Consumer demand for digitalized services continues to increase at a rapid rate as nations announce new lock downs and restrictions on business operating hours. Hence, more businesses are digitalising their processes and opting for digital transformation. Customers are now turning to apps and websites to consume these services. The differentiator for businesses will be the customer experience and quality of the experience, through empathy and personalisation. The customer experience market is evolving quickly and there’s more investment and focus on digital customer experience (CX) and experience as a service. To address this demand, Genesys®, a provider of cloud customer experience and contact centre solutions, is launching new capabilities for Genesys Cloud™ in India by enabling businesses to keep their interactions and data located within the country. This is especially crucial for organisations in highly regulated industries with stringent compliance and security standards, such as healthcare, financial services and government, which often have data sovereignty requirements. Now, Indian businesses across all sectors can deliver more personalised digital-first customer experiences using Genesys Cloud.
Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud
Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud said, “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.”
Raja Lakshmipathy, Managing Director, India & SAARC, Genesys said
Raja Lakshmipathy, Managing Director, India & SAARC, Genesys said, “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. With Genesys Cloud, enterprises have the ability to scale, savings in costs and agility in innovation offered by cloud deployments. In addition to domestic demand, a significant opportunity exists for Indian IT companies to capture global demand in cloud computing.”
Compliance and Regulation
Data privacy and security are critical components of the digital customer experience. Businesses need to quickly adapt to consumers’ shifting preferences toward digital engagement, while maintaining control and transparency of their data. 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.
Parminder Kaur, Associate Director, ICT Practice, Frost & Sullivan said, “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. Genesys contact centre platform is well known for its innovation, scalability, flexibility, performance, and customer experience. With their Genesys Cloud offering, it is further expected to boost Contact Center as a Service (CCaaS) and enhance the omnichannel experience.”
Dispersed Contact Centre Operations
With the newest connection to the Amazon Web Services (AWS) Asia Pacific (Mumbai) Region, Genesys Cloud is now available in 10 AWS Regions globally. Genesys Cloud provides multi-national organisations with dispersed contact centre operations advanced flexibility, redundancy and scale. In addition to helping ensure data sovereignty, in-country data centres give organisations further advantages, including reduced data latency and accelerated communication with customers. Genesys Cloud has experienced increased adoption by large companies, highlighted by more than 320 per cent year over year growth in new enterprise bookings during fiscal year 2021 (1). The solution’s expansive global footprint can be attributed as one of the reasons for its growth.
(1) In May 2020, Genesys transitioned its fiscal year from a calendar year to a fiscal year ending on January 31, 2021.
Genesys has supported Indian businesses for more than 16 years, with customers such as ICICI Bank, Cleartrip and Tata Sky. Currently, Genesys offers a full-featured omnichannel engagement solution Genesys Engage™ in the market which enables highly sophisticated customer experience, superior choice and flexibility, and maximum control for organisations. In India, new Cloud and Subscription bookings increased by more than 120 per cent 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.
Now, with a local data centre, the company is positioned to help more organisations take advantage of the reliability and security of Genesys Cloud, an all-in-one solution and leading public cloud contact centre platform. Today, Genesys Cloud boasts 99.999 per cent uptime globally, and it is compliant with GDPR and certified for HIPAA, ISO27001, SOC-2 and PCI.
Saurabh Sanghoee, VP & Head of Sales & Global Services of Orange Business Services, India said, “The launch of Genesys Cloud in India will enable organisations to leverage the robust and highly customisable cloud platform that will deliver a superior digital customer experience. We have the largest pool of contact centre, data, cloud and security experts, as well as a global sales force that complements the strong R&D strategy and cutting-edge solutions from Genesys. With both our proven capabilities and expertise clubbed with the strategic Gold-level partnership, we look to support our customers on their digital transformation journey and help them move their contact centre infrastructure to cloud.”
Genesys® delivers more than 70 billion customer experiences for organisations in over 100 countries. Using technologies like cloud, machine learning, NLP, and AI, it’s solutions and platforms connect every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com/en-sg.