Aspect Unified IP vs. Google Cloud Contact Center AI

The system is very complicated for the initial installations in the servers, which
requires highly qualified personnel for the start-up. It cost me the installation at the beginning but I knew it would be worth it because the use of an administrative control of calls is important and more when you have many service providers.

Incentivized

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

Incentivized

• Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
• Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
• Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.

Incentivized

• 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.

Incentivized

• The reports are very basic.
• There may be a broader reporting line, perhaps with more detailed records.

Incentivized

• It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
• Automation can be made a little simpler and basic for anyone to be able to work on it.
• Each instance of the software can have its own AI learning for a wider range of real time issues.

Incentivized

Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.

Incentivized

We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.

Incentivized

Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.

Incentivized

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.

Incentivized

Google is a known product that many have used and we didn't see any other competitors having the edge that they do in their products. This is seen in their customer service when it comes to learning how to use the product and they have the resources to self-learn it.

Incentivized

• Aspect Unified IP has been a great investment for us, and we have been their customers for 10 years now
• Aspect is important for us in delivering WOW experiences for our customers

Incentivized

• Reduced the number of minutes spent by live agents on trivial queries.
• Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
• Customer satisfaction got increased exponentially.

Incentivized