Item: Google Cloud Contact Center AI
Rating: 9
Author: Abdallah Hindy

Use Cases and Deployment Scope

I used to work in a contact center outsourcing company before we had something called IVR its the first step before reaching the real human contact center agent. We had a really huge volume of calls on the queue and when finally a customer makes it through and reaches our department they get really frustrated because of the long wait and the IVR was not really useful. Finally, the company decided to change the system and deploy GCC or Google Contact Center. After a while of training and a couple of months, the customers educated that they can solve their issues from GCC and that because it was really intelligent and got to the desired point for the customer. The call volume reduced by 42% after a couple of months and by its turn reduced waiting time on the queue so we got more numbers in customer satisfaction.

Pros and Cons

Simulation human voice and tones
Understanding the customer intention.
Finding the proper solution for the issue
Human agent smrt replies which is provided by GCC

More developing and machine learning although i believe that it's being done.
Being flexible to suite all businesses.
Programming more emotions and tones to it becasue it makes much diffrence with the customer experience.

Return on Investment

Reducing calls volume
Increasing C-sat
Preserving quality by providing agent with smart replies.
Reducing wait time on the queue.

Alternatives Considered

Genesys IVR

It was not bad but actually, it was not useful as Google CC AI, to be honest however it was made to be a machine, not a human, unlike Google Contact Center AI, it didn't provide smart replies or interact with the customer that way and also it had limited options to be selected, unlike GCC.

Key Insights

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?

I wasn't involved with the selection/purchase process

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

Yes

Would you buy Google Cloud Contact Center AI again?

Yes

Other Software Used

Genesys IVR

Likelihood to Recommend

My colleague got a call from a customer who was of old age and letting him wait in the queue was really frustrating for him. He just wanted to re-activate his service and this process needs to be done from our end, not the GCC the customer stated that he used to wait on the queue for more than 40 mins, and now he doesn't need to wait that long as he is aware that when he calls he talks to a machine but he almost forgets that fact as it always fulfills his needs.

future of contact center industry

Overall Satisfaction with Google Cloud Contact Center AI