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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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.
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 …
It was not bad but actually, it was not useful as Google CC AI, to be honest however it was made to be a machine, not a human, unlike Google Contact Center AI, it didn't provide smart replies or interact with the customer that way and also it had limited options to be selected, …
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 …
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 …
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.
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 …
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.