CDC Software vs. Google Cloud Contact Center AI

Easier to integrate Customer Login, either by API or by Screenset, that makes the Integration easier and using that any System in the entire Organization can enable the Customer Login Procedure. Easier to manage the Subscriptions and Consent History and use that to sent the Marketing Mails. So with this it works a Single Source of Customer Entire Data.

Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.

Incentivized

• 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.

Incentivized

• Logging Feature was not good. for basic it was good but for advanced issue checking and logs access it was not great. In our Product Landscape Picture we are using DataDog for Log Checking and Debugging
• Sometimes, the CDC Software shows DataCenter and Server Generic errors Count were high, No way to see and check the SAP CDC Software System Health Activity
• For Site SSL Expiry, there is no Proper Notification Service. Sometimes we get notification, sometimes we dont get.
• so to tackle we have developed a Custom Solution with SAP CPI. It would be better. if by default it was working well

• It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
• Automation can be made a little simpler and basic for anyone to be able to work on it.
• Each instance of the software can have its own AI learning for a wider range of real time issues.

Incentivized

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.

Incentivized

I give 8 because it was the best tool and make it easier to manage the Customer Authentication, Authorization, Subscription and Consent History. Because of this we can able to enable the Login Feature for any Product in the Organization Landscape. it lose Rating because of lack of Log checking feature. to know what exactly kind of issue for the customer was unable to login. we cant able to know. because as we have enabled a API key through we receive details to validate. it would be even more good. if a dashboard was enabled to see particular user login access and failure -> reason (like lack of data)

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.

Incentivized

Only IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.

Incentivized

• Reduced the number of minutes spent by live agents on trivial queries.
• Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
• Customer satisfaction got increased exponentially.

Incentivized