Google Cloud contact center whose embeddable Agent Adapter lets representatives work from their system of record, such as Salesforce, Microsoft Dynamics or Zendesk, alongside contact deflection and predictive routing.
Task classification by ETHORITY. Check the product’s documented scope against your task.
Fit and decision conditions
Prerequisites
Google Cloud project with billing enabled; quota assigned to billing ID ("You can't create an instance without quota"); IAM roles Contact Center AI Platform Admin and Service Usage Admin; up-to-date WebRTC browser (Chrome recommended); network/firewall configuration; wired headsets recommended
"Google Cloud does not use customer data for training models without customer's prior permission or instruction." Google Cloud-wide GenAI whitepaper; not Dialogflow-specific. Dialogflow pricing, security-settings and logging docs silent on training.
Certificates and audit reports
ISO/IEC 27001 (Google Cloud ISMS; in-scope list includes Conversational Agents, Agent Assist, CCaaS, GECX); SOC 2 Type II (core quarterly reports; in-scope list includes Agent Assist, CCaaS, Conversational Agents); certificates/reports via Compliance Reports Manager
ISO scope from https://cloud.google.com/security/compliance/iso-27001 ("accredited ISO/IEC 27001 certification ... audit by an independent third party"; certification body not named). Trust centre also lists ISO 27017/27018/27701, SOC 1/3, PCI DSS, FedRAMP (product scope not checked). GDPR/HIPAA are laws. Not third-party verified on issuer site.
Additional data conditions
Retention and deletion
Configurable retention via security settings: must be lower than "Dialogflow's default 365-day TTL" (Agent Assist default 30 days); purge of selected data types; purged data "might remain in backup storage for a few days"
25-agent minimum from https://docs.cloud.google.com/contact-center/ccai-platform/docs/get-started.
Trial
Yes: free trial credits for new users ($600 Flows, $1000 Playbooks, expire after 12 months); CCAI Platform "Time-Limited Trial Small instance expires after 90 days"
A written comparison of up to three AI offerings · €195 net
You get the facts that matter for your decision, each with its source, the questions to ask each vendor and a cost estimate based on your own numbers. First you agree your three most important criteria with Sten Franke.
We deliver your brief by email within a maximum of five working days after payment is confirmed and we have agreed the question and minimum information needed to begin. ETHORITY confirms the start date and delivery date and delivers earlier when the reviewed brief is ready. Missing optional information is recorded and assessed; it does not require you to research the solution yourself. Review before delivery and email support are included.
ETHORITY®