Transcom: Delivering world-class customer service with insightful data from BigQuery and Looker
Transcom provides digitally enhanced customer experience services to 300+ of the world’s best-known and most ambitious brands which rely on on-, off- and nearshoring services across 69 contact centers and work-at-home networks in 26 countries. The company uses Google Cloud technologies including BigQuery, Looker, Contact Center AI, and Dialogflow Enterprise Edition to unify data and support customer service operations.
- Organization
- Transcom
- Industry
- Professional Services
- Location
- Sweden
- Published
- May 2026
Planned next steps
- The source says this outcome is planned: Real-time conversational analytics for agents.
- The source says this outcome is planned: Captured top-agent learnings for coaching.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Transcom
- Provider
- GCP
- Maturity
- Unknown
- Linked source
- Google Cloud Customer Stories
No explicit deployment-stage evidence found.
Primary read
Use case focus
Showing 3 of 4
- 1Customer Service
- 2Customer Analytics
- 3Speech Analytics
- Transcom integrated data feeds from hundreds of sources into BigQuery to build its internal Transcom Reporting Experience platform.
- It uses Looker to unify metrics for performance management, client reporting, and customer satisfaction analysis.
- The article says Transcom plans to use Contact Center AI so agents can see real-time conversational analytics, deploy more sophisticated voicebots and virtual assistants, and capture learnings from top-performing agents for coaching.
- Processes 1.5 million customer interactions per day with real-time AI insights.
- Integrates data feeds from 200 different sources with BigQuery.
- Unifies metrics with Looker for performance management and client reporting.
Architecture
Transcom built an internal reporting experience on BigQuery that integrates enterprise master data and client-specific data streams, then uses Looker for measurement and visualization. The article also describes planned use of Contact Center AI for real-time conversational analytics and virtual-agent support in contact centers.
Sources & evidence1
- Customer explicitly identified
- Primary source available
- Technical implementation details available
AI-generated summary. Verify important details with the linked sources before relying on this case.
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