Google Cloud Contact Center AI vs. Nextiva Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Google Cloud Contact Center AI
Score 8.9 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
Nextiva Contact Center
Score 9.1 out of 10
N/A
Nextiva headquartered in Scottsdale, Arizona offers the Nextiva VoIP Call Center solution in two editions, Pro and Enterprise. It also features support for contact centers, allowing clients to manage customer service over multiple channels. Both plans feature unlimited call queues and intelligent call distribution.
$129
per month per user
Pricing
Google Cloud Contact Center AINextiva Contact Center
Editions & Modules
No answers on this topic
Essential
$129
per month per seat
Professional
$159
per month per seat
Premium
$199
per month per seat
Offerings
Pricing Offerings
Google Cloud Contact Center AINextiva Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Google Cloud Contact Center AINextiva Contact Center
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Google Cloud Contact Center AINextiva Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Google Cloud Contact Center AI
8.4
13 Ratings
1% above category average
Nextiva Contact Center
9.1
28 Ratings
9% above category average
Agent dashboard8.513 Ratings8.828 Ratings
Validate callers7.911 Ratings9.127 Ratings
Outbound response8.211 Ratings9.426 Ratings
Call forwarding8.611 Ratings9.227 Ratings
Click-to-call (CTC)8.911 Ratings8.822 Ratings
Warm transfer8.810 Ratings9.327 Ratings
Predictive dialing8.39 Ratings8.616 Ratings
Interactive voice response8.411 Ratings8.820 Ratings
REST APIs7.211 Ratings9.013 Ratings
Call scripts8.211 Ratings9.414 Ratings
Call tracking8.411 Ratings9.825 Ratings
Multichannel integration8.712 Ratings9.316 Ratings
CRM software integration8.711 Ratings9.017 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Google Cloud Contact Center AI
8.6
13 Ratings
4% above category average
Nextiva Contact Center
9.2
28 Ratings
11% above category average
Inbound call routing8.312 Ratings9.527 Ratings
Omnichannel inbound routing8.111 Ratings9.322 Ratings
Recording8.813 Ratings9.325 Ratings
Quality management8.911 Ratings9.125 Ratings
Call analytics9.012 Ratings9.326 Ratings
Historical reporting9.011 Ratings9.228 Ratings
Live reporting8.410 Ratings8.925 Ratings
Customer surveys8.18 Ratings9.614 Ratings
Customer interaction analytics8.410 Ratings9.118 Ratings
Best Alternatives
Google Cloud Contact Center AINextiva Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Google Cloud Contact Center AINextiva Contact Center
Likelihood to Recommend
8.5
(13 ratings)
9.1
(29 ratings)
Likelihood to Renew
9.0
(1 ratings)
10.0
(1 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Google Cloud Contact Center AINextiva Contact Center
Likelihood to Recommend
Google
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.
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Nextiva
We use Nextiva every day in our company. I like how we have a lot of different customizable options. You can use Nextiva in several different ways. There are also several different ways to use/manage Nextiva, with their Mobile App, Desktop App, and from a browser. Their support is reachable via phone, chat, or email. Nextiva makes integrating with other platforms and implementing new features or functions easy. Just a heads up, depending on how you use Nextiva daily, the backend setup for call centers can be a little tricky.
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Pros
Google
  • 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.
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Nextiva
  • Nextiva allows you to set up the Contact Center to fit your exact needs.
  • The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
  • The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...
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Cons
Google
  • 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.
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Nextiva
  • I'd like to be able block numbers globally through the web portal rather than having it done through tech support.
  • Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone.
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Likelihood to Renew
Google
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.
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Nextiva
Service has been exemplary and we are happy with the voice quality and connectivity
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Usability
Google
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.
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Nextiva
No answers on this topic
Support Rating
Google
No answers on this topic
Nextiva
They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.
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Alternatives Considered
Google
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.
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Nextiva
It isn't just about clear calls- which they have in spades. The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead
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Return on Investment
Google
  • 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.
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Nextiva
  • With Nextiva VoIP Call Center, we don't need receptionist on call all the time... that is good
  • we receive a lot of complains of people calling and no one answering, but when we check the call history there is no trail of the incoming call... that is bad...
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ScreenShots