TrustRadius

Evolux vs. Google Cloud Contact Center AI

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Evolux
Score 0.0 out of 10
N/A
N/AN/A
Google Cloud Contact Center AI
Score 5.3 out of 10
N/A
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…N/A
Pricing
EvoluxGoogle Cloud Contact Center AI
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
EvoluxGoogle Cloud Contact Center AI
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
EvoluxGoogle Cloud Contact Center AI
Considered Both Products
Evolux

No answer on this topic

Google Cloud Contact Center AI
Verified User
Anonymous
Chose Google Cloud Contact Center AI
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.
Chose Google Cloud Contact Center AI
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 …
JI
Juan Iturbe
FAcility coordinator
Chose Google Cloud Contact Center AI
I haven't used a different service, this is my first time using anything like this.
Genevieve Flannery | TrustRadius Reviewer
Genevieve Flannery
Engagement Coach
Chose Google Cloud Contact Center AI
Google Cloud Contact Center AI allows more versatility than NICE CXone. CXone also does not offer virtual agents. CXone is a little more robust in terms of handling large call volumes without a hiccup, but since Google is better able to route calls, volume increases are easily …
Verified User
Anonymous
Chose Google Cloud Contact Center AI
I have not used any others.
Mukul Sandhu | TrustRadius Reviewer
Mukul Sandhu
Engineer
Chose Google Cloud Contact Center AI
Google cloud is the obvious choice over others because it is handier, has more features, more powerful tool to use in daily life. You can always take advantage of Google over others. Google Cloud can be synced with numerous other platforms and can be worked out easily without a …
Verified User
Anonymous
Chose Google Cloud Contact Center AI
Earlier to this, we never had an AI solution in place for the contact center jobs, therefore, I do not have any software/platform to compare Contact Center AI.
SM
steven mikutel
Information Technology Auditor
Chose Google Cloud Contact Center AI
Both are excellent but I like the integration and analytics with Google Cloud better. The reason the analytics are more intuitive and easier to manage and maintain. I like the integrated dashboards and I have to do less spreadsheet work it seems at times. But both platforms …
Verified User
Anonymous
Chose Google Cloud Contact Center AI
Google Cloud Contact Center AI was way better than the competitors we analyzed, especially the Dialogflow usage made our decision of going with Google Cloud Contact Center AI very easy.
Features
EvoluxGoogle Cloud Contact Center AI
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Evolux
-
Ratings
Google Cloud Contact Center AI
8.4
Ratings
0% below category average
Agent dashboard00 Ratings8.60 Ratings
Validate callers00 Ratings7.90 Ratings
Outbound response00 Ratings8.20 Ratings
Call forwarding00 Ratings8.60 Ratings
Click-to-call (CTC)00 Ratings8.90 Ratings
Warm transfer00 Ratings8.80 Ratings
Predictive dialing00 Ratings8.30 Ratings
Interactive voice response00 Ratings8.40 Ratings
REST APIs00 Ratings7.20 Ratings
Call scripts00 Ratings8.20 Ratings
Call tracking00 Ratings8.60 Ratings
Multichannel integration00 Ratings8.80 Ratings
CRM software integration00 Ratings8.70 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Evolux
-
Ratings
Google Cloud Contact Center AI
8.6
Ratings
3% above category average
Inbound call routing00 Ratings8.30 Ratings
Omnichannel inbound routing00 Ratings8.10 Ratings
Recording00 Ratings8.80 Ratings
Quality management00 Ratings8.90 Ratings
Call analytics00 Ratings9.10 Ratings
Historical reporting00 Ratings9.00 Ratings
Live reporting00 Ratings8.40 Ratings
Customer surveys00 Ratings8.10 Ratings
Customer interaction analytics00 Ratings8.40 Ratings
Best Alternatives
EvoluxGoogle Cloud Contact Center AI
Small Businesses
CloudTalk
CloudTalk
Score 7.4 out of 10
CloudTalk
CloudTalk
Score 7.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 7.4 out of 10
CloudTalk
CloudTalk
Score 7.4 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 8.4 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 8.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
EvoluxGoogle Cloud Contact Center AI
Likelihood to Recommend
-
(0 ratings)
8.5
(0 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(0 ratings)
Usability
-
(0 ratings)
9.0
(0 ratings)
User Testimonials
EvoluxGoogle Cloud Contact Center AI
Likelihood to Recommend
No answers on this topic
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
Moises Abraham Lacayo Cortes | TrustRadius Reviewer
Read full review
Pros
No answers on this topic
  • 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.
Verified User
Anonymous
Read full review
Cons
No answers on this topic
  • 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.
Verified User
Anonymous
Read full review
Likelihood to Renew
No answers on this topic
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.
SM
steven mikutel
Information Technology Auditor
Read full review
Usability
No answers on this topic
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.
SM
steven mikutel
Information Technology Auditor
Read full review
Alternatives Considered
No answers on this topic
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.
Verified User
Anonymous
Read full review
Return on Investment
No answers on this topic
  • 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.
Verified User
Anonymous
Read full review
ScreenShots