Genesys®, a global leader in cloud customer experience and contact centre solutions, is launching new capabilities for Genesys Cloud CX™ 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 CX.
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 CX 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.
With the newest connection to the Amazon Web Services (AWS) Asia Pacific (Mumbai) Region, Genesys Cloud CX is now available in 10 AWS Regions globally. Genesys Cloud CX 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 CX 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.
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 Multicloud CX™ 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 CX 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 CX, an all-in-one solution and leading public cloud contact centre platform. Today, Genesys Cloud CX boasts 99.99 per cent uptime globally, and it is compliant with GDPR and certified for HIPAA, ISO27001, SOC-2 and PCI.
In addition, the company has more than 500 employees across India, with the company’s second-largest R&D centre located in Chennai. With a local workforce representing product management, professional services, customer care, engineering, finance and sales, Genesys is developing innovative and cutting-edge customer experience technology in India to support the global market and enabling its local customers to be self-reliant on solutions co-created in the region.
Genesys recently announced record-setting cloud business growth in fiscal year 2021. This was driven by new and expanded customer deals, as well as new cloud bookings growth in all regions, with a nearly 25 per cent increase in Asia Pacific. The company witnessed significant traction across sectors such as government, healthcare, finance, telecommunications and e-commerce with Asia Pacific customers including Atomy, ASKUL Corporation, Beyond Bank, MyBudget, The Kiyo Bank, Ltd., Tokopedia and Tonik.
Commenting on the launch, Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX said, “We’re expanding Genesys Cloud CX 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 CX 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, “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 CX, 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.”
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 CX 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 CX offering, it is further expected to boost Contact Center as a Service (CCaaS) and enhance the omnichannel experience.”
Saurabh Sanghoee, VP Enterprise Business, Orange Business Services India said, “The launch of Genesys Cloud CX 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.”
(1) In May 2020, Genesys transitioned its fiscal year from a calendar year to a fiscal year ending on January 31, 2021.
Devan Adams, Principal Analyst of Cloud & DC Research at Omdia states, “Business continuity and global cloud connectivity have become essential components for enhanced cloud services’ delivery, this is even more important now due to the pandemic and the increased utilisation of multi-clouds. Omdia’s latest survey results show that respondents are expected to almost double (+38%) the average number of cloud service providers they use over the next two years, and this is applicable to cloud services provided in India as well. As businesses aim to improve their scalability in the Indian cloud market, cloud service providers capable of aiding them in their journey will be highly coveted.”
Audrey William, Principal Advisor at Ecosystem 360 states, “A dynamic cloud platform is important in this API economy where the need to accelerate innovation and be agile will be at the cornerstone of every CX transformation discussion. The Genesys Cloud CX launch in India is critical in fuelling this. More contact centres and BPOs in India are looking to offer digital capabilities and modernise their contact centres to meet customers’ demands. The need to move at speed and scale and innovate through workflows and APIs where customers can build what they need is critical.”
Anil Joglekar, MD & Founder Member of CS Infocomm said, “We are excited to witness the launch of Genesys Cloud CX and partner with a global contact centre provider that operates cloud services locally and runs-on an India data centre. This partnership will enable CS Infocomm to offer a most needed and awaited business option for Indian customers while providing an opportunity to effectively and efficiently deploy solutions for our customers that can go live within a few weeks. With three decades of experience and expertise in the industry, this launch comes at a strategic time to help our cloud customers achieve faster solution adoption and quicker value realisation.”
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