What We Do

Omnichannel Customer Service

Generating Smart Customer Service Impact

Customer service is the cornerstone of retention, loyalty, and long-term revenue growth – an opportunity for businesses, not just a cost. However, many global organizations struggle to achieve the operational efficiencies that would help them to outcompete through, for example, increased first contact resolution (FCR), personalized marketing strategies, and targeted offers based on customer behavior and attributes.

Genpact's Omnichannel Customer Service solutions generate business impact, such as more efficient lead generation and customer experience management across multiple channels, including web and voice.


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Genpact has been delivering omnichannel customer services since 1998. We design, transform, and run customer service processes for clients using a Lean DigitalSM approach, which combines design-thinking principles that focus on the end user, with Lean methods, digital technology and analytics, and domain knowledge.

Our proprietary Smart Enterprise Processes (SEPSM) framework helps companies reimagine how they operate by integrating technology and Data-to-Action AnalyticsSM. It is built on years of cross-industry experience from designing and managing clients’ business process services and global contact centers. Using a combination of advanced operating models, technology and analytics, we solve customer service issues at their core.

Genpact's Omnichannel Customer Service solutions include advanced analytics and social media services to drive smarter interactions and improve the customer experience. Our worldwide delivery centers ensure the right combination of near-shore, onshore, and offshore customer experience management, 24 hours a day, with end-customers wherever they may be located.


We have a proven record of helping our clients balance the competing business objectives of improving customer satisfaction, reducing costs, and generating revenue. We help clients grow and become more competitive while also managing risk and compliance.