Apex America's Digital Transformation with Google Cloud: A Case Study
- Platform as a Service (PaaS) - Application Development Platforms
- Sensors - Acoustic Sensors
- Equipment & Machinery
- National Security & Defense
- Maintenance
- Sales & Marketing
- Inventory Management
- Speech Recognition
- Cloud Planning, Design & Implementation Services
Apex America, an Argentinian company specializing in customer experience, was seeking to digitally transform its services to enhance its competitiveness and offer superior customer service. The company, which operates in multiple Latin American countries, was looking to leverage digital technology to transform its clients' conversations and provide efficient, innovative, and cost-effective solutions. Apex America's mission was to help other companies create value and boost brand loyalty without losing sight of end users. However, the company needed a reliable partner to help it achieve its digital transformation goals and enhance its conversation management services.
Apex America is an Argentinian company that began in 2003. It specializes in customer experience and operates in different countries throughout Latin America, including Argentina, Chile, Colombia, Brazil, Paraguay, and Honduras. The company has more than 6,000 employees and over 35 world-class clients working in various industries such as financial, fintech, communication, service, and credit card industries. Apex America aims to transform its clients' conversations through digital technology and industry-leading collaborators. It designs the experience and management strategy with the clients based on their specific needs, providing digital tools to execute the customer service strategy.
Apex America partnered with Google Cloud to digitally transform its services. The company's development team found Google Cloud easy to use, enabling them to work twice as fast. Apex America developed its solutions Speech Analytics, Data Way, and the Employee Experience platform using Google Cloud. The company also used Google Cloud tools such as Speech to Text APIs, Google Cloud-integrated storage, BigQuery, Data Loss Prevention (DLP) API, Looker Studio, and Google Workspace. Apex America developed Advanced Speech Analytics supported by Google technology to analyze audio and text material from conversations with clients. The audio files were stored in Google Cloud storage, processed with Google's speech-to-text tool, and later analyzed in BigQuery to extract insights related to behaviors and actions.