Inteligent answers and routing with Google Cloud Contact Center AI
June 21, 2022

Inteligent answers and routing with Google Cloud Contact Center AI

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

Overall Satisfaction with Google Cloud Contact Center AI

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.
  • Positive return on investment
Earlier to this, we never had an AI solution in place for the contact center jobs, therefore, I do not have any software/platform to compare Contact Center AI.

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

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.

Google Cloud Contact Center AI Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
9
Interactive voice response
9
REST APIs
10
Call scripts
10
Call tracking
9
Multichannel integration
10
CRM software integration
10
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
9