Item: Google Cloud Contact Center AI
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

The scope of usage for the Google Cloud Contact Center AI is managing all inbound calls & other contact requests by customers/potential customers & this call flow is generated from 30+ countries. Our aim is to provide best-in-class support to the customers, and so far Google Cloud Contact Center is the best we ever had for this purpose.

Pros and Cons

Assisting live agents.
Giving analytical insight regularly.
The virtual agent.

The accuracy levels of the virtual agent could be improved.
Five9 integration
Setting Up was a Hassle, especially since we don't use API to get to end-users.

Return on Investment

Less resource, more productivity.
Faster solutions to problems.
Average handling time has reduced.

Key Insights

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?

Would you buy Google Cloud Contact Center AI again?

Yes

Other Software Used

Cisco Webex Room Phone, Avaya Cloud Office, Oracle Aconex

Likelihood to Recommend

Google Cloud Contact Center AI is best suited for modern businesses, where "less resource, more productivity" is a motto. Workforce management is very easy since we started using this product. And you have to be able to trust Google, regarding the virtual agent. Because at the end of the day, you are leaving the customer with a machine-generated simulation of an actual agent. We trust the system & believe it will make the right choices.

Taking customer service to the Next Level!

Overall Satisfaction with Google Cloud Contact Center AI