The company leverages social media to improve contact centre experience
Global leader in contact centre solutions, Genesys has beefed up its Centre of Excellence (CoE) in Chennai to address next-generation cloud technology and conversational Artificial Intelligence (AI).
These new technologies are expected to invigorate BPO businesses and accelerate contact centre transformation world-wide. The India CoE takes care of end-to-end delivery, with emphasis on AI and digital technologies. Between its existing centre at Hyderabad and the site at Chennai, some 600 employees are working across multiple competencies -- and contributing to a significant pool of intellectual property: Chennai has contributed over 30 patents -- more submissions come from this centre than any other of the four R&D bases of the company.
Tony Bates, CEO of Genesys
On his first visit to this country recently, after taking over as CEO of Genesys, Tony Bates said: "India is set for massive acceleration from basic digital transformation to a more personalized and business-centric approach to customer engagement. The bulk of R&D talent crafting these solutions for Genesys will continue to grow in India."
He added: "Voice interactions have made way for social channels such as WhatsApp, Facebook and others. Customers now expect to be understood and profiled better, and by understanding their social behaviour, brands can personalize their communication to them. Genesys, on its part is creating solutions, that is deployed on the cloud, and leverages the power of AI and machine learning."
Largest call centre market
Genesys believes that in India, the future belongs to conversational AI and efficient workforce engagement management. Mr Bates said: "India is the largest call centre market in the world. Gone are the days when the business hinged on cost and labour arbitrage. Today, the focus has shifted to customer delight and this requires strategic solutions that are intelligent, agile and cost-effective. The quality of talent is here exceptional and we are strategically tapping into it"
Genesys has tie-ups with multiple Indian universities to find high-quality talent among fresh graduates. Over the past three years, it has grown its headcount by more than four times.