AloTech built an intelligent call center software at scale with Google Cloud. Call Center Studio uses Google Kubernetes Engine to power a highly scalable, reliable, AI-powered contact center solution for clients worldwide.
“For a global expansion, we needed a global solution. We process communications in real-time, so we need to be able to deliver low latency to our customers wherever they are. The connectivity options we have with Google Cloud are the best we have seen.”
Idris Avci, CTO and founding partner, Call Center Studio
Call Center Studio chose to remain with Google Cloud because of its superior global network and the ease with which developers could work. The company designed a new infrastructure based around microservices running on Google Kubernetes Engine (GKE) clusters.
One of the advantages of a cloud-based infrastructure over an on-premises stack is the ability to use powerful AI tools without having the upfront costs of buying and configuring lots of servers. By using a range of tools from the Google Cloud suite Call Center Studio delivers self-service processes that automatically hear, understand, and respond to customer queries at speed and at scale, allowing customer service agents to focus their attention on the most complex tasks.
Call Center Studio now has an infrastructure that can scale as quickly as the company is growing. For the last three years, the company has been doubling the amount of audio it processes, currently 2 million minutes every day. In addition, while speech has been Call Center Studio’s main focus, chat-based interactions over a variety of platforms and social media have been the fastest-growing part of the company’s portfolio in recent years, with more than a million messages processed a day.
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