Google Cloud Contact Center AI vs. Salesforce Service Cloud

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

I think Service Cloud is best suited for medium to large operations that require both proactive and reactive service. It’s a great fit for post-sales support. However, I wouldn’t recommend it for very small companies because it can be quite costly, and many of the features may go unused. Salesforce also performs best when you have a capable team managing it, so it’s important to consider your organization’s size and readiness before starting. Once you do, I recommend exploring other parts of the Salesforce ecosystem—Service Cloud works even better when integrated with Sales Cloud, since it allows better visibility across teams.

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

• Email to case is an interesting piece of it. The threading is very strong, sometimes too strong, but it does very well at handling the incoming emails.
• The omnichannel routing, using skill-based routing is really effective.
• Pathing. So making the workflow and helping the team understand what it is that they're trying to do, what they have to accomplish, those step-by-step pieces. That's really helpful.

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

• We had a principle initially to try and use Omni as much as we can from the user experience perspective, but have found that fairly restrictive. It was very difficult to actually get the right customer experience and customer engagement going. So we're actually on a journey at the moment to replace all of our Omni with Lightning web components that gives us that flexibility. That's probably one area where we've had some challenges in terms of how we've used the product out of the box.

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

Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.

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

I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.

Incentivized

Working on an application that caters to customer needs requires a platform that acts as a mediator between the actual person and the client. This mediator handles the customer and resolves many of their doubts, helps them map through the entire process, and automates the processes. Such a platform is Salesforce Service Cloud. For queries that cannot be serviced by the platform, it creates a separate ServiceNow ticket for us, and it is assigned.

Incentivized

The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce

Incentivized

Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.

Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.

Incentivized

Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.

Incentivized

I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations

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

We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the decision for us.

Incentivized

The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports

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

• We have cut our service team in half over the past 5 years due to the efficiency of the tool
• The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
• Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person

Incentivized