Multi-Channel Customer Service

Technical & Product Support

Generating Smart Technical Support Impact

Superior customer service must deliver year-on-year productivity that both enhances customer satisfaction and reduces the total cost of operations - not just those in customer support. Genpact's Technical and Product Support solution leverages our 17-year heritage of designing, transforming, and running remote multi-channel, multi-lingual customer service outsourcing solutions enhanced by Lean Six Sigma, analytics, and cross-functional operations design. Our business impact spans across superior technical support, contract management, logistics management, customer relationship management, business management, reporting, and analytics.


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Genpact's approach to technical support services and end-user computing outsourcing focuses on generating true business impact. We leverage deep domain expertise and a proven blend of operations and technical skills, including considerable expertise in product support.

Our advanced operating model provide strong customer experience management from global centers in the Philippines, India, Mexico, Hungary, Romania, and China. Each center can receive inquiries through multiple channels, including voice, email, web, chat, and self-help. Our multi-channel customer service support relies on technology expertise in functional areas such as in-house service management for transparent workflow and customized reporting. Our Smart Enterprise ProcessesSM proprietary framework effectively integrates technology and Data-to-Action AnalyticsSM to drive growth, reduce risk, and enhance compliance, and is built on our Lean and Six Sigma heritage as a former General Electric division. We can easily integrate our Systems of EngagementTM with existing customer systems to ensure tighter focus on security and reduced costs for contact center operations, as well as robust disaster recovery and business continuity-planning mechanisms.

The result is intelligent customer operations that sense, act and learn from their actions - at scale. 


Genpact's customer service outsourcing solutions take a process-driven approach. We deliver impact via robust use of Lean Six Sigma analytics and our commitment to reducing the total cost of operations through increased efficiency.

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