Google Contact Center AI Platform vs Verint Open CCaaS
Google Contact Center AI Platform
cloud.google.comVerint Open CCaaS
verint.comSide by side
| Figure | Google Contact Center AI Platform | Verint Open CCaaS |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 1 | 1 |
| Spec score · Contact Center as a Service - Enterprise Software | 8.3 (#9) | 7.2 (#20) |
| Headquarters | Mountain View, California, United States | Melville, New York, 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. | Verint says Integration Studio integrations are delivered from a SOC 2 and PCI compliant cloud. |
Plans
Google Contact Center AI Platform
- Contact Center AI PlatformPriced on request
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.
Verint Open CCaaS
Verint Open CCaaS has no write-up on Specifiction yet; its figures are above.