360 Score: 3.73
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Genpact Contact Center Reviews & Details

  • New York, USA
  • 1997
  • More than $100 BN
BFSI, Manufacturing, Retail and Consumer Goods, Healthcare and Life Sciences, Energy and Utilities, Information Technology
Europe, Middle East and Africa, Asia-Pacific, Latin America, North America
Company Overview
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.

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.

GENPACT Popular Comparisons
Evaluated against 209 key buying criteria
  • Delivery - Direct
  • Delivery - Through Partners / Third-Party Vendors
  • Artificial Intelligence
  • Data Extraction and Mining
  • Machine Learning
  • Natural Language Processing (NLP)
  • On-Premise
  • On-Site Support
  • Remote Support
  • Subscription / Licensing
  • Appication Performance Report
  • Automatic Call Distributor
  • Customer Experience Management
  • Customizable reprts and Dashboards
  • Export and Share
  • Historical Reporting
  • Log Management
  • Real-time monitoring and reporting
  • Risk and Compliance Management
  • Workforce Optimization
  • No Weaknesses
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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.
#1 Product Features and Functionality / Applications
#2 Product Features and Functionality / Technology Used
#3 Product Features and Functionality / Technology Supported
#4 Solutions Offered / Predictive Analytics
#5 Solutions Offered / Speech Analytics


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

    All-Middle East and Africa

  • Niche Quadrant


  • Niche Quadrant