Google Cloud Contact Center AI vs. Microsoft Azure

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

Incentivized

Actually, migrating to Microsoft Azure is a good solution for almost any situation, especially when all components of your network are ready to become cloud-based. The only drawback I personally encounter frequently is that older software packages cannot always be easily picked up and moved to Microsoft Azure in an optimal manner.

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

• Azure simply provides end to end life cycle. Starting from the development to automated deployment, you will find [a] bunch of options. Custom hook-points allow [integration] on-premise resources as well.
• Excellent documentation around all the services make it really easy for any novice. Overall support by [the] community and Azure Technical team is exceptional.
• BOT Services, Computer Vision services, ML frameworks provide excellent results as compare to similar services provided by other giants in the same space.
• Azure data services provide excellent support to ingest data from different sources, ETL, and consumption of data for BI purpose.

Incentivized

• 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

• In our experience, Azure Kubernetes Survice was difficult to set up, which is why we used Kubernetes on top of VMs.
• Azure REST API is a bit difficult to use, which made it difficult for us to automate our interactions with Azure.
• Azure's Web UI does a good job of showing metrics on individual VMs, but it would be great if there was a way to show certain metrics from multiple VMs on one dashboard. For example, hard drive usage on our database VMs.

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

We have been very satisfied with Windows Azure and now a lot of our business depends on it as more teams are now deploying their applications into Azure. Our next step is to have our Infrastructure team move their resources to Azure. It will take awhile for that to happen but we are positive that it will.

Incentivized

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

Microsoft Azure's overall usability has been better than expected. Often times vendors promise the world, only to leave you with a run-down town. Not the case with our experience. From an implementation perspective, all went perfect, and from the user-facing experience we have had no technical issues, just some learning curve issues that are more about "why" than "how"

Incentivized

It has proven to be unreliable in our production environment and services become unavailable without proper notification to system administrators

Incentivized

Support is easy with all the knowledge base articles available for free on the web. Plus, if you have a preferred status you can leverage their concierge support to get rapid response. Sometimes they’ll bounce you around a lot to get you to the right person, but they are quite responsive (especially when you are paying for the service). Many of the older Microsoft skills are also transferable from old-school on-prem to Azure-based virtual interfaces.

Incentivized

As I have mentioned before the issue with my Oracle Mismatch Version issues that have put a delay on moving one of my platforms will justify my 7 rating.

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.

Incentivized

I feel that Microsoft Azure typically outperforms Google Cloud Platform in hybrid cloud capabilities, integration aspects, and, primarily, security compliance features. Azure offered superior integration with Microsoft's enterprise software ecosystem, and it's second to none in my opinion. This made it the natural choice for most, especially if heavily invested in Windows, Office 365, or Active Directory deployments. We chose Azure over GCP because we simply needed Windows workload support as a strong driver, more access to global regions, and let's not forget that most tech teams in an organization are Microsoft Certified, which makes skillset transfer from on-prem to cloud a minimal learning curve over shifting to a different provider.

• 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

• Times and growth went into it. By balancing on-premises maintenance with continuous cloud improvements, we’ve budgeted and planned endlessly increased capacity.
• In today’s world of cyber-crime, clients can put even more faith in what they’ve heard. We built an innovative single-sign-on hub for all users. Also, other business platforms use Azure application gateways, reducing worker switching time and increasing productivity.
• Its step can automate to improve the investment. In addition, we can integrate our organization’s credentials into an authorization for other systems.