Customer care

Attract and retain customers with empathetic, insight-driven care

customer care services
customer care services

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 providing better customer experience and convenience.

Placing customer care at the heart of an organization, Genpact enables value creation in customer-care operations by helping enterprises evolve from playing a reactionary role into an anticipatory one by harvesting data and applying advanced digital technologies. Our customer care solutions personalize customer journeys, empower agents, augment man-machine collaboration, enable you to anticipate customer needs and respond to them faster and with greater relevance and agility.

Our impact

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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.

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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Platform modernization

Don't let legacy applications and systems slow your company down. Modernize your platforms to drive innovation and scale, improve customer, employee, and partner satisfaction, and lower costs.

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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 chatbots to interactive voice response systems, empower your customers and reduce friction with the self-service solutions we design, integrate, and deploy.

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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.

Service-to-sales support

Help agents recommend relevant products and services in real time, using our analytics and AI-powered solutions.

Conversational AI

Make every agent your best agent and maximize call center effectiveness and efficiency with our conversational AI solutions powered by cloud technologies.

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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 with our contact center predictive analytics solutions. Turn data into insights into action to 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.

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Intelligent production support for a multinational investment bank

This investment bank can now predict and proactively respond to client issues thanks to an AI-powered, self-learning, production support solution.
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Improving customer care during a global crisis

Genpact helped a leading technology provider improve customer service while securely moving staff to home offices ahead of COVID-19 restrictions.
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Taking the heat out of wildfire claims

How we worked with one insurer to help customers compile contents inventories after the devastating Californian wildfires of 2017.
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750 +

million customer interactions annually

50 +

languages supported

28

global locations

How we think

Tap into our latest thought leadership.