The solution combines Google Cloud’s Gemini Enterprise for Customer Experience and Amdocs’ Cognitive Core with telco-specific intelligence to deliver an end-to-end, generative Agentic Telco Contact Center
JERSEY CITY, NJ / ACCESS Newswire / February 27, 2026 / Amdocs (NASDAQ:DOX), a leading provider of software and services to communications and media companies, today announced a collaboration with Google Cloud to help service providers accelerate adoption of AI and transform the telco contact center with an agentic, AI-first approach.
The solution combines the conversational intelligence of Google Cloud’s Gemini Enterprise for Customer Experience (CX) with the domain precision of Amdocs’ Cognitive Core – the generative AI technology foundation of Amdocs’ agentic operating system for telco, aOS – creating an end-to-end, telco-specific, generative agentic contact center.
This collaboration fuses Google Cloud’s AI and cloud leadership, including Google’s Gemini models, with Amdocs’ telecom DNA and mastery of operational BSS/OSS systems of record. This solution delivers a ready-made, telco-grade AI experience fabric that bridges care, commerce, and operations through a unified, intelligent platform.
The solution is built on Amdocs’ Cognitive Core, with built-in telco-specific agents and sub-agents, working seamlessly with Gemini Enterprise for CX. It is designed as a turn-key, production-ready solution that enables operators to accelerate time-to-market with a pre-built, certified, domain-specific AI platform deployable on top of any BSS and OSS environment.
By combining Google Cloud’s AI capabilities with Amdocs’ deep telco domain leadership, service providers gain out-of-the-box support for complex, end-to-end telco business processes, with full configurability to align with each operator’s commercial policies, care journeys, and operating models. This includes AI-driven automation across billing inquiries, payment issues, disputes and adjustments, roaming issues, plan changes, renewals, and personalized upsell and cross-sell opportunities, all governed through business configuration and tightly embedded with systems of record for true end-to-end execution.
Built for telco-grade scale and trust, the solution incorporates strong governance, policy control, and end-to-end traceability, enabling service providers to confidently deploy generative and agentic AI across the telco contact center while maintaining compliance, auditability, and operational integrity.
As a result, service providers can lower operational costs, reduce call volumes, and accelerate AI innovation, while delivering faster, more personalized, and more consistent customer experiences that drive higher Net Promoter Scores (NPS) and measurable improvements in 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.”
Amdocs and Google will be showcasing their joint solutions at Mobile World Congress Barcelona, March 2-5.
Supporting Resources
About Amdocs
Amdocs helps the world’s leading communications and media companies deliver exceptional customer experiences through reliable, efficient, and secure operations at scale. We provide software products and services that embed intelligence into how work runs across business, IT, and network domains – delivering measurable outcomes in customer experience, network performance, cloud modernization, and revenue growth. With our talented people, and more than 40 years of experience running mission-critical systems around the globe, Amdocs runs billions of transactions daily. Our technology is relied on every day, connecting people worldwide and advancing a more inclusive, connected world. Together, we help those who shape the future to make it amazing. Amdocs is listed on the NASDAQ Global Select Market (NASDAQ:DOX) and reported revenue of $4.53 billion in fiscal 2025. For more information, visit http://www.amdocs.com.
Amdocs’ Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs’ growth and business results in future quarters and years. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general macroeconomic conditions, prevailing level of macroeconomic, business and operational uncertainty, including as a result of geopolitical events or other regional events or pandemics, changes to trade policies including tariffs and trade restrictions, as well as the current inflationary environment, and the effects of these conditions on the Company’s customers’ businesses and levels of business activity, including the effect of the current economic uncertainty and industry pressure on the spending decisions of the Company’s customers. Amdocs’ ability to grow in the business markets that it serves, Amdocs’ ability to successfully integrate acquired businesses, adverse effects of market competition, rapid technological shifts that may render the Company’s products and services obsolete, security incidents, including breaches and cyberattacks to our systems and networks and those of our partners or customers, potential loss of a major customer, our ability to develop long-term relationships with our customers, our ability to successfully and effectively implement artificial intelligence and Generative AI in the Company’s offerings and operations, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future; however, Amdocs specifically disclaims any obligation to do so. These and other risks are discussed at greater length in Amdocs’ filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2025, filed on December 15, 2025, and for the first quarter of fiscal 2026 on February 3, 2026.
Media Contacts
Mario Hajiloizi
Amdocs Public Relations
E-mail: [email protected]
SOURCE: Amdocs Management Limited
