Google Cloud Contact Center AI

Call Recording

Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Automatic Call Distribution (ACD)

Routes incoming contacts to the right agents following a rules-based setup.

Regulatory Compliance and Audit

Ability to adhere to laws, regulations, guidelines, and specifications relevant to the business. Ability to store documents and trails for audit access.

Workforce Management

Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Analytics and Reporting

Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Interactive Voice Response (IVR) and Call Flow Designer

Enables callers to access information via a voice response system of pre-recorded messages without speaking to an agent.

Multi Channel Queue Management

The solution provides a structured queue system for sequencing service requests from multiple channels.

Omnichannel Support

Seamless integration of multiple communication channels (voice, email, chat, SMS, social media) for consistent customer experiences.

Availability and Quality of Training

Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization

Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration

Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features

Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features

Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Vendor Support

The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation

Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness

End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration

This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Business Value Created

Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement

Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.