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 is 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
Volkswagen Financial Services revs up customer care with generative AI
Our solutions
Cora ContactUs.ai
Reimagine end-to-end customer contact experiences with Cora ContactUs.ai. By integrating processes, people, and products, you can boost NPS, increase agent satisfaction and productivity, and improve upselling and cross-selling.
Cora Customer Support
Optimize self-service, integrate omnichannel interactions, and empower agents with insights they need with our Cora Customer Support solution.
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.
Collections
With a personalized collections strategy, omnichannel outreach, integrated self-service, and seamless payment options, we deliver the greatest value for our clients.
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.
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.
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
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.
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.
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.
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.
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.
How we think
- Generative AI
Reinventing customer care with AI: Increased revenue and happier customers
Read the point of view- AI and data analytics
Volkswagen Financial Services revs up customer care with generative AI
Watch the video- Customer and employee experience
HFS names Genpact a market leader in customer experience services
Read the report-
Banking and capital markets
We help financial services companies win in the digital economy and shape the future of banking.Learn more About -
Consumer goods and retail
Integrated, intelligent operations that forecast and act on fast-changing consumer needsLearn more About -
High tech industry
Transform your high tech operations, sales, and supply chains to drive seamless experiences and accelerate growthLearn more About