Google Contact Center AI Platform vs Nextiva
Google Contact Center AI Platform
cloud.google.comNextiva
nextiva.comSide by side
| Figure | Google Contact Center AI Platform | Nextiva |
|---|---|---|
| Price from | — | $15/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 1 | 8 |
| Spec score · Call Center Software | 8.6 (#19) | 8.9 (#9) |
| Headquarters | Mountain View, California, United States | Scottsdale, Arizona, United States |
| Security | VPC Service Controls can help mitigate data exfiltration risk by restricting exchanges between an instance and Google Cloud services outside its perimeter. | Nextiva says its data centers are independently audited and calls are encrypted with TLS and SRTP; it lists SOC 2, PCI-DSS, HIPAA with signed BAAs, GDPR, and HITRUST. |
| What it does | CCAI Platform is a cloud-native contact center service that queues and routes customer interactions across voice and digital channels. | Nextiva provides a cloud business communications and unified customer-experience platform combining VoIP, messaging, meetings, contact-center functions and customer-data workflows. |
Plans
Google Contact Center AI Platform
- Contact Center AI PlatformPriced on request
Nextiva
- Core$15 a month
- Engage$25 a month
- Scale$75 a month
- Core$15 a month
- Core$15 a month
- Engage$25 a month
- Engage$25 a month
- Scale$75 a month
In their own words
Google Contact Center AI Platform
Google Contact Center AI Platform is a cloud-native service for queuing and routing customer interactions across voice and digital channels. It supports voice, chat, and SMS, with web and mobile SDKs for adding support experiences to apps. Its AI capabilities include omnichannel routing, virtual agents, Agent Assist, and Insights. Businesses can embed agent interactions, media sharing, and secure payments in customer journeys. CRM integrations include Salesforce, Zendesk, Microsoft Dynamics, Kustomer, and HubSpot; Salesforce integration can find customer records, connect session data to CRM records, and open cases for calls or chats. The Apps API includes endpoints for agents, calls, campaigns, chats, co-browsing, contact data, SMS, and wait times. Documented instance sizes range from 250 to 100,000 concurrent call or chat sessions. Pricing is on request, with no free plan and a free trial. Trial instances are non-production, capped at 250 concurrent sessions, and telephony is billed separately. Time-limited trials expire after 90 days, taking their configuration with them.
Nextiva
Nextiva is a hosted VoIP PBX for business communications, with voice calling, messaging, and collaboration features. Its Core plan includes inbound and outbound voice, business SMS, video meetings, screen and file sharing, call routing, team chat, and a mobile app. Listed call-handling tools include auto attendants, local and toll-free numbers, advanced routing, call recording, voicemail transcription, and call forwarding. Engage adds customer-to-team SMS, toll-free service and minutes, advanced reporting, an inbound call center, live chat, and a chatbot. Apps are listed for Windows, macOS, Linux, iOS, and Android, and a Chrome extension connects Contact Center to the browser. The integrations directory names Salesforce, HubSpot, Zoho, Microsoft Teams, Zendesk, and others; Nextiva advises confirming availability for integrations not shown. The system needs at least 100 kbps of upload speed per phone line, and all cloud phone system plans include 24/7 support. Core costs $15/user/mo, Engage $25/user/mo, and Scale $75/user/mo. No free plan or trial is listed.