Customer experience firm Genesys launches new Cloud capabilities in India

Global cloud customer experience and contact centre solutions firm Genesys today announced the launch of Genesys Cloud in India, its tenth globally. This will allow the company to offer its customers ‘customer experience as a service’ and help improve customer outcomes at competitive price points, said Raja Lakshmipathy, Managing Director, India & SAARC, Genesys. “Our vision is to bring the world’s best cloud customer experience solutions for all Indian businesses. Today’s launch is a step toward delivering on this promise while adhering to the Indian regulatory framework that espouses data sovereignty,” he said. The company said that this was the first such deployment in India by a global customer service organisation.
The company has been working with Indian enterprises like ICICI Bank, Cleartrip and Tata Sky for over 16 years now. Globally, the company reported a 320% year on year growth in new enterprise bookings during FY2021. In India, new Cloud and Subscription bookings increased by more than 120 % year over year during fiscal year 2021, and the company expects adoption of Genesys Cloud in India to accelerate with the local data storage option.

“We’re expanding Genesys Cloud capabilities in India to help more Indian businesses reap the maximum benefit of the ongoing global cloud revolution by delivering the right technology, innovation strategy and strategic partner ecosystem. We aim to put Genesys Cloud within reach for any organisation, enabling them to proactively understand and predict consumer behaviour for more effective and empathetic customer experiences,” said Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud.

Genesys has over 500 employees in India, with the company’s second largest R&D centre located in Chennai. The company said that Genesys Cloud is compliant with Indian government regulations relating to local Private Branch Exchange (PBX) for domestic call ingress, no toll bypass, Call Detail Record (CDR) data and call recording to be stored and available in the country, thus allowing enterprises to handle all customer interactions originating from within the country and outside.

“The demand for Cloud contact centre Services has been significant especially in times when hybrid work culture has become the new normal. Given the Indian regulatory framework, there is a compelling need to deliver business requirements locally with the right value proposition to the enterprises. The Genesys Cloud architecture strategy is designed to address enterprise challenges and build a seamless local cloud service,” said Parminder Kaur, Associate Director, ICT Practice, Frost & Sullivan.