Selected Work

Challenge

A major telecommunications provider operated a fragmented, on-premise contact center environment — legacy Avaya infrastructure handling voice with a separate, end-of-life platform managing chat, email, and SMS. Rigid DTMF-based call flows, limited analytics, and lack of visibility into agent performance were compounding operational costs and holding back innovation. The client needed a path to modernization that minimized disruption to ongoing operations.

Approach

We conducted a full discovery of the legacy environment and mapped existing capabilities to Google's Customer Engagement Suite (CES). Rather than a rip-and-replace, we designed a phased, intent-by-intent migration strategy that enabled incremental value realization while minimizing production risk.

The implementation included:

• End-to-end telephony integration between on-premise SBC and Google CES, preserving existing PSTN infrastructure
• Omnichannel virtual agents (voice, chat, SMS) using generative playbooks and deterministic flows
• Hyper-personalization via real-time integration with the client's customer data platform
• Simplified call handling and intelligent routing using Google CCaaS
• Agent Assist with sentiment scoring, live call summarization, and Generative Knowledge Assist
• Contact center and agent performance analytics via CES Insights and Quality AI

Challenge

A mid-market retail contact center was looking to improve agent efficiency and customer satisfaction without a full platform migration. Average handle time was high, after-call work was consuming significant capacity, and agents lacked real-time knowledge access during complex customer interactions. The client needed measurable impact fast, within their existing Genesys Cloud environment.

Approach

We designed and deployed a production-ready Agent Assist solution integrating Google Cloud's AI capabilities with the client's existing Genesys Cloud platform. Built on a custom connector using Cloud Run, BigQuery, Pub/Sub, and Redis/Memorystore, the solution brought real-time intelligence into the agent desktop without requiring Genesys replacement.

Capabilities delivered:

• Industry-leading speech transcription and real-time sentiment analysis
• Generative Knowledge Assist surfacing relevant answers during live calls
• Automated call summarization eliminating manual after-call work
• Real-time escalation recommendations grounded in customer sentiment signals

Challenge

A large healthcare organization faced a regulatory requirement to provide language access services for non-English speaking members. The existing process relied on agents manually identifying language mismatches and initiating bridge calls to interpreter lines — creating delays, inconsistent compliance, and operational overhead. The organization needed an automated solution that worked across their existing contact center infrastructure without disrupting active operations.

Approach

We extended the client's existing Genesys Cloud connector with real-time language detection capabilities using Google Cloud's speech and AI infrastructure. The system listens to live customer audio, detects the spoken language, compares it against the agent's configured language skills, and automatically routes to the appropriate language resource — without requiring agent action in the fully automated mode.

The solution included:

• Real-time language mismatch detection on live calls using Gemini Live API
• Configurable handling modes: fully automated bridge or agent-prompted semi-automated routing
• Native customer notification in their detected language upon routing
• Support for outbound campaigns with language-aware routing to Google Cloud voice agents
• Compliance dashboard with language detection logging, contextual handover tracking, and audit reporting