AI-Driven Growth in India

US-based customer support software provider Genesys is experiencing significant growth in both its customer base and revenue within India, thanks to the increasing adoption of artificial intelligence (AI)-based applications across various industries. According to Deepa Madhavan, India country head and vice-president of product engineering at Genesys, the company's revenue in India has seen a nearly 20% increase, with the Genesys Cloud customer count growing by approximately 25%.

Key Industries and Innovations

The growth is primarily driven by sectors such as BFSI, airlines, ecommerce, healthcare, and BPO, with business services leading as the largest industry by revenue in India. To further its commitment to innovation and customer proximity, Genesys has inaugurated a new center at its Chennai R&D campus. This facility is designed to showcase their offerings and collaborate on product development with customers.

Chennai: A Hub for R&D

Chennai stands as Genesys's third-largest R&D center globally and plays a pivotal role in the company's product portfolio. Alongside its counterparts in Hyderabad and Bengaluru, the Chennai center focuses on advancing technologies like speech analytics, voice recognition, and sentiment analysis. Genesys is at the forefront of integrating call center technologies with various channels, offering solutions like conversational AI and virtual supervisor tools to enhance operational efficiency.