Case Study: Transcom achieves scalable real-time customer analytics with Google Cloud Platform

Transcom Delivering world-class customer service with insightful data from BigQuery and Looker

Transcom, a Sweden-based customer experience and business process outsourcing provider, needed a scalable way to turn data from its global operations into better client service and performance insights. Working with Google Cloud Platform, Transcom used Google Workspace, Google Cloud Platform, and Looker to support collaboration and build a cloud-based data environment for its 30,000+ employees and high-volume contact center work.

Google Cloud Platform helped Transcom move its data lake to BigQuery, integrate feeds from hundreds of sources, and use Looker to unify metrics, reporting, and analysis across the business. The result was real-time analytics for more than 1.5 million customer interactions per day, stronger performance management, and deeper client reporting, while also enabling AI-powered tools like Dialogflow and Contact Center AI to improve service quality and agent productivity.

Transcom

Stefan Berg

Chief Technology Officer