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Using the Cloud to Scale Data Processing Solutions and Increase Capacity in Multiple Languages

Table of Contents

  1. Company
  2. Key Findings
  3. Challenge
  4. Solution
  5. Result
  6. Lessons Learned

1. Company

Apex America, a customer experience (CX) services company headquartered in Latin America, needed to expand its capacity rapidly. It used Google’s cloud-based services to improve its customer call transcription algorithms and scaled up to process more than three million calls per month. After testing Google’s cloud services against several prominent competitors, the Google-hosted services outperformed the other candidates and allowed Apex to process millions of hours of calls in multiple languages and dialects. The company estimates a 2.5x benefit against the cost of using Google’s platform and algorithms.

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