All Services

Customer care

Attract and retain customers with empathetic, insight-driven care

Delight your customers

Customer expectations are rising. Technology is enabling hyper-personalized experiences. Simpler customer interactions are moving to digital self-service channels. And agents are handling more complex inquiries. In response, companies are focusing on improving all touchpoints in their customer care operations and delivering a better overall customer experience.

Customer care is the heart of any organization. Genpact helps enterprises evolve from playing a reactionary role to an anticipatory one using data and advanced digital technologies. Our customer care solutions personalize customer journeys, empower agents, and augment man-machine collaboration. We enable you to anticipate customer needs and respond to them faster and with greater relevance and agility.

For more than 20 years, we have digitally transformed the way customer needs are served for global corporations.

Our team of 22,000+ data scientists, technologists, and AI experts we are continuously innovating. . Harnessing the power of advanced digital technologies such as generative AI, we automate, augment, and accelerate work and elevate the customer experience.

Our impact

Personal loans get a personal touch

This global bank tripled loan-conversion rates from 4% to 12% with an omnichannel contact center designed and engineered to deliver exceptional customer service.

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Our solutions

Anticipate customer needs and respond more quickly and empathetically with our solutions, which combine human skills with advanced digital technologies.

Cora Customer Support

Optimize self-service, integrate omnichannel interactions, and empower agents with insights they need with our Cora Customer Support solution.

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Experience transformation

Improve customers' interactions with your brand and agents' interactions with your customers using our research-centric design methodology to streamline your sales and service processes.

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Collections

With a personalized collections strategy, omnichannel outreach, integrated self-service, and seamless payment options, we deliver the greatest value for our clients.

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Work-from-home enablement

Enable endpoint security, control, and governance in the digital workplace with our suite of secure, on-cloud solutions and pretrained artificial intelligence (AI) accelerators.

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Self-serve enablement and optimization

From online portals to generative AI offerings that deliver brilliantly human interactions, empower your customers and reduce friction with our custom, self-service solutions.

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Workforce management

Manage fluctuations in demand using our analytics solutions to predict staffing needs and robotic process automation to augment capacity.

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Service-to-sales support

Empower your call center agents to recommend relevant products and services to your customers in real time with our analytics and generative AI-powered solutions.

Conversational AI

Make every agent your best agent. Maximize call center effectiveness and efficiency with our conversational AI solutions powered by generative AI.

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Omnichannel customer support

Provide customers with 24/7 multilingual support through the channel of their choice. Our global contact centers double as a social media command center to help you better understand your customers.

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Speech analytics

Automatically monitor, record, and analyze 100% of your customer calls to enhance agent performance, ensure compliance, boost customer experience, and obtain key insights to drive marketing and sales.

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Predictive Net Promoter Score (NPS)

Turn your customers into advocates using our predictive NPS framework, which allows you to process and model structured and unstructured data for your entire customer base, even without a survey.

Contact center predictive analytics

Shift from reactive to proactive and predictive customer care, and delight your customers at each step. We embed technologies such as generative AI to improve self-service, increase first call resolution, drive cross-channel usage, and more.

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Technology services

Connect your enterprise ecosystem, enhance security, and automate your business functions with our application, cloud, and third-party integration services.

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Why Genpact

As a leader in customer care, we provide an end-to-end transformation through operational excellence and technology accelerators to create a customer-centric experience and reduce cost to serve.