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Google it.
June 19, 2022

Google it.

steven mikutel | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Google Cloud Contact Center AI

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

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?

Yes

Would you buy Google Cloud Contact Center AI again?

Yes

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

8.6
Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
8
Interactive voice response
9
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
8.4
Inbound call routing
8
Omnichannel inbound routing
9
Recording
8
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
8
Customer surveys
7
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Google Cloud Contact Center AI

50 - 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.
4 - 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.
  • Inbound VOIP.
  • Outbound VOIP.
  • Email
  • Makes and aids to ease of adaptation and expansion.
  • Scalability
  • Ease of growth.
  • Would seek future AI application.
  • Use of playing pre recorded scripts and other compliance time savers.
  • further automation of tasks.
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.

Evaluating Google Cloud Contact Center AI and Competitors

Not Sure
  • 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.
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.

Using Google Cloud Contact Center AI

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.
ProsCons
Like to use
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None
  • easy system flow
  • integration
  • general functionality
  • some editing functions
  • sometimes changing data or fixing an error could be cumbersome
  • any abnormal flow
Yes, but I don't use it