Amdocs Teams with Google Cloud at MWC 2026 to Boost AI‑Driven Telco Contact Centers

Amdocs said the partnership will embed Google Cloud’s generative‑AI models directly into its customer‑experience platform, allowing telcos to deploy “agentic” contact‑center agents that can handle routine queries, route calls, and suggest next‑best actions in real time. According to the MWC 2026 briefing, the joint solution will run on Google’s Vertex AI infrastructure and leverage the company’s Anthos for Telecom stack to provide a unified, multi‑cloud deployment model that telco operators can scale across legacy on‑premise data centers and modern public‑cloud environments (TechCrunch). The integration is designed to reduce the latency of AI inference at the edge of the network, a critical factor for voice‑and‑chat interactions where sub‑second response times are required to maintain customer satisfaction.

Forbes has long warned that the telecom sector has lagged behind other industries in adopting generative AI, citing cultural inertia and the complexity of legacy OSS/BSS systems (Forbes). Amdoks’ announcement directly addresses that gap by offering pre‑built AI workflows that sit on top of its existing OSS suite, promising a “plug‑and‑play” path to AI‑enhanced service desks without the need for extensive re‑engineering. The company’s press release notes that the solution will also feed anonymized interaction data back into Google’s large‑language models, enabling continuous improvement of the agents’ language understanding and intent detection capabilities.

Google Cloud’s Anthos for Telecom, highlighted in a recent TechCrunch feature, provides a container‑native platform that abstracts the underlying hardware and networking layers, giving operators the flexibility to run AI workloads on any cloud or on‑premise rack. By coupling Anthos with Amdocs’ telco‑specific APIs, the partnership aims to deliver end‑to‑end observability and automated scaling of AI services, which could cut operational expenditures for contact‑center staffing by up to 30 % according to internal projections cited by the two firms (TechCrunch). The joint roadmap also includes a roadmap for compliance‑by‑design, with data residency controls that meet the stringent regulations of European and Asian markets.

Industry analysts see the move as a test case for broader AI‑driven transformation across the carrier value chain. If the agentic contact‑center pilots succeed, they could pave the way for similar AI‑powered functions in network operations, fraud detection, and product recommendation engines. However, the rollout will have to overcome the same adoption hurdles highlighted by Forbes—namely, the need for telcos to upskill staff, integrate AI outputs into existing ticketing systems, and demonstrate clear ROI before committing to large‑scale deployments. The partnership’s success will therefore hinge not only on the technical merits of Google’s Vertex AI and Anthos stack, but also on Amdocs’ ability to translate those capabilities into tangible productivity gains for operators still wrestling with legacy infrastructure.