Name: Google Cloud Contact Center AI
Rating: 8.9 (34 reviews)
Author: Google

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…

Recent Reviews

The NextGen Virtual Assistant is here

8 out of 10

June 30, 2022

Incentivized

One of the biggest challenges the business faced was selecting the right AI solution for the operation to work smoothly. Google Cloud …

Try it at least Once.

7 out of 10

June 30, 2022

Incentivized

In the company that I worked in, we use the software to how our customers' experience is being compared to other companies that are …

Google Cloud Center Review

8 out of 10

June 28, 2022

Incentivized

Google cloud contact center AI is used for incoming calls from customers who want to make inquiries about different types of financial …

Taking customer service to the Next Level!

10 out of 10

June 23, 2022

Incentivized

The scope of usage for the Google Cloud Contact Center AI is managing all inbound calls & other contact requests by customers/potential …

Google Cloud AI

7 out of 10

June 22, 2022

Incentivized

My overall experience was good. The AI contact center worked pretty well, honestly better than I had expected. The native language …

future of contact center industry

9 out of 10

June 22, 2022

Incentivized

I used to work in a contact center outsourcing company before we had something called IVR its the first step before reaching the real …

Virtual Agents are helpful!

7 out of 10

June 21, 2022

Incentivized

Clean, easy-to-use interface. Engaging format and intuitive and interactive tools. It helps agents see overviews at a glance and …

Ring! Ring! 5/5 Stars for this Phone System!

10 out of 10

June 21, 2022

Incentivized

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 …

Google cloud contact center AI- welcome to future world.

9 out of 10

June 21, 2022

Incentivized

It is used for customer service under the ISNT function to resolve frequently occurring problems in day-to-day business life, that can be …

Inteligent answers and routing with Google Cloud Contact Center AI

9 out of 10

June 21, 2022

Incentivized

Google Cloud Contact Center AI services are being used for our internal employee service. We have a huge organization with employees …

Google cloud contact center for NLP and AI

10 out of 10

June 20, 2022

Incentivized

Google Cloud Contact Centre AI has language understanding which makes communication very simple, it also determines topics easily which …

Google it.

9 out of 10

June 19, 2022

Incentivized

Overall the integration and level of service are excellent. All things considered, it was an excellent choice to select and implement this …

A great AI contact center which delivers.

8 out of 10

June 18, 2022

Incentivized

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. …

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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

View all 22 features

Recording (13)
8.8
88%
Multichannel integration (12)
8.7
87%
Agent dashboard (13)
8.5
85%
Inbound call routing (12)
8.3
83%

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Pricing

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Google Cloud Contact Center AI

N/A

Unavailable

What is Google Cloud Contact Center AI?

Entry-level set up fee?

No setup fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

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

49 people also want pricing

Alternatives Pricing

Amazon Connect

Free

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…

Bright Pattern Contact Center

N/A

Unavailable

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…

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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.

8.4

Avg 8.3

8.5
Agent dashboard
(13) Ratings
Enables agents to track and view their individual and team performance.
7.9
Validate callers
(11) Ratings
Authenticates inbound callers with a customer ID.
8.2
Outbound response
(11) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
8.6
Call forwarding
(11) Ratings
Forwarding of calls to the appropriate agents.
8.9
Click-to-call (CTC)
(11) Ratings
Allows one-click calling for agents.
8.8
Warm transfer
(10) Ratings
Allows current agent to speak with new agent before call is transferred.
8.3
Predictive dialing
(9) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
8.4
Interactive voice response
(11) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
7.2
REST APIs
(11) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
8.2
Call scripts
(11) Ratings
Providing agents with a predefined conversation script.
8.4
Call tracking
(11) Ratings
Enables agents and managers to see the origin of the call.
8.7
Multichannel 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
8.7
CRM 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.

8.6

Avg 8.3

8.3
Inbound 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.
8.1
Omnichannel 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.
8.8
Recording
(13) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
8.9
Quality management
(11) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
9
Call 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..
9
Historical reporting
(11) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
8.4
Live 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.
8.1
Customer surveys
(8) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
8.4
Customer 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.

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Product Details

About
Integrations
Tech 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 Systems	Unspecified
Mobile Application	No

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Comparisons

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Reviews and Ratings

(34)

Attribute Ratings

Reviews

(1-1 of 1)

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June 19, 2022

Google it.

steven mikutel

Information Technology Auditor

Medicareinsurance.com (Health, Wellness and Fitness, 201-500 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

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.

Pros and Cons

Applications integration.
Robust and quality programming.
Ease and usefulness.

More detailed error messages.
Possibly more training.
Training guides.

Likelihood to Recommend

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.

Google Cloud Contact Center AI Feature Ratings

Contact Center Software (13)

86.15384615384615%

8.6

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

Workforce Optimization (WFO) (9)

84.44444444444444%

8.4

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

Omnichannel support

N/A

Predictive Analytics

N/A

Return on Investment

Simplified integration and use of software.
Easy learning curve.
Ease of implementation.

Alternatives Considered

Five9

Both are excellent but I like the integration and analytics with Google Cloud better. The reason the analytics are more intuitive and easier to manage and maintain. I like the integrated dashboards and I have to do less spreadsheet work it seems at times. But both platforms are very good and generally excellent.

Other Software Used

AgencyBloc, Oracle Agile PLM, Azure Data Science Virtual Machines (DSVM)

Users and Roles

Primarily call center and VOIP use and CRM. We focus on marketing and customer service efforts for the most part using this application. The organization focuses on outbound and inbound calling efforts using a variety of marketing media. Most of the campaign efforts are tracked and monitored. To provide a well-defined goal and solution.

Support Headcount Required

We have a variety of 4 people who support both technical and soft solution issues with the software. It is an integrated approach using several varied skill sets and technical expertise skill sets. In general, a smaller team could be used on a more intensive working parameter. In general, we are happy with the results.

Business Processes Supported

Inbound VOIP.
Outbound VOIP.
Email

Innovative Uses

Makes and aids to ease of adaptation and expansion.
Scalability
Ease of growth.

Future Planned Uses

Would seek future AI application.
Use of playing pre recorded scripts and other compliance time savers.
further automation of tasks.

Likelihood to Renew

We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.

Products Replaced

Not Sure

Key Differentiators

Product Features
Product Usability

The features and functionality were the drivers associated with the selection of this software. The robustness and feature-packed nature of this software had it an easy choice. The ease of implementation and ease of rollout further enhanced the value-added and usefulness of the associated software and its features.

Evaluation Lessons Learned

I don't think we would make any major changes since the overall process worked with in expected parameters. I think some more front-end training and further training might have helped. In general, the process was smooth and controlled. There were few unexpected problems and implementation more as long as expected and planned.

Usability

Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.