Google Cloud Center Review
June 28, 2022

Google Cloud Center Review

Moises Abraham Lacayo Cortes | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Google Cloud Contact Center AI

Google cloud contact center AI is used for incoming calls from customers who want to make inquiries about different types of financial products, the business problems it addresses are the poor response of human employees, its scope is to use it for different areas or departments of the bank for a better connection of the bank with its clients.

Pros

  • a friendly environment
  • good connection
  • the support

Cons

  • a better price
  • more configuration options
  • more accessible to people with little knowledge
  • better connection with customers
  • increase in sales due to the use of the contact center
  • better feedback
Only IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.

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

Not sure

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

In a specific scenario in which I would not recommend it, it would be in a hospital, since the level of margin of error must be minimal, human lives are at risk and can cost dearly if Google cloud contact center AI fails, in the scenario in which I would recommend it, it would be in that of a legal company

Google Cloud Contact Center AI Feature Ratings

Agent dashboard
9
Validate callers
6
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
7
Interactive voice response
8
REST APIs
8
Call scripts
4
Call tracking
7
Multichannel integration
7
CRM software integration
9
Inbound call routing
8
Omnichannel inbound routing
5
Recording
9
Quality management
7
Call analytics
9
Historical reporting
8
Live reporting
7
Customer surveys
9
Customer interaction analytics
9

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