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Customer Experience Transformation
with Google and EXL

Transforming tomorrow: AI, CX, and data with EXL + Google

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EXL partnerships

EXL + Google

EXL and Google join forces to help enterprises unlock the full value of their data with agentic AI. Together, we redefine customer engagement, deliver end-to-end data modernization, design industry-specific AI solutions, enhance contact centers with AI-powered operational insights, and enable seamless omnichannel experiences – empowering enterprises to innovate and scale.

Premier level Google Cloud solutions partner

As a Premier Level Google Cloud Partner, EXL empowers businesses to unlock the potential of Google Cloud’s infrastructure, enhanced by our Customer Experience Services (CES) Solution suite and advanced analytics. By combining deep data and domain expertise with cutting-edge technology, we help organizations uncover actionable insights and achieve strategic business outcomes.
Google Customer Engagement Suite

Delight customers with personalized, realistic engagement from an end-to-end AI application that knows you, anticipates your needs, and delivers exceptional customer experience across every touchpoint.

Google Customer Engagement Suite

Delight customers with personalized, realistic engagement from an end-to-end AI application that knows you, anticipates your needs, and delivers exceptional customer experience across every touchpoint.

Google Customer Engagement Suite

Delight customers with personalized, realistic engagement from an end-to-end AI application that knows you, anticipates your needs, and delivers exceptional customer experience across every touchpoint.

Why partner with Google Cloud + EXL?

Empowering businesses with secure, scalable, and AI-driven solutions.

AI-driven experience transformation

AI-driven experience transformation

<p>Improve customer and employee experiences using generative AI. Achieve <strong>10–20% CSAT improvement</strong>, boost agent satisfaction by <strong>10–15%</strong>, and drive self-service adoption through accurate, proactive and personalized interactions.</p>
Boost efficiency with intelligent automation

Boost efficiency with intelligent automation

<p>Achieve operational excellence with <strong>40–50% AI containment</strong> and <strong>305–40% improvement in efficiency</strong>. Reduce manual effort and operating costs by embedding agentic AI into workflows and decision-making.</p>
Deliver consistent omnichannel engagement

Deliver consistent omnichannel engagement

<p>Ensure frictionless, personalized experiences across every touchpoint - web, mobile, voice, email, and apps. Enable multimodal interactions with text, voice, and images to meet customers wherever they are.</p>
Enable scalable integration across ecosystems

Enable scalable integration across ecosystems

<p>Accelerate deployment and achieve enterprise-wide interoperability across CRM, WFM, telephony, and other platforms. Empower teams with data-driven insights and future-proof connectivity.</p>

EXL impact

Powering the success of global industry leaders

EXL’s comprehensive data- and AI-led solutions combine advanced analytics, deep domain expertise, and robust data foundations to deliver transformative business outcomes.

300M+

We have transformed over 300 million customer interactions leveraging AI, driving better experiences, lifetime value, and smarter operations.

25+

We enable global connectivity and inclusivity with support for 25+ languages, creating tailored, culturally relevant customer experiences across diverse markets.

10K+

We bring unmatched domain knowledge and operational efficiency to every customer touchpoint, with our network of 10,000+ CX professionals,

10+

We empower your organization with pre-built components and agentic AI accelerators to unlock efficiency, improve decision-making and transform your data ecosystem into a growth engine.

What we do

CX advisory and consulting services

CX advisory and consulting services

Assess your CX maturity across key dimensions - operations, technology, AI and design using our proprietary framework and industry benchmarks. We focus on high value wins to accelerate your CX transformation journey.
Data modernization services

Data modernization services

Migrate from fragmented legacy systems to cloud-native data platforms, unify your structured and unstructured data across the organization, and create a single source of truth to fuel smarter decisions, stronger compliance, and faster time to insight.
CX and AI solutions

CX and AI solutions

EXL’s powerful suite of CX solutions and AI accelerators blends design, data and domain expertise to fit effortlessly into your existing ecosystem to drive measurable business value.
CX Center of Excellence (CoE)

CX Center of Excellence (CoE)

Tap into our global talent network of developers, conversational designers, domain experts and CX architects - working as your extended team to accelerate success
CX-Integrated operations

CX-Integrated operations

Our global delivery model spans six continents to ensure seamless CX operations, providing round-the-clock support and localized expertise to keep your customer experience flawless—anytime, anywhere.

Our value <br>to you

Redesigned customer journeys
Reimagine end-to-end customer experiences using journey mapping, UI/UX design, and simplification strategies to improve engagement and satisfaction.
Frictionless digital self-service
Enable customers to resolve queries independently through proactive outreach, conversational AI, chatbots, and automated email workflows.
Human + AI: The power of augmented service
Empower agents with intelligent AI-driven tools like unified desktops, next-best-action recommendations, and auto-summarization for faster resolutions and smarter customer experiences.
CX intelligence layer
Harness advanced analytics for call performance, sentiment analysis, and repeat call detection to optimize customer experience and reduce friction at every touchpoint.
Outcome led Engagement
Our approach is simple: your success defines ours. Our pricing model is built on outcomes to reflect the impact and results we create for your business.

EXL and Google Cloud: Partnering for progress

Evolving solutions for evolving needs

EXL Tranform.CX

<p>Converts call transcripts into rapid AI Agent execution, automating intent discovery, process mapping, and agent workflow creation. With enriched metadata and seamless integration, Transform. CX speeds up deployment and cuts manual effort significantly.</p>

GRPC API

<p>Enable APIs &amp; set up Google Cloud Project, for rapid integration with Five9 and Genesys for real time speech-to-text, Customer Assist, and Agent Assist interactions.</p>

CX Insights Hub

<p>Harness 15+ AI-powered views across the CX value chain, analyzing 80 parameters across customers, agents, products, supervisors, and operations. Unlock sentiment analysis, CSAT prediction, and behavior scoring for real-time, actionable insights.</p>

CX Loop.AI

<p>Boost containment, CSAT, and resolution across platforms. CX Loop.AI continuously monitors every bot conversation to detect issues like hallucinations, sentiment shifts, and drop-offs while delivering real-time insights, optimization recommendations, and KPI tracking.</p>

Partnership awards and accolades

Spotlight on achievements in excellence

Market Leader in HFS Horizons "Customer Experience Service Providers 2024
Market Leader in HFS Horizons "Customer Experience Service Providers 2024
Major Contender in Everest Group "Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025" - Global
Major Contender in Everest Group "Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025" - Global
Leader in ISG Provider Lens® Generative AI (GenAI) Services – Large and Midsize Global 2025 report
Leader in ISG Provider Lens® Generative AI (GenAI) Services – Large and Midsize Global 2025 report
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EXL’s agentic AI and Google Cloud solution
saves global financial services leader
$12M through call containment

Read case study

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