Olivier Jouve, product director, Genesys | Photo credit: Bijoy Ghosh
For the Software solution supplier of the Genesys American Contact Center, its India Center is an important center for innovation and research. Like the BPO business and the contact centers is interrupted by AI, Genesys products director Olivier Jouve says that this is not quite the case. For example, in BPO, the rotation of the agents is high, but the company’s software is helping the BPO to provide a better experience to the agents, he said.
Genesys Cloud Platform reached the annual duration of recurring income of almost $ 2 billion the fourth quarter of fiscal year 2025 (November 1, 2024 to January 31, 2025). Jouve spoke with Business line Apart from the launch of the company’s executive information center in Chennai.
Extracts:
For Genesys, how critic is the center of India?
India is an interesting and rapid growth market for Genesys and the third largest development center in the world, after the United States and Ireland. India is a talent destination fluently with AI, large language models, workforce management to do things such as voice and text analysis, to extract feelings, emotions of conversations, be able to program and forecast. We found the right talent in Chennai, Hyderabad and Bengaluru. We have about 700 employees, including 300 in development, in India and 6,000 worldwide.
What does the center of India do in the front of AI?
According to the status of the Client Experience (CX) of Genesys, AI is becoming a priority for companies, with CX leaders surveyed who hope to assign 33 percent of CX budgets to technology during the next year. As the third largest R&D center in Genesys, the center of India is a main taxpayer to patent presentations for the company, which plays an important role in the advance of Ai-Drives, cloud-based orchestration solutions. In 2021, Genesys became the first Global CX organization to establish a cloud deployment in the country in India. Today, empowers the main Indian companies such as Aionos and Hexaware with safe, reliable and resistant solutions to help organizations increase satisfaction, operational efficiency and employee productivity.
How does AI help your customers?
AI brings a massive change in people who communicate with each other. For example, in a contact center, co -drivers help agents to be more efficient and automatically summarize conversation. Using AI, we extract the reason why the client calls. So, all the different ideas that generally take for the agents are performed completely automatically.
But will Anyge replace humans in contact centers?
We still don’t see seat compression in the BPO. We see that AI is helping agents address the number of calls that cannot address with the number of agents they have. In addition, in many countries, people still prefer to talk to humans. But, in the long term, we will see the AI replace humans and the compressions of the seats that occur in the BPO sector.
Can you give details about what its newly launched Executive Information Center does in Chennai?
Experimental installation offers companies a look at how Genesys is helping companies transform customer and employees experiences through the latest advances in AI, participation of the workforce and management of the client’s trip. The launch is a significant milestone for India Genesys as a center for innovation and collaboration. It allows the practical commitment to experts in engineering, R&D, products and appfoundry partners, train customers to co-create personalized solutions and experience all the potential of Genesys technology.
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Posted on April 25, 2025