Google Cloud Customer Experience Agent Studio (CX Agent Studio) vs. Zoom Contact Center

Indicated for those who have good knowledge of programming and coding in HTML and JSON, that is, it is not suitable for beginners or users without much technical knowledge. It is suitable for those who want to integrate with various platforms, such as Telegram, Webhat, Facebook Messenger, among others. I also recommend it to anyone who needs to create a chatbot in several languages (it is not automatic translation). Recommended to create new projects in CX environment and not in ES.

Incentivized

At our company, we launch a new property project and receive many customer inquiries in a single day. Zoom contact center helped our team manage all calls and follow-ups properly without missing leads. It is very useful for handling customer communication. During peak hours, some agents face call delays, making it a bit difficult to track reports quickly.

Incentivized

• Great at back-and-forth dialogue with the caller
• Integration with existing contact center plattforms
• Using the same flow for voice and chat seamlessly
• Very customizable

Incentivized

• This tool has allowed us to identify each of the users' needs.
• It has also allowed us to establish a direct point of contact with Zoom's technical support.
• Where specialized assistance is required can be documented and escalated, and that is mainly why we sought out Zoom.

Incentivized

• Some of the features are still in beta phase.
• The languages available are still limited.
• The advanced features may not be accessible to new users.

Incentivized

• The integration with Zoom Phone is still ongoing, so it initially required some tricky configuration and additional phone numbers, but that's no longer a requirement now.
• I would love a way to use physical handsets with the Contact Centre. Currently, it's all softphone integration on a PC or Mac. But it's a great experience and very similar to using Zoom Meetings, so there's minimal training for staff needed.
• The Admin Settings on the backend can be tricky to navigate. Still, you have much more customization and constant feature upgrades than I've ever seen with any other Contact Centre service.

Incentivized

Zoom Contact Center saves a lot of time of our team. The right calls are rooted to right person and we can provide presonalized welcom to eveery call we get. and Sales and follow-up process is streamlined. Being small company but huge client it is very dificult to be in touch with riht representative. But zoom contact center helps in that.

Incentivized

Users benefit from Dialogflow's best User Interface and seamless User Experience. It's very scalable, and there are a lot of customization options to make it even more so. Dialogflow makes it simple to deploy, manage, and maintain chatbots. Artificial Intelligence algorithms make chatbots interactive, making it easier for users and chatbots to communicate and understand each other. Overall, it's a good option for those with little programming experience who want to learn Natural Language Processing.

It is rare to have to explain a lot to a user on how to use Zoom Contact Center. It makes sense, provides plenty of options without being overbearing, and we have rarely had issues come back that I need to regularly change or update to accommodate things like bugs or design issues

unless the network or internet is down - it has been there for us

Incentivized

does not seem to slow down even on our busy days

Incentivized

Dialogflow is a wonderful tool that is helping to design customized chatbots. I personally recommend if you wanna know how it's works give it a try with a free APIs call, you'll love this tool

Incentivized

We have had a positive experience with Zoom Contact Center support overall. Support has generally been responsive and helpful, and our interactions have given us confidence in the product and platform.
In addition to the support experience itself, the product has been stable and reliable in day-to-day use, which helps reduce the need for frequent support involvement. When support has been needed, the experience has been solid enough to reinforce our overall positive view of the platform.
For those reasons, we would rate the overall support highly, while still recognizing there is always room for improvement.

Incentivized

it was mostly self service articles and looking up information on the zoom site and public forums

Incentivized

I implemented Zoom Contact Center myself, and overall the process was straightforward. The platform was relatively easy to configure, and it did not require an unusually large amount of internal support or complexity to get up and running.
One of the advantages during implementation was how well it fit within the broader Zoom environment, which helped reduce friction and made the setup feel more familiar. In our experience, the implementation process was manageable and efficient overall.
There is always some room for improvement, but the implementation was smooth enough that I would rate the experience highly.

Incentivized

There is always use cases for both. We still use the other plattforms but each has its own strengths and weaknesses. We, as a contact center implementation partner always use multiple solutions both for ourselves but also for our customers to meet their needs. In the cases we choose Google Cloud Dialogflow is when we need to be able to handle specific follow-up questions from the customer. And for more complicated issues we also use a combination of this and other 3rd party plattforms. We always meet the need of our customers and as specialist and consultants we give expert advice on how to use all these different solutions in the best way possible.

Incentivized

- Only product to have all of our requirements (WFM, Call Recording, Screen recording, Quality Management, Knowledge Base, Cloud based solution) under one single platform, without any additional third party add-ons or multiple vendors. - Best pricing, not even close to any of the other bids. - AI features are not bolted on from other platforms, it is native and it shows.

we have not even scratch the surface of how big we can make this

Incentivized

• As a partner to multiple contact center plattforms we have always been able to offer Google Cloud Dialogflow along with them because it integrates well with all.
• Many businesses want to implement smart ways to have call deflection. Bots that can handle full dialogues with the customer is very intriguing to them because it can fulfill customers requests without using up as many resources

Incentivized

• With Zoom Contact Center in place, we have increased agent productivity.
• The AI self-service features ensure fast resolution of customer issues, especially for common inquiries.
• Being an omnichannel customer support solution saves us money.
• We have enhanced customer experience and satisfaction thanks to proper customer support.

Incentivized