Overview
What is Google Cloud Contact Center AI?
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…
Try it at least Once.
Google Cloud Center Review
Taking customer service to the Next Level!
Google Cloud AI
future of contact center industry
Virtual Agents are helpful!
Ring! Ring! 5/5 Stars for this Phone System!
Google cloud contact center AI- welcome to future world.
Inteligent answers and routing with Google Cloud Contact Center AI
Google cloud contact center for NLP and AI
Google it.
A great AI contact center which delivers.
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Recording (13)8.888%
- Multichannel integration (12)8.787%
- Agent dashboard (13)8.585%
- Inbound call routing (12)8.383%
Pricing
What is Google Cloud Contact Center AI?
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…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Bright Pattern Contact Center?
Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on all digital…
Features
Contact Center Software
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.
- 8.5Agent dashboard(13) Ratings
Enables agents to track and view their individual and team performance.
- 7.9Validate callers(11) Ratings
Authenticates inbound callers with a customer ID.
- 8.2Outbound response(11) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 8.6Call forwarding(11) Ratings
Forwarding of calls to the appropriate agents.
- 8.9Click-to-call (CTC)(11) Ratings
Allows one-click calling for agents.
- 8.8Warm transfer(10) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8.3Predictive dialing(9) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.4Interactive voice response(11) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 7.2REST APIs(11) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 8.2Call scripts(11) Ratings
Providing agents with a predefined conversation script.
- 8.4Call tracking(11) Ratings
Enables agents and managers to see the origin of the call.
- 8.7Multichannel integration(12) Ratings
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
- 8.7CRM software integration(11) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8.3Inbound call routing(12) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.1Omnichannel inbound routing(11) Ratings
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.
- 8.8Recording(13) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 8.9Quality management(11) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 9Call analytics(12) Ratings
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..
- 9Historical reporting(11) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.4Live reporting(10) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8.1Customer surveys(8) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.4Customer interaction analytics(10) Ratings
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.
Product Details
- About
- Integrations
- Tech Details
What is Google Cloud Contact Center AI?
Google Cloud Contact Center AI Integrations
Google Cloud Contact Center AI Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Comparisons
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Reviews and Ratings
(35)Attribute Ratings
Reviews
(1-13 of 13)The NextGen Virtual Assistant is here
- Speech to Text conversions
- Seamless integration to existing technology stack
- Sentimental Analysis
- 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.
Try it at least Once.
- Chatbox Virtual assistance having the FAQs for easy replies.
- The human conversation so it doesn't feel as if they are speaking to a robot when they have questions about the sites.
- The software is on the site at all times so there's no delay when customers need their questions answered.
- Have the option to add more suggestions for the virtual assistant since they have limited text to add.
- Have a follow up feature for customers to rate how well their questions was answered.
- Have different settings for the chatbox with the added text to speech for people with hard to see.
Google Cloud Center Review
- a friendly environment
- good connection
- the support
- a better price
- more configuration options
- more accessible to people with little knowledge
Taking customer service to the Next Level!
- Assisting live agents.
- Giving analytical insight regularly.
- The virtual agent.
- The accuracy levels of the virtual agent could be improved.
- Five9 integration
- Setting Up was a Hassle, especially since we don't use API to get to end-users.
Google Cloud AI
- Auto speech learning
- Text to speech
- Ease of use
- Maybe more languages could be added.
- Outside party companies could be easier to use.
- More examples of different language phrases.
future of contact center industry
- Simulation human voice and tones
- Understanding the customer intention.
- Finding the proper solution for the issue
- Human agent smrt replies which is provided by GCC
- More developing and machine learning although i believe that it's being done.
- Being flexible to suite all businesses.
- Programming more emotions and tones to it becasue it makes much diffrence with the customer experience.
Virtual Agents are helpful!
- Virtual agents are able to handle a wide variety of tasks.
- Virtual agents streamline the workforce by allowing more complicated cases to be handled sooner.
- Interface allows at a glance viewing of call types.
- Virtual agents can frustrate some customers.
- More ADA-friendly features would be appreciated (high contrast settings, text-to-speech capabilities).
- Diversity amongst virtual agents would be helpful.
Ring! Ring! 5/5 Stars for this Phone System!
- Helping with communication
- Works well with mobile phones
- Improves our customer service
- I have not had any issues with Google Cloud Contact Center AI.
- Supporting numerous projects.
- Workload simultaneously.
- Shared infrastructure.
- Relatively fewer global data center than competition.
- 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.
- So far, I have not faced any issue with GC Contact Center AI. Be it documentation or integrations or even performance, the tool has always performed beyond our expectations and requirements.
Google cloud contact center for NLP and AI
- Text to speech transcription
- Auto speech feature
- Agent assistance
- Speech transcriptions can be improved
- Agent understanding of issues
Google it.
- Applications integration.
- Robust and quality programming.
- Ease and usefulness.
- More detailed error messages.
- Possibly more training.
- Training guides.
A great AI contact center which delivers.
- Auto-speech adaptation.
- Natural language processing.
- Text-to-speech transcription.
- Contact centre analytics.
- Phone Gateway integrations.
- Third party integrations can be made much easier.
- There is a need to add more conversational examples.
- More dialects and languages can be added.