8.410 Ratings00 Ratings
    Customer surveys8.18 Ratings00 Ratings
    Customer interaction analytics8.410 Ratings00 Ratings
    Incident and problem management
    Comparison of Incident and problem management features of Google Cloud Contact Center AI and Zendesk Suite
    Feature
    Google Cloud Contact Center AI
    -
    Ratings
    Zendesk Suite
    8.8
    154 Ratings
    Organize and prioritize service tickets00 Ratings9.1153 Ratings
    Expert directory00 Ratings8.3102 Ratings
    Subscription-based notifications00 Ratings8.6106 Ratings
    ITSM collaboration and documentation00 Ratings8.5104 Ratings
    Ticket creation and submission00 Ratings9.3153 Ratings
    Ticket response00 Ratings9.3152 Ratings
    Self Help Community
    Comparison of Self Help Community features of Google Cloud Contact Center AI and Zendesk Suite
    Feature
    Google Cloud Contact Center AI
    -
    Ratings
    Zendesk Suite
    8.5
    139 Ratings
    External knowledge base00 Ratings8.5133 Ratings
    Internal knowledge base00 Ratings8.5127 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Google Cloud Contact Center AI and Zendesk Suite
    Feature
    Google Cloud Contact Center AI
    -
    Ratings
    Zendesk Suite
    9.0
    150 Ratings
    Customer portal00 Ratings9.2121 Ratings
    IVR00 Ratings8.659 Ratings
    Social integration00 Ratings8.597 Ratings
    Email support00 Ratings9.4147 Ratings
    Help Desk CRM integration00 Ratings9.2112 Ratings
    User Ratings
    Google Cloud Contact Center AIZendesk Suite
    Likelihood to Recommend
    8.5
    (13 ratings)
    9.0
    (192 ratings)
    Likelihood to Renew
    9.0
    (1 ratings)
    10.0
    (43 ratings)
    Usability
    9.0
    (1 ratings)
    8.9
    (65 ratings)
    Availability
    -
    (0 ratings)
    8.6
    (13 ratings)
    Performance
    -
    (0 ratings)
    8.0
    (10 ratings)
    Support Rating
    -
    (0 ratings)
    5.5
    (31 ratings)
    In-Person Training
    -
    (0 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    7.9
    (9 ratings)
    Implementation Rating
    -
    (0 ratings)
    9.0
    (18 ratings)
    Configurability
    -
    (0 ratings)
    9.3
    (3 ratings)