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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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 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
Compare with
Reviews and Ratings
(34)Attribute Ratings
Reviews
(1-13 of 13)The NextGen Virtual Assistant is here
- Agent dashboard
- 80%8.0
- Validate callers
- 70%7.0
- Outbound response
- 70%7.0
- Call forwarding
- 70%7.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- N/AN/A
- Predictive dialing
- 80%8.0
- Interactive voice response
- 80%8.0
- REST APIs
- 70%7.0
- Call scripts
- 80%8.0
- Call tracking
- 70%7.0
- Multichannel integration
- 80%8.0
- CRM software integration
- 80%8.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 80%8.0
- Quality management
- 80%8.0
- Call analytics
- 80%8.0
- Historical reporting
- 80%8.0
- Live reporting
- 70%7.0
- Customer surveys
- 70%7.0
- Customer interaction analytics
- 70%7.0
Try it at least Once.
- Agent dashboard
- 70%7.0
- Validate callers
- 70%7.0
- Outbound response
- 70%7.0
- Interactive voice response
- 80%8.0
- REST APIs
- 50%5.0
- Call scripts
- 80%8.0
- CRM software integration
- 70%7.0
- Inbound call routing
- 70%7.0
- Omnichannel inbound routing
- 70%7.0
- Recording
- 70%7.0
- Quality management
- 70%7.0
- Live reporting
- 70%7.0
- Customer interaction analytics
- 70%7.0
Google Cloud Center Review
- Agent dashboard
- 90%9.0
- Validate callers
- 60%6.0
- Outbound response
- 90%9.0
- Call forwarding
- 70%7.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 90%9.0
- Predictive dialing
- 70%7.0
- Interactive voice response
- 80%8.0
- REST APIs
- 80%8.0
- Call scripts
- 40%4.0
- Call tracking
- 70%7.0
- Multichannel integration
- 70%7.0
- CRM software integration
- 90%9.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 50%5.0
- Recording
- 90%9.0
- Quality management
- 70%7.0
- Call analytics
- 90%9.0
- Historical reporting
- 80%8.0
- Live reporting
- 70%7.0
- Customer surveys
- 90%9.0
- Customer interaction analytics
- 90%9.0
Taking customer service to the Next Level!
- Agent dashboard
- 90%9.0
- Validate callers
- N/AN/A
- Outbound response
- N/AN/A
- Call forwarding
- N/AN/A
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- 100%10.0
- REST APIs
- 10%1.0
- Call scripts
- N/AN/A
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- N/AN/A
- Omnichannel inbound routing
- N/AN/A
- Recording
- 90%9.0
- Quality management
- 100%10.0
- Call analytics
- 80%8.0
- Historical reporting
- 90%9.0
- Live reporting
- N/AN/A
- Customer surveys
- 100%10.0
- Customer interaction analytics
- 100%10.0
Google Cloud AI
- Agent dashboard
- 70%7.0
- Validate callers
- 60%6.0
- Outbound response
- 60%6.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 70%7.0
- Predictive dialing
- 70%7.0
- Interactive voice response
- 60%6.0
- REST APIs
- 80%8.0
- Call scripts
- 80%8.0
- Call tracking
- 80%8.0
- Multichannel integration
- 80%8.0
- CRM software integration
- 80%8.0
- Inbound call routing
- 70%7.0
- Omnichannel inbound routing
- 60%6.0
- Recording
- 90%9.0
- Quality management
- 90%9.0
- Call analytics
- 90%9.0
- Historical reporting
- 90%9.0
- Live reporting
- 90%9.0
- Customer surveys
- 70%7.0
- Customer interaction analytics
- 90%9.0
future of contact center industry
- Agent dashboard
- 80%8.0
- Outbound response
- N/AN/A
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- N/AN/A
- Warm transfer
- 90%9.0
- Predictive dialing
- N/AN/A
- Interactive voice response
- 90%9.0
- Call scripts
- 80%8.0
- Call tracking
- 70%7.0
- Multichannel integration
- 80%8.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- N/AN/A
- Recording
- 90%9.0
- Call analytics
- 80%8.0
- Historical reporting
- 90%9.0
- Live reporting
- N/AN/A
- Customer surveys
- N/AN/A
- Customer interaction analytics
- 80%8.0
Virtual Agents are helpful!
- Agent dashboard
- 90%9.0
- Validate callers
- 80%8.0
- Outbound response
- 90%9.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 80%8.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 80%8.0
- REST APIs
- 80%8.0
- Call scripts
- 80%8.0
- Call tracking
- 80%8.0
- Multichannel integration
- 80%8.0
- CRM software integration
- 80%8.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 80%8.0
- Quality management
- 80%8.0
- Call analytics
- 80%8.0
- Historical reporting
- 80%8.0
- Live reporting
- 70%7.0
- Customer surveys
- 70%7.0
- Customer interaction analytics
- 60%6.0
Ring! Ring! 5/5 Stars for this Phone System!
- Agent dashboard
- 90%9.0
- Validate callers
- 100%10.0
- Outbound response
- 80%8.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 100%10.0
- Multichannel integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 100%10.0
- Live reporting
- 100%10.0
- Agent dashboard
- 90%9.0
- Validate callers
- 100%10.0
- Outbound response
- 90%9.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 90%9.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 90%9.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 100%10.0
- Multichannel integration
- 90%9.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 100%10.0
- Live reporting
- 100%10.0
- Customer surveys
- 90%9.0
- Customer interaction analytics
- 100%10.0
- Agent dashboard
- 90%9.0
- Validate callers
- 80%8.0
- Outbound response
- 100%10.0
- Call forwarding
- 100%10.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 80%8.0
- Predictive dialing
- 90%9.0
- Interactive voice response
- 90%9.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 90%9.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 100%10.0
- Live reporting
- 100%10.0
- Customer surveys
- 90%9.0
- Customer interaction analytics
- 90%9.0
Google cloud contact center for NLP and AI
- Agent dashboard
- 90%9.0
- Validate callers
- 80%8.0
- Outbound response
- 90%9.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 90%9.0
- Predictive dialing
- 80%8.0
- Interactive voice response
- 90%9.0
- REST APIs
- 70%7.0
- Call scripts
- 90%9.0
- Call tracking
- 100%10.0
- Multichannel integration
- 100%10.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
Google it.
- Agent dashboard
- 90%9.0
- Validate callers
- 80%8.0
- Outbound response
- 80%8.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- 90%9.0
- Predictive dialing
- 80%8.0
- Interactive voice response
- 90%9.0
- REST APIs
- 80%8.0
- Call scripts
- 90%9.0
- Call tracking
- 90%9.0
- Multichannel integration
- 90%9.0
- CRM software integration
- 90%9.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 90%9.0
- Recording
- 80%8.0
- Quality management
- 90%9.0
- Call analytics
- 90%9.0
- Historical reporting
- 90%9.0
- Live reporting
- 80%8.0
- Customer surveys
- 70%7.0
- Customer interaction analytics
- 90%9.0
A great AI contact center which delivers.
- Agent dashboard
- 90%9.0
- Validate callers
- 90%9.0
- Outbound response
- 80%8.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 90%9.0
- Warm transfer
- N/AN/A
- Predictive dialing
- N/AN/A
- Interactive voice response
- N/AN/A
- REST APIs
- 70%7.0
- Call scripts
- 80%8.0
- Call tracking
- 80%8.0
- Multichannel integration
- 80%8.0
- CRM software integration
- 70%7.0
- Inbound call routing
- 80%8.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 80%8.0
- Quality management
- N/AN/A
- Call analytics
- 90%9.0
- Historical reporting
- 90%9.0
- Live reporting
- 90%9.0
- Customer surveys
- N/AN/A
- Customer interaction analytics
- N/AN/A