Wolkvox: AI software as a service for contact centers powered by Google Cloud
About Wolkvox
Wolkvox is a Colombian SaaS company providing disruptive solutions for Contact Centers, CRM, and automation by creating memorable experiences for end-users through artificial intelligence.
Tell us your challenge. We're here to help.
Contact usWolkvox has migrated its operations to Google Cloud to continue shaking up the Contact Center industry with a disruptive suite ready to create a full experience with just one click.
Google Cloud results
- Reduced activation time for new customers: from 2 days to 1 hour
- Expansion to 12 countries in the past 2 years
- More security in provided services
99.96% uptime for users
Wolkvox is a Colombian company providing SaaS (software as a service) solutions. It leads in the use of artificial intelligence in Contact Centers, CRM, and automation. Operating for over a decade, it provides its customers with a flexible service with no minimum charge requirements. Thanks to the company’s motto "Easy in, easy out," Wolkvox is growing at its own pace in an unprecedented manner.
Set up in Medellín and present in regions such as Bogotá, Mexico City, Madrid, and Florida, the company employs 125 workers across 12 countries. The team constantly strives for innovation when it comes to customer satisfaction to drive the technological transformation of hundreds of businesses throughout the globe.
With just one click, Wolkvox technology suite can trigger services that include analytics, generative artificial intelligence, automation, and virtual agents, centralizing various communication channels in one unified desktop to simplify customers' operations in record time.
A commercial support that makes an impact
Wolkvox was searching for a strategic ally, a partner that would not only help the company overcome technology hurdles, but also provide strong commercial support and be capable of empathizing with the company's vision in the long run. All these requirements were met by the Google Cloud team.
Wolkvox's first technology challenge was scalability. The company needed to adapt to market fluctuations without sacrificing an ounce of efficiency. It needed to adjust resources in real time to make precise, streamlined, and quick decisions before taking the next step.
Not only did Wolkvox require scalability, but also flexibility: versatile tools that would help it evolve and allow for a pay-per-use model for both the company and its customers.
In addition, as Wolkvox operates in the Contact Center industry, end-users' data security was a key factor. It needed to ensure proper protection and management of sensitive data.
The company also aimed to ensure the highest quality in its platform calls, with the lowest latency possible. Finally, cost optimization was undoubtedly the basis of this research.
A new era of versatility and operational capacity
Thanks to Wolkvox's migration to Google Cloud, all the services provided in the company's Contact Center Suite are backed up in the cloud: generative artificial intelligence, automation, analytics, and virtual agents.
Wolkvox began implementing Google Cloud solutions in late 2016. Cloud SQL, Compute Engine, Cloud Storage and Persistent Disk were the ideal combination to skyrocket desired growth beyond the company's expectations.
Persistent Disk was the solution for high performance block storage for virtual machines, and the company uses Cloud Storage to store unstructured data.
The successful migration to Cloud Storage led the company to create a disruptive product: Wolkvox Storage. This solution provides unlimited and unrestricted data storage, giving rise to a new era of versatility and operational capacity.
"Wolkvox's adoption of Google Cloud is a testament to how a bold search and a shared vision can turn a technology challenge into a one-of-a-kind opportunity of exponential growth."
—John Rincón, Regional Sales and Marketing Director, WolkvoxTaking expansion one step further
After migration, it was not long before the company began to see results, which continue to surprise. During 2023, Wolkvox experienced a 40% growth in the use of Cloud SQL to ensure that every step taken when innovating its applications at a local level will be mirrored when migrating to the cloud.
In addition, the use of Compute Engine has increased by 20%—a milestone in the company's capacity to make large-scale operations efficient. But that is not all.
Thanks to the Google Cloud global network infrastructure, Wolkvox reduced new customers' provisioning time from two days to just one hour so that activation is immediate. In addition, the company has managed to expand into 12 countries in the past two years.
"Thanks to our migration to Google Cloud, we can create additional servers whenever we need them and start operating in under an hour."
—Mauricio Agudelo, Infrastructure Leader, WolkvoxToday Wolkvox can ensure its customers 99.96% uptime and excellent quality CaaS services (contacts as a service) at an attractive market cost.
Adopting Google Cloud has also provided the company with immediate access to valuable information and relevant resources. The company has powerful database engines and cutting-edge big data analytics tools, which makes decision-making an agile process.
Another beneficial result is the "Infrastructure as Code" project, an innovative approach based on a daily basis analysis of key variables that triggers a conscious and efficient use of infrastructure.
"We have implemented settings that allow our system to automatically know when to adjust the infrastructure, optimizing the process in real time. We have achieved this thanks to a fluid integration of Google Cloud APIs," Mauricio Agudelo explained about the project.
Wolkvox's future is with Google Cloud
Given this continuous strategic collaboration with Google Cloud and as the migration results turned out to be really positive, Wolkvox has outlined a roadmap to continue to the next level and conquer new markets.
The company has strengthened its commitment to data security, implementing Google Cloud Armor as an additional data security layer to protect sensitive data provided by the company's customers.
Furthermore, it has started tests with Cloud Run, a tool that speeds up service runtime as it facilitates the implementation of frontend and backend processes.
"Google Cloud provides many ready-to-use documents for each solution, which generates confidence in terms of security, flexibility, and support."
—John Rincón, Regional Director of Sales and Marketing, WolkvoxWolkvox is also actively working to join Google Cloud official Marketplace so that the company can expand the visibility of its suite of technology solutions.
There is no doubt that Google Cloud opened a world of possibilities for Wolkvox to evolve with unexpected agility. This journey is just beginning.
Tell us your challenge. We're here to help.
Contact us
About Wolkvox
Wolkvox is a Colombian SaaS company providing disruptive solutions for Contact Centers, CRM, and automation by creating memorable experiences for end-users through artificial intelligence.