Transcom Transforms a 10-Year Partnership into a Gen AI Revolution, Slashing Sales Research Time by 70%

As a global BPO leader serving the world’s most ambitious brands, Transcom manages over a million customer interactions daily. For a decade, Google Workspace has been the key to their operations—the “company card to unlock the doors”. But to build the future of customer experience, Transcom needed more than a tool; they needed a partner to “co-parent innovation”. By deepening their relationship with Devoteam, they harnessed the power of Generative AI, transforming internal processes and achieving unprecedented efficiency gains.

The Challenge: Finding an Innovation Co-Pilot for a Human-Centric AI Strategy

With a powerful “hunger for innovation”, Transcom’s leadership saw the transformative potential of Generative AI. The primary challenge was finding a partner with elite expertise in both Google Workspace and Google Cloud. This was “priority number one”.

Beyond technical skill, Transcom needed a partner who would collaborate on strategy and navigate the human element of transformation. A key objective was to assure employees that “AI is not here to replace them. AI is here to help them”. The vision was clear: a strategy that puts humans at the centre, democratizing AI to enhance, not replace, their team’s capabilities.

The Solution: Democratizing Gen AI with Devoteam’s Expert Guidance

The partnership between Transcom, Devoteam, and Google formed a “perfect triangle” of trust and technology. Devoteam was chosen for its deep, multi-regional competence and its ability to provide the right skills to bridge the gap from legacy systems to a modern cloud vision.

The strategy was simple but powerful: bring AI to the user.

• Seamless Integration: Devoteam helped implement Gemini for Google Workspace, embedding Gen AI capabilities directly into the tools employees use every day, such as email and Docs. This approach ensured the adoption journey was familiar and frictionless.
• Human-Centric Adoption: The focus was on empowerment. Employees were encouraged to use Gen AI as an “inspiration, like validation of your thinking, like researching some of the knowledge”.
• Targeted Use Cases: Devoteam helped identify and demonstrate value across the business. The sales team began using NotebookLM for new client research, while Gen AI-powered tools were introduced to train agents on voice interactions.

The Results: A New Era of Proficiency and Efficiency

The implementation of Generative AI has been a transformational piece for Transcom, driving measurable results and fundamentally changing how teams work.

• 70% Reduction in Analytical Time: The process for researching new clients, which previously required extensive work from analysts, has been reduced by 70%.
• Radically Faster Training: Transcom has “changed completely how our training process looks, and it’s much, much faster.”
• Accelerated Proficiency: Employees can now speed up their proficiency on any given topic, allowing them to learn and master new information more effectively.
• Enhanced Sales and Bidding: Using NotebookLM, the sales team can now learn everything about a new client quickly and easily before a meeting.

With Devoteam’s ongoing partnership, Transcom is committed to maximising its Google investment and continuing to push the boundaries of what’s possible. Together, they are not just adapting to the future—they are actively building customer experience 2.0 and transforming the customer service industry.