Genesys plans to grow its business across verticals in the country

Genesys, provider of omnichannel customer experience and contact centre solutions, reports accelerated momentum in India as it expands its presence in India with operations headquartered from Chennai. Today with over a 150 customers in India, Genesys India has grown nearly 30 percent over the past four years.

During a media roundtable on April 26, Genesys global CEO Paul Segre and the company’s Vice President of Sales and MD for India, Sanjay Pai, discussed the importance of customer experience (CX) as a brand differentiator and how evolving technologies, like Internet of Things (IoT), are enabling it. A recent Frost & Sullivan study on IoT-enabled CX found that India has the second highest IoT-enabled customer maturity in the entire Asia Pacific region. According to the report, this is driven by the region’s optimistic view of how IoT can be used to enhance CX initiatives. Also discussed was how companies, such as Cleartrip, use new technologies available through the Genesys Customer Experience Platform to provide a seamless customer journey.

One of Genesys’ customers – Cleartrip, a leading online travel company in India, relies on a straightforward objective to “make travel simple” for its customers. It achieves this through a clean and clutter free website that is fast to load, quick to provide relevant information and simple to navigate. By using the Genesys PureEngage offering to power its customer experiences, Cleartrip’s service CSAT saw 65% to 86% growth in eight months, while the sales satisfaction rates experienced 81% to 89% improvement in two months.