GENPACT Presence in Contact Center Analytics Solutions
Genpact is an established business process management services provider with a global presence. The company leverages from its existing customer base, spread across various industries, globally. It focuses on strengthening its expertise in specific domains for targeted industries by undergoing acquisitions, strategic partnerships, and collaborations with significant industry players as well as academic institutions. Recently, in February 2017, the company extended its partnership with its largest client GE to provide professional services across all GE businesses. This partnership is expected to strengthen Genpact’s analytics portfolio by enabling it to leverage from GE’s advanced analytics portfolio and domain expertise. Further, the company expands its geographical presence to enter the key markets and serve its global clientele efficiently. With the objective of engaging its clients and partners effectively, Genpact opened an innovation center in the Silicon Valley. In alignment with the company’s strategy to focus on targeted industries and engage its stakeholders effectively, the center develops and showcases innovative solutions for finance and accounting, banking, insurance, manufacturing, consumer goods, life sciences, and high-tech enterprises. Genpact delivers solutions to its customers through a global network of 75 service delivery centers in 17 countries, and markets its services to both existing and potential clients through its business development team and global relationship managers. Looking at the organic growth strategies, Genpact is expanding its analytics portfolio with new product launches. The latest initiative in this series is the launch of Neural Chat Assistant solution, an Artificial Intelligence (AI) virtual advisor, designed to improve the customer experience, in February 2017. This product launch was one of the many initiatives taken up by the company to build on its analytics portfolio, powered through AI.