Monday, March 02, 2026
At MWC 2026, Amdocs announced a strategic collaboration with Google Cloud to fast-track AI adoption across the telecommunications industry. Together, the two companies aim to transform traditional telco contact centers into intelligent, agentic, AI-first environments that drive efficiency and elevate customer experience.
Through this collaboration, Amdocs integrates Google Cloud’s Gemini Enterprise for Customer Experience (CX) with its own Cognitive Core platform — the generative AI foundation powering Amdocs’ agentic operating system (aOS) for telecom providers. As a result, service providers can deploy a fully integrated, telco-specific generative agentic contact center solution designed to streamline care, commerce, and operational workflows.
Importantly, the joint solution merges Google Cloud’s AI and cloud innovation — including Gemini models — with Amdocs’ deep expertise in telecom business support systems (BSS) and operational support systems (OSS). This powerful combination creates a unified AI experience fabric tailored specifically for telecom operators. Consequently, providers gain a ready-to-deploy, production-grade platform that works seamlessly within existing BSS and OSS environments.
Built on Amdocs’ Cognitive Core, the solution includes pre-configured telco-specific AI agents and sub-agents that operate alongside Gemini Enterprise for CX. Because the platform is turnkey and certified, operators can accelerate time-to-market without complex integrations. Furthermore, the system supports complex end-to-end telco processes while remaining fully configurable to align with each operator’s policies, customer journeys, and business models.
The solution automates high-impact use cases such as billing inquiries, payment disputes, roaming issues, plan changes, renewals, and personalized upsell or cross-sell opportunities. At the same time, it ensures tight integration with systems of record, enabling true end-to-end execution. Strong governance, policy controls, and full traceability provide compliance and audit readiness, allowing operators to deploy generative and agentic AI with confidence.
As a result, telecom providers can reduce operational costs, lower call volumes, and improve innovation speed. Moreover, they can deliver faster, more personalized, and consistent experiences that positively impact Net Promoter Scores (NPS) and overall customer satisfaction.
"Collaborating with Amdocs enables us to bring Google Cloud's Gemini-powered conversational AI to telcos in a way that's deeply integrated with complex, real-world industry processes," said Angelo Libertucci, global head of industry, Telecom, Google Cloud. "By combining our leadership in AI-driven customer experience with Amdocs' deep domain expertise and systems of record, we're helping empower operators to deploy sophisticated AI agents that not only enhance the customer experience but also drive operational efficiency and measurable business value."
"Our expanded integration with Google Cloud brings together our deep, verticalized expertise and telco ontology with the most advanced conversational AI technology in the market," said Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs. "Together, we're helping operators move from reactive, high-cost contact centers to proactive, AI-first engagement models that accelerate business value, reduce operating complexity, and streamline customer journeys."
Ultimately, this collaboration signals a major step forward in building the agentic telco contact center of the future.
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