Apex America's Digital Transformation with Google Cloud: A Case Study

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, 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 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.

• The digital transformation of Apex America with Google Cloud has led to significant operational improvements. The company has been able to develop digital solutions faster, leading to increased efficiency and productivity. The use of Google Cloud has also allowed for simpler, more collaborative work, enhancing the company's work culture. The partnership with Google has enabled Apex America to stand out as a Next Generation BPO company combining world-class technology and services. The company has improved critical KPIs like client management by 64%, offering end-to-end solutions that enable them to understand their client needs better. This transformation has enhanced their comprehensive service, which has become a very valuable asset. Furthermore, the company has been able to focus on the most important aspects of their business, leaving technical maintenance and security issues at the hands of Google tools.

• The company developed its solutions Speech Analytics, Data Way, and the Employee Experience platform twice as fast

• Sales, retention, and conversion indicators improved by 30%

• Customer-management KPIs improved by 64%