Gemini Enterprise for Customer Experience (GECX)

Implementation, integration, and optimization of Google Cloud's agentic CX platform — deployed with your existing contact center infrastructure.

What Is GECX?

Gemini Enterprise for Customer Experience (GECX) is Google Cloud's agentic CX platform, launched in January 2026. It brings together three components into a unified solution for enterprises modernizing customer service:

  • CX Agent Studio — Build, test, and deploy multimodal AI agents for voice, chat, and digital channels
  • Agent Assist — Real-time knowledge surfacing, smart replies, AI coaching, and automated summaries for live agents
  • Customer Experience Insights — Conversation analytics across 100% of interactions, surfacing trends, sentiment, and compliance signals

GECX runs on Google's Customer Engagement Suite (CES) and integrates directly with major CCaaS platforms — so you get Google's AI capabilities without replacing your existing contact center infrastructure.

What AgentIQ Delivers

01

Discovery & Readiness Assessment

We assess your current contact center architecture, top contact drivers, data landscape, and integration complexity — and define the highest-ROI GECX use cases for your environment. Delivered in 1–2 weeks.

02

GECX Architecture Design

We design the target-state GECX architecture: which Conversational Agents handle which intents, how Agent Assist embeds into your agent desktop (Genesys, Avaya, Five9, Salesforce), and how CX Insights connects to your reporting stack.

03

Implementation & CCaaS Integration

We build and integrate — Conversational Agents for virtual handling, Agent Assist for live support, CX Insights for analytics — connecting to your CCaaS platform via SIP, gRPC, and the platform's native APIs. Full testing before go-live.

04

Production Launch & Optimization

We support the go-live, monitor performance against the KPIs defined in discovery, and iterate on agent flows and model configurations until you hit your targets.

CCaaS Platforms We Integrate

GECX works alongside your existing contact center platform — not instead of it. We have hands-on integration experience with:

Genesys Cloud Avaya OneCloud Five9 Cisco Webex Contact Center Twilio Flex Salesforce Service Cloud ServiceNow UJET

Frequently Asked Questions

GECX is Google Cloud's agentic CX platform launched in January 2026. It combines CX Agent Studio, Agent Assist, and Customer Experience Insights into a unified solution for building and running intelligent customer service operations across voice, chat, and digital channels.
Yes. GECX integrates with Genesys Cloud, Avaya OneCloud, Five9, Cisco Webex Contact Center, and Twilio Flex. AgentIQ handles the full integration — connecting Conversational Agents for virtual handling, Agent Assist for live agent support, and CX Insights for analytics — without requiring a platform replacement.
A focused Agent Assist deployment can be completed in 6–8 weeks. A full GECX rollout with Conversational Agents, Agent Assist, and CX Insights across voice and digital channels typically requires 12–16 weeks. We run a 1–2 week discovery sprint first to scope the work and define success criteria.
CES is Google's cloud-native contact center platform — the infrastructure layer for routing, queuing, and channel orchestration. GECX is the agentic AI layer built on top of CES, adding the Agent Studio, Agent Assist, and CX Insights capabilities. In most deployments, CES and GECX work together.

Need a faster path to production? Our pre-built Agent Assist Accelerator deploys in 3–4 weeks — with CCaaS integration templates for Genesys, Avaya, Five9, and Salesforce already configured.

See all accelerators →

Ready to Implement GECX?

Tell us about your contact center environment and we'll map out a GECX deployment that fits your infrastructure and delivers measurable results.

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