Sanjay Pai, India Managing Director and Keith Budge, SVP and GM Asia Pac and Japan, Geneys
Genesys expands India presence in customer experience business

Bangalore, December 7 2017, Genesys,  a global player in omnichannel customer experience and contact centre solutions, reports accelerated momentum in India as it expands its decade-long presence in India with operations headquartered from Chennai.  With over a 150 customers in India, Genesys India has grown nearly 45 percent Year on Year over the past four years.  

India’s strategic importance to Genesys flows from  R&D, innovation and overall market  presence.

The Internet of Things [IoT] is growing exponentially in India as the country ranks the second highest, behind China, in IoT-Enabled customer maturity compared with other APAC markets, based on a study commissioned by Genesys. Pl see our report on this study.

Genesys has about  500 employees in India across various functions.  Most of the teams are based in Chennai and Hyderabad and focused on development activities of our SIP servers, Reporting, Genesys Voice Portal etc. We also have our Genesys Cloud provisioning, Software Testing and Learning & Development teams that co- exist with the R&D teams. The work these teams do is core to some key initiatives like Speech Analytics, AI & Analytics and have huge impact in differentiating us. So, clearly we are harnessing the best talent that India offers  

Genesys is positioned as a Leader for Ninth Consecutive Time in Gartner's Magic Quadrant for Contact Center Infrastructure, Worldwide and we are leaders in India with over 150 customers adding over 20 new logos every year. They have Top 3 Telcos, Top of 3 Private sector Banks, Top 2 Travel E-commerce companies as  their  customers.

As far as India being compared to the rest of Asia in Omni-Channel CX, and compared to other parts of the world, the company sees a  lot of enterprises in India being early adopters to go digital and have successfully adopted Digital channels. Genesys in India is leading the pack when it comes to adoption of Digital and Omni Channel solution in APAC. Iconic companies are those that maintain both the highest levels of customer experience (CX) satisfaction and have world-leading brand recognition — they deploy Omni-channel solution to increase customer satisfaction and Indian customers are already in various stages of moving to providing Omni-channel customer service.