Genpact Contact Center Reviews & Details

The call elimination toolkit delivers insights to optimize Interactive Voice Response (IVR) rates, improve First-Call Resolution (FCR) and cross-channel penetration, and eliminate web breakage. Through customer satisfaction assessment, the company builds and deploys integrated frameworks to capture customer interactions and assess call quality. The reporting services enable clients to access readily deployable, customized, pre-built, and best-in-class reporting templates, which can be plugged into the existing customer data sources or hosted data marts with minimal IT cost. These services also include building and managing data marts to capture data from disparate customer service systems, generating on-demand/customized reports.

USP : Genpact registers its presence in the contact center analytics market with its core analytics service suite – Genpact Contact Center Analytics. The analytics services suite consists of a number of solutions, such as call elimination, KPI reporting, customer satisfaction assessment, and technology assessment.

BUYERS
VENDORS
EXPERTS
3.7
ANALYSTS
 

GENPACT detailed analysis

Product Maturity
Company Maturity
Use Case Maturity
Most IMPORTANT
0.0
0.0
0.0
Breadth and Depth of Product Offerings
4.40
4.15
4.35
Product Features and Functionality
4.20
4.45
4.00
Delivery
4.05
3.65
4.90
Support Services
4.75
3.90
5.00
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

GENPACT has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Middle East and Africa

    15 Participants

  • Niche Quadrant

    All-Asia-Pacific

    22 Participants

  • Niche Quadrant

    All-Europe

    22 Participants

STRENGTHS
  • Product Maturity / Solution Delivery
    Delivery - Direct
  • Product Maturity / Solution Delivery
    Delivery - Through Partners / Third-Party Vendors
  • Product Maturity / Technology Used
    Artificial Intelligence
  • Product Maturity / Technology Used
    Data Extraction and Mining
  • Product Maturity / Technology Used
    Machine Learning
  • Product Maturity / Technology Used
    Natural Language Processing (NLP)
  • Product Maturity / Deployment Model
    On-Premise
  • Product Maturity / Medium of Delivery of Support Services
    On-Site Support
  • Product Maturity / Medium of Delivery of Support Services
    Remote Support
  • Product Maturity / Delivery Mode
    Subscription / Licensing
  • Product Maturity / Technology Supported
    Appication Performance Report
  • Product Maturity / Applications
    Automatic Call Distributor
  • Product Maturity / Applications
    Customer Experience Management
  • Product Maturity / Technology Supported
    Customizable reprts and Dashboards
  • Product Maturity / Technology Supported
    Export and Share
  • Product Maturity / Technology Supported
    Historical Reporting
  • Product Maturity / Applications
    Log Management
  • Product Maturity / Applications
    Real-time monitoring and reporting
  • Product Maturity / Applications
    Risk and Compliance Management
  • Product Maturity / Applications
    Workforce Optimization
WEAKNESSES

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TOP FEATURES
  • Product Features and Functionality
    Applications
  • Product Features and Functionality
    Technology Supported
  • Product Features and Functionality
    Technology Used
  • Applications
    Log Management
  • Deployment Model
    On-Premise
  • End Users
    Banking
  • Technology Used
    Data Extraction and Mining
  • Solution Delivery
    Delivery - Direct
  • End Users
    Financial Services and Insurance
  • Services Offered
    Consulting services

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GENPACT Presence in Contact Center Analytics Solutions

Questions & Answers

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