Genesys sees uptick in revenue customer base with AI adoption

CHENNAI: US-based customer support software provider Genesys is witnessing growth in customers and revenue from India as more enterprises adopt artificial intelligence-based applications. The company’s revenue in the country grew nearly 20% across these different industries, and Genesys Cloud customer count in India grew nearly 25%, said Deepa Madhavan, India country head and vice-president product engineering at Genesys.

Speaking to TOI, she said the growth is driven by companies adopting AI-based solutions for their call centre operations. “AI is becoming a top priority for businesses, with customer experience leaders increasing budgets to the technology over the next year,” she said. BFSI, airlines, ecommerce, healthcare, BPO are some of the key industries for the company. Business Services, its largest industry in India by revenue, grew nearly 20%.

Genesys has opened a new centre on the campus of its research and development centre in Chennai to showcase their offering and co-create products for its customers, according to Madhavan. This is an effort to be closer to the customers. Raja Lakshmipathy, MD for India & SAARC at Genesys, said, “As we navigate the AI hype cycle, this facility offers a collaborative space to co-innovate and build tailored engagement strategies.”

Chennai is the third-largest R&D centre globally for Genesys and a key centre for the company’s product portfolio. It also has R&D centres in Hyderabad and Bengaluru, with all three focused on developing speech analytics, voice recognition, sentiment analysis and others.

The company is deploying call centre technologies integrated with various channels and provides conversational AI, sentiment analysis, text analytics and knowledge management. It also offers virtual supervisor and supervisor copilot, which aims to improve efficiency.


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