- Why CCS
- Product
- AI ProductsAI ChatChatbotSelf Service ExperienceCX QualityAccent NeutralizationAI AvatarCX InsightsAI Connector
- SolutionsBY BUSINESS TYPESmall & Medium Business
Grow your business
EnterpriseUpgrade your CX
BPO/OutsourcingElevate your operation
- ResourcesINSPIRECONNECTWHY CALL CENTER STUDIO?
- Pricing
- Partners
On Google Cloud since 2012
Built on Google Cloud. Not migrated to it.
Call Center Studio is a Google Cloud contact center platform. Every layer of it is a Google Cloud service, and has been since the platform was first built in 2012. Buying it does not add a cloud vendor to your estate, because the software and the infrastructure underneath it come from the same place.
2012The year the platform was first built on Google Cloud
3M+Voice minutes a day on the platform today
1M+Messages a day alongside the voice traffic
65+Countries with customers on the platform
Google Cloud has published this platform's story in its own press release. Read the release
Quick answer
What is the Call Center Studio and Google Cloud partnership?
Call Center Studio is a Google Cloud contact center platform that has run entirely on Google Cloud infrastructure since it was first built in 2012, and is listed on Google Cloud Marketplace. Unlike CCaaS vendors that reach cloud services through APIs, every layer of the platform is itself a Google Cloud service.
The 4 facts that matter
- We build the AI products and run them on Vertex AI and Gemini, with data in BigQuery and Firestore.
- The software and the infrastructure under it come from the same vendor.
- Pricing is quoted per deployment, with your Google account team welcome in the room.
- Google Cloud publishes Call Center Studio as a customer reference on its own site.
01 / Architecture
Not an integration. The architecture itself.
A platform that calls cloud services through APIs is not the same as a platform built on those services. Open a layer to see what that changes.
The services underneath
40+ Google Cloud services in production. The 10 most used are listed here, 7 in the customer path and 3 behind the scenes.
Cloud RunRuns the services behind routing, chat and call analysis, scaling with demandCustomer path
Firestore in Datastore modeHolds each customer's users, queues, IVR menus and call configurationCustomer path
Pub/SubMoves call, chat, recording, campaign and agent status events to the processes that need themCustomer path
Cloud StorageStores call recordings and media, so playback, download and analysis all read from one placeCustomer path
BigQueryHolds interaction data and answers the reporting and CX Insights queries in placeCustomer path
Cloud TasksCompletes deferred and retried work reliably, without making anyone wait for itCustomer path
Vertex AITurns interactions into categories, resolution status and sentiment for CX InsightsCustomer path
Cloud BuildPrepares platform components and releases new versions under controlBehind the scenes
Secret ManagerKeeps sensitive runtime configuration out of application packagesBehind the scenes
Cloud LoggingMakes errors and service behaviour traceable when something needs investigatingBehind the scenes
This is not the full list. The platform runs on 40+ Google Cloud services, and these are the 10 it uses most.
02 / Procurement
What procurement actually has to review
You are not adding a cloud vendor to your estate. The platform already runs on Google Cloud, so the software and the infrastructure underneath it come from the same place, and security and legal review one agreement instead of two.
Today
- Listed on Google Cloud MarketplaceUnder SaaS and APIs, where your team can see the platform, the documentation and the customer story Google published.
- One supplier for software and infrastructureNo second infrastructure relationship to assess, because the platform is already on Google Cloud.
- Commercials scoped with youYour quote is shaped by the number of agents, the channels you run, your interaction volume and the AI modules you enable, so you are not paying for capability you do not use. Your Google account team can be in the room.
If you hold committed spend with Google Cloud
Tell us. Google Cloud Marketplace can route third party software purchases through your Google Cloud billing, which is how committed spend gets drawn down rather than a new budget line being opened. The mechanics depend on the listing type and on the terms of your own agreement, so we work them through with you and your Google account team rather than promising an outcome here.
03 / AI products
Products we build, running on Google's models
CX Quality and CX Insights are our products. We design the scoring logic, the quality criteria, the category taxonomy and the workflow that turn a model output into something a supervisor can act on, then we run all of it on Gemini and Vertex AI, with interaction data in BigQuery and reporting through Looker Studio. The models come from Google. The product decisions are ours.
QualityCX Quality
Manual QA can only reach a fraction of calls. CX Quality evaluates all of them against your own scorecard, so coaching decisions are based on the full picture rather than a sample.
Gemini
BigQuery
Looker Studio
AnalyticsCX Insights
Surfaces what customers actually say, grouped by topic, sentiment and root cause. Because interactions already live in BigQuery, analysis runs where the data sits instead of in a copy of it.
Gemini
Vertex AIBigQueryLooker Studio
65+countries with customers on the platform
3M+voice minutes a day on the platform today
1M+messages a day alongside the voice traffic
2012the year the platform was first built on Google Cloud
04 / Partnership
The partnership is documented, not announced.
Explaining the cloud in Türkiye was hard in 2014. The Google Cloud office had just opened. When our CEO called to say the company was already running contact centers on it, the answer from the other end was that this was not possible. 12 years later that architecture is the industry standard, and the vendors who once sold on-premise systems are still moving. Three things here are checkable without taking our word for any of it.
“Born on Google Cloud”Google Cloud's own description of the platform, in its press release of
Google Cloud customer story
Published on cloud.google.com
Google's own account of the architecture behind the platform. It is published under AloTech, the name the platform launched with in its home market in 2012.
Google Cloud Marketplace
Listed product page
Listed under SaaS and APIs, with the documentation and the customer story Google published.
Google Cloud press corner
Announced by Google in 2022
Google's own release names the platform one of the first contact centre systems in Türkiye built on Google Cloud. In April 2022 it recorded 2 million minutes and over 1 million messages a day, the figures of that date.
05 / Keynote
Google Cloud opened our summit. Here is the whole talk.
Önder Güler, Country Manager at Google Cloud Türkiye, gave the opening keynote at CX Summit 2026 in İstanbul on . He spoke about how Google keeps its stack open, the investment decision for Türkiye, and what agent scale does to a data platform.
Subtitles are on by default in this player. Watch on YouTube
What he said about us
"Türkiye has adapted remarkably fast. Companies like AloTech, superbly equipped and visionary, have contributed enormously to that."
Önder Güler, Country Manager at Google Cloud Türkiye. Translated from Turkish. AloTech is the company's brand in its home market.
Also in the keynote
- Why Google keeps its stack open, and what that means for anyone who wants to move between platforms later
- The investment commitment for Türkiye, and why hyperscale infrastructure is a 5 to 6 year decision rather than an announcement
- The shift from human scale analytics to agent scale, and what it does to query volume
- Governance, security and cost control once agents are actually in production
06 / Comparison
Built on Google Cloud vs. moving to it
Most CCaaS vendors are migrating workloads to Google Cloud and announcing partnerships as they go. Switch the column to see what a buyer can verify today.
How long has it run on Google Cloud?
Since 2012, no migration required
Where does interaction data live?
Natively in BigQuery, queried in place
How does AI reach the data?
Vertex AI and Gemini on the same platform
Can I use my committed spend?
Depends on the listing type, we work it through with you
Who verifies the claim?
A Google Cloud customer story, a Google press release and 12 years in production
07 / Gemini Enterprise
Gemini Enterprise on top. Contact center underneath.
Gemini Enterprise brings the agents and the model layer. For those agents to reach a customer, they need a telephony, routing and quality layer beneath them. That is the layer we have run on Google Cloud since 2012, which is why the two stack cleanly.
How the layers fit
Both layers, one Google Cloud project
Agent layer
Gemini Enterprise
Vertex AI
Agent Builder
Grounding and governance
Contact center layer
SIP and WebRTC
Omnichannel routing
Agent desktop
Quality scoring
Reaches the customer on
VoiceWhatsAppChatEmailSocial
08 / Questions
Frequently asked questions
Is Call Center Studio available on Google Cloud Marketplace?
Yes. Call Center Studio is listed on Google Cloud Marketplace under SaaS and APIs. From there we scope the commercial agreement with you and your Google account team.
Does buying through Marketplace use my committed spend?
Google Cloud Marketplace can route third party software purchases through your Google Cloud billing, which is how committed spend gets drawn down instead of a new budget line being opened. Whether that applies to a given purchase depends on the listing type and on the terms of your own agreement, so tell us you hold committed spend and we will work the mechanics through with you and your Google account team.
What does Google Cloud-native actually mean here?
Each layer of the platform is a Google Cloud service rather than a component connected to one. Services run on Cloud Run, platform records sit in Firestore, interaction data is stored and queried in BigQuery, events move through Pub/Sub, and the AI products run on Vertex AI and Gemini. There is no separate hosting environment behind the product.
Which AI models power the AI products?
CX Quality and CX Insights run on Google Cloud, using Gemini for language tasks such as scoring, summarisation and topic extraction, with interaction data in BigQuery and reporting through Looker Studio. Model access stays inside your Google Cloud environment.
Where is my data stored?
Interaction data sits in Google Cloud storage and analytics services, so the region question is answered with Google Cloud regions rather than a bespoke build. We confirm the exact region and storage locations for your deployment before go live, which is the answer regulated buyers need in writing.
Does this compete with Gemini Enterprise for Customer Experience?
No, they stack. Gemini Enterprise brings the agents and the model layer, and Call Center Studio brings the contact center beneath them: telephony, omnichannel routing, the agent desktop, quality scoring and reporting.
How is pricing structured?
Pricing is scoped to the deployment: The number of agents, the channels you run, your interaction volume and which AI modules you enable. We build the quote with you so you are not paying for capability you do not use, and your Google account team can be part of that conversation.
Spend your Google Cloud commitment on your contact center
Start from the Marketplace listing, then talk to us. If you hold committed spend with Google Cloud, say so early and we will work the commercial route through with you and your Google account team.