A great AI contact center which delivers.
June 18, 2022

A great AI contact center which delivers.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Google Cloud Contact Center AI

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.
  • Reduced the number of minutes spent by live agents on trivial queries.
  • Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
  • Customer satisfaction got increased exponentially.
Google Cloud Contact Center AI was way better than the competitors we analyzed, especially the Dialogflow usage made our decision of going with Google Cloud Contact Center AI very easy.

Do you think Google Cloud Contact Center AI delivers good value for the price?

Yes

Are you happy with Google Cloud Contact Center AI's feature set?

Yes

Did Google Cloud Contact Center AI live up to sales and marketing promises?

Yes

Did implementation of Google Cloud Contact Center AI go as expected?

I wasn't involved with the implementation phase

Would you buy Google Cloud Contact Center AI again?

Yes

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.

Google Cloud Contact Center AI Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
7
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
7
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
Not Rated
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated