Google Cloud Contact Center AI

Google Cloud Contact Center AI

Customer Verified
Top Rated
Score 9.0 out of 10
Top Rated
Google Cloud Contact Center AI


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...
Read more

Recent Reviews

Read all reviews


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

View all 22 features
  • Recording (13)
  • Multichannel integration (12)
  • Agent dashboard (13)
  • Inbound call routing (12)

Reviewer Pros & Cons

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Google Cloud Contact Center AI, and make your voice heard!

Return to navigation


View all 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 center…

Entry-level set up fee?

  • No setup fee


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Would you like us to let the vendor know that you want pricing?

32 people want pricing too

Alternatives Pricing

What is Amazon Connect?

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…

What is Fuze?

Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.

Return to navigation


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.

8.4Avg 8.5

Workforce Optimization (WFO)

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

8.6Avg 8.5
Return to navigation

Product Details

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 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 handing off simpler customer requests to digital agents and freeing up live agents to deal with more complex issues.

The product also uses natural language processing (NLP) capabilities to detect customer sentiment and machine learning (ML) processes to suggest intuitive solutions for live agents and facilitate digital agents learning from real-time customer interactions.

This software is integratabtle with leading Contact Center vendors such as Genesys, Cisco, Mitel, Twilio, and Five9.

Google Cloud Contact Center AI Integrations

Google Cloud Contact Center AI Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
Return to navigation


View all alternatives
Return to navigation

Reviews and Ratings


Attribute Ratings


(1-13 of 13)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
One of the biggest challenges the business faced was selecting the right AI solution for the operation to work smoothly. Google Cloud Contact Centre AI was the best with AI and NLP-based conversations with customers and with smooth assisting of human agents for complex conversations. The sentiment score with DialogFlow was a really unique feature as it enabled to respond to users in accordance with the kind of emotions they were feeling.
  • 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.
It is well suited for the initial phase of the interaction of the user with the business and it gives a lot of cool features that make life easy for the customer care representative. It is least suited for the customer complaint department since here users are generally fuzzier and in a hurry.
Score 7 out of 10
Vetted Review
Verified User
In the company that I worked in, we use the software to how our customers' experience is being compared to other companies that are similar; The company is a start-up, so we need the data to see if we can be on the market for many customers instead of them going to the leading competition. Some of the problems were that when the customers would contact us we couldn't respond in a given time, so we had to reply back on a case-by-case solution; but with the product, we had programmed FAQs questions into the chat box so that any user with issues can see if that helped and if not then they could contact us and we can solve it within an appropriate time.
  • 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.
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.
Moises Abraham Lacayo Cortes | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Google cloud contact center AI is used for incoming calls from customers who want to make inquiries about different types of financial products, the business problems it addresses are the poor response of human employees, its scope is to use it for different areas or departments of the bank for a better connection of the bank with its clients.
  • a friendly environment
  • good connection
  • the support
  • a better price
  • more configuration options
  • more accessible to people with little knowledge
In a specific scenario in which I would not recommend it, it would be in a hospital, since the level of margin of error must be minimal, human lives are at risk and can cost dearly if Google cloud contact center AI fails, in the scenario in which I would recommend it, it would be in that of a legal company
Score 10 out of 10
Vetted Review
Verified User
The scope of usage for the Google Cloud Contact Center AI is managing all inbound calls & other contact requests by customers/potential customers & this call flow is generated from 30+ countries. Our aim is to provide best-in-class support to the customers, and so far Google Cloud Contact Center is the best we ever had for this purpose.
  • 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 Contact Center AI is best suited for modern businesses, where "less resource, more productivity" is a motto. Workforce management is very easy since we started using this product. And you have to be able to trust Google, regarding the virtual agent. Because at the end of the day, you are leaving the customer with a machine-generated simulation of an actual agent. We trust the system & believe it will make the right choices.
June 22, 2022

Google Cloud AI

Score 7 out of 10
Vetted Review
Verified User
My overall experience was good. The AI contact center worked pretty well, honestly better than I had expected. The native language processing is really good for multiple dialects and languages. The speech-to-text and text-to-speech modules are on point and the best part is Dialogflow. It allows the software/program to be used fairly easily.
  • 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.
Easily allowed me to use and translate with a different language. Having to get things right the first time (translate) was hard but having to use this while on the call does make it easier to communicate with the client.
Score 9 out of 10
Vetted Review
Verified User
I used to work in a contact center outsourcing company before we had something called IVR its the first step before reaching the real human contact center agent. We had a really huge volume of calls on the queue and when finally a customer makes it through and reaches our department they get really frustrated because of the long wait and the IVR was not really useful. Finally, the company decided to change the system and deploy GCC or Google Contact Center. After a while of training and a couple of months, the customers educated that they can solve their issues from GCC and that because it was really intelligent and got to the desired point for the customer. The call volume reduced by 42% after a couple of months and by its turn reduced waiting time on the queue so we got more numbers in customer satisfaction.
  • 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.
My colleague got a call from a customer who was of old age and letting him wait in the queue was really frustrating for him. He just wanted to re-activate his service and this process needs to be done from our end, not the GCC the customer stated that he used to wait on the queue for more than 40 mins, and now he doesn't need to wait that long as he is aware that when he calls he talks to a machine but he almost forgets that fact as it always fulfills his needs.
Genevieve Flannery | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Clean, easy-to-use interface. Engaging format and intuitive and interactive tools. It helps agents see overviews at a glance and understand statistics about their recent contacts. Breaks down call types and allow for quick reskilling if necessary. The ability to use virtual agents for some tasks helps cut labor needs and costs, as well as focuses that labor where it is most effective.
  • 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.
Google Cloud Contact Center AI is helpful across a wide variety of applications and tasks. Virtual agents are able to handle a significant number of day-to-day activities and multiple needs across cases for customers. The Virtual agents are intuitive and able to make changes based on customer needs. It's helpful that the agents can go 'off script' and make adjustments tailored to each user.
Score 10 out of 10
Vetted Review
Verified User
We use this as a form of communication between clients and employees. This helps us out by giving the clients a different way to reach out to us and gives us a chance to respond if we cannot answer a phone call.
  • Helping with communication
  • Works well with mobile phones
  • Improves our customer service
  • I have not had any issues with Google Cloud Contact Center AI.
Google Cloud Contact Center AI is well suited to help with communication between parties. We have used it for communication between clients and employees, as well as communication between all employees. We have never had any issues with the system.
Mukul Sandhu | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
It is used for customer service under the ISNT function to resolve frequently occurring problems in day-to-day business life, that can be solved without an actual human being helping to solve them. Just pick out of listed problems and get the issue resolved. In case it doesn't help, it will automatically lead to some human expert in that case.
  • Supporting numerous projects.
  • Workload simultaneously.
  • Shared infrastructure.
  • Relatively fewer global data center than competition.
I would say it is nearly perfect AI, but I rated it 9 out of 10 because there is always scope for improvement. Though, I didn't find any problem since I am using it. But, it would inappropriate to say it doesn't have any defects. It would be great if the global center increases.
Score 9 out of 10
Vetted Review
Verified User
Google Cloud Contact Center AI services are being used for our internal employee service. We have a huge organization with employees spanning tens of hundreds. the GC Contact Center AI is being used by our internal customer support service as a front-line interface. The right to have access to the correct and live information at all times is a right of any employee, and therefore, our centralised customer support service aims at this. GC Contact Center AI Virtual Agent is the first line of reach for every employee. It provides an in-depth problems menu and assigns to a human assistant as per the requirement.
  • 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.
If you have a big organisation or customer-facing business, you/ your staff will be dealing with tons of people and solving their problems. Now, most of the problems are repetitive and can be resolved by directing people to the right FAQ or website. Therefore, GC Contact Center AI will help you achieve this. Once you build the workflow, with the help of Google Cloud insights, you can better tweak the workflow at periodic intervals to make sure, redundant problems are being resolved by the AI engine and only real issues/ questions reach back to the contact center employees. In case you don't have any central contact center or are not serving in-person people, then this solution is not suited for your needs.
Score 10 out of 10
Vetted Review
Verified User
Google Cloud Contact Centre AI has language understanding which makes communication very simple, it also determines topics easily which helps people in getting the answers they want, it also understands the emotions of conversation, it has text to speech transcription by which it understands what people actually want, it also has endless virtual streaming property.
  • Text to speech transcription
  • Auto speech feature
  • Agent assistance
  • Speech transcriptions can be improved
  • Agent understanding of issues
To provide AI integrations into legacy systems and provide clients with detailed insights on reports and features.
June 19, 2022

Google it.

Score 9 out of 10
Vetted Review
Verified User
Overall the integration and level of service are excellent. All things considered, it was an excellent choice to select and implement this software. The VOIP and applications work together very well and all functionality of the software is excellent. Overall conclusion and summary are very good for this product and I would recommend it for any other call center applications as well.
  • Applications integration.
  • Robust and quality programming.
  • Ease and usefulness.
  • More detailed error messages.
  • Possibly more training.
  • Training guides.
I would give it a 9 because I will usually never give a 10. I think the suite is scalable and suitable for a variety of industries.
Score 8 out of 10
Vetted Review
Verified User
We used Google Cloud Contact Center AI for one of our clients, the experience was very good and the AI contact center worked as mentioned. The natural language processing is excellent with many accent & dialect support. The speech-to-text and text-to-speech modules are also excellent, the best part is Dialogflow access with it which makes the software usage very easy. Phone connectivity with any provider is easy with integrations available.
  • 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.
The main objective for our client was to reduce the number of minutes for their agents to spend on trivial issues which can be automated. Thus we used Google Cloud Contact Center AI where we integrated the contact center to automate trivial and repeated questions/tasks which do not need the intervention of live agents and Google Cloud Contact Center AI worked wonders there. The integration with our client's contact center was easy but their CRM integration was a bit tricky. Also, sometimes Google Cloud Contact Center AI faced difficulties in understanding different dialects and accents.
Return to navigation