Genesys unveils India center to advance AI CX
CHENNAI, INDIA — Outsourcing firm Genesys has launched a new Executive Briefing Centre (EBC) in Chennai to support the growing demand for customer experience (CX) innovation across India and South Asia.
The immersive space is designed to help organizations co-create personalised CX strategies and explore real-time applications of artificial intelligence, automation, and workforce engagement technologies.
“As we navigate the AI and cloud hype cycle, this facility offers a collaborative space for customers and partners to co-innovate with our R&D teams, experience the transformative value our solutions can provide, and build tailored engagement strategies,” said Raja Lakshmipathy, Vice President and Managing Director for India & SAARC at Genesys.
India’s role in global CX innovation
India is now Genesys’ third-largest R&D hub and plays a pivotal role in developing the company’s cloud-based experience orchestration platform, Genesys Cloud.
The company became the first global CX provider to launch an in-country cloud deployment in India in 2021, enabling secure solutions for major clients like AIonOS and Hexaware. Genesys India also contributes to global patent filings and is a major source of talent and innovation.
The Chennai EBC enables customers to collaborate with experts across engineering, product development, and the AppFoundry partner ecosystem. Visitors can interact with real-world demos and build tailored engagement solutions on-site.
“The continued investment by Genesys in India underscores the importance of our ecosystem in building products that redefine customer experiences globally,” said Bhaskar Verma, Regional Director at NASSCOM.
Growing market, growing commitment
Genesys’ cloud platform supports companies of all sizes in delivering empathetic, scalable customer experiences. According to its latest State of Customer Experience report, CX leaders plan to allocate one-third of their budgets to AI in the coming year.
From rank #27 in 2024, Genesys placed #25 in OA500 2025, an objective index of the world’s top 500 outsourcing companies.
