Name: Google Cloud Contact Center AI
Rating: 7.7 (34 reviews)
Author: Google

Help Desk

Web and Video Conferencing

Customer Support

Software Repositories

WebOps

Development

Academic Advising

Classroom Management

School Management

Education

Business Intelligence (BI)

Collaboration

Visual Collaboration

Workspace Planning

Enterprise

Accounting

Payment Orchestration

Finance and Accounting

Applicant Tracking

Contractor Management

Corporate Learning Management

Corporate Wellness

Employee Engagement

Employee Monitoring

HR Management

Leave Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Archiving

Browser

Cloud Storage

Computerized Maintenance Management Systems (CMMS)

Converged Infrastructure

Data Center Outsourcing (Europe)

Data Masking

Fraud Detection

Integration Platform as a Service (iPaaS)

Master Data Management (MDM)

Network Performance Monitoring

Network Security

NoSQL Databases

Office Migration and Repair

Operating Systems

SOA Governance

Single Sign-On

Web Access Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Computer-Assisted Translation

Content Management

Creative Collaboration

Cross-Channel Campaign Management

Email Marketing

Gamification

Grant Management Software

Local Listing Management

Marketing Automation

Social Media Customer Service

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales

Cloud Computing Security

File Integrity Monitoring

Security

3D Modeling

Assisted Living

Equipment Rental

Jail Management

Membership Management

Military and Defense

Municipal

Nonprofit CRM

Utilities

Vertical-Specific

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Limited data sets: Users have expressed a desire for more diverse data sets to improve the sentimental analysis tool's performance in challenging conversations. They suggest that a wider variety of data inputs would enhance the tool's ability to handle different types of interactions effectively.

Complex automation: Some reviewers have suggested that simplifying the automation process could make it more user-friendly for individuals with varying levels of technical expertise, thus improving overall usability and accessibility.

Need for better accuracy: Customers have highlighted the importance of enhancing the accuracy levels of the virtual agent, suggesting improvements to provide more reliable responses across a broader range of queries and scenarios.

Seamless Integration: Users have appreciated the seamless integration of Speech to Text conversions into their existing technology stack, making implementation and use easy for many. This integration has streamlined their processes and improved overall efficiency.

Helpful Virtual Assistance: The Virtual Assistance feature with FAQs in the chatbox has been found helpful by users for providing quick and human-like replies during interactions. It has enhanced customer satisfaction levels and made communication more effective.

Robust Documentation: Users value the documentation provided by Google like regular updates that offer clear guidance and issue resolution. This comprehensive documentation has helped users navigate the system effectively and troubleshoot any issues efficiently.

Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.

Voice

Chat

Tasks

Customer Profiles

Voice ID

Contact Lens (first 5 million monthly minutes)

Contact Lens (5 million+ monthly minutes)

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Google Cloud Contact Center AI

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Likelihood to Recommend

Likelihood to Renew

Usability

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Google’s mission is to organize the world‘s information and make it universally accessible and useful. 

Since its founding in 1998, Google has grown by leaps and bounds. From offering search in a single language the company now offers dozens of products and services—including various forms of advertising and web applications for all kinds of tasks—in scores of languages. And starting from two computer science students in a university dorm room, the company now has thousands of employees and offices around the world.

Google

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Enables agents to track and view their individual and team performance.

Authenticates inbound callers with a customer ID.

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Forwarding of calls to the appropriate agents.

Allows current agent to speak with new agent before call is transferred.

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Providing agents with a predefined conversation script.

Enables agents and managers to see the origin of the call.

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Tools that allow managers or team leaders to evaluate and track agent performance.

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Record conversations to improve service quality by evaluating agent-customer interactions.

Ability to monitor conversation content, administer evaluations, establish policies etc..

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Google Cloud Contact Center AI

Overview

What is Google Cloud Contact Center AI?