Genpact Delivers Superior Customer Service with ATG's Progressive Call Center Technology

ATG (Art Technology Group, Inc.) the software provider behind the most consistent and relevant marketing, commerce, and service experiences, today announced that Genpact, the global provider of high-quality business and technology services, has purchased and deployed ATG Knowledge to improve upon the unparalleled support the company provides its customers through an agent-assisted call center. ATG Knowledge is the company’s industry-leading knowledge management platform for call center-assisted customer service, and is part of the new ATG Service Suite, a comprehensive set of applications that provides a full-featured, adaptively customized environment for managing all forms of customer service interactions with individual attention.

In 1997, General Electric (GE) created a large, educated, English-speaking call center workforce in India called the GE Capital International Services unit. As GE expanded, its outsourcing operation did as well – adding offices throughout the world. In December 2004, General Electric commercialized its GE Capital International Services unit, and the company was renamed Genpact. Genpact has an employee base of more than 19,000 people globally, and the company is on track to reach $1 billion in annual revenues and 30,000 employees by 2008.

The purchase and deployment of ATG technology is designed to further augment the telephone support Genpact IT Services provides to its customers 24 hours a day, everyday. The foundation of Genpact’s market leadership is the quality of technical support it offers its clients, and the decision to leverage ATG Knowledge is further indication of Genpact’s ongoing strategy to continuously improve the quality of this crucial service.

Genpact’s implementation of ATG Knowledge will have a significant positive impact on the company’s business through reduced costs, increased revenue opportunities and enhanced customer retention. By guiding agents through automated resolution paths, ATG’s technology allows Genpact to reduce the amount of time it takes to solve individual customer queries, thereby increasing the volume of calls the center can handle. In addition, ATG Knowledge can reduce the number of customer queries and problems that escalate to senior level intervention by centralizing access to all relevant repositories of information. Not only does the technology make the call center more streamlined and efficient, it can also suggest to agents potential up-sell and cross-sell possibilities, creating new revenue opportunities. Finally, the technology can analyze customer interactions to help Genpact drive continuous quality and content improvement. This, combined with a more efficient and accurate service, will increase customer loyalty.

Another key enabler for Genpact is their deployment of RightAnswers’ Knowledge-Pak libraries, which easily integrate with the ATG Service Suite applications. These libraries provide Genpact help desk technicians with answers to common problems. Knowledge-Paks accelerate uncomplicated problem resolution, allowing Genpact knowledge workers to concentrate their efforts on deeper, more complicated problems that ATG applications help them solve. RightAnswers is the acknowledged market leader in packaged content, and including Knowledge-Pak content in this project helps Genpact resolve problems faster.

“The ATG Knowledge application has excellent capabilities,” said Rajeev Vaid, Business Leader IT Services at Genpact. “It is adaptable to our specific needs, and we were also very impressed by the speed at which ATG was able to deploy the technology. These abilities, combined with ATG’s track record in customer service, made the technology the clear solution to assist us in maintaining our leading market position in both product and customer services.”

“Visionary companies like Genpact understand that customer loyalty is built first and foremost through effective customer service, which requires the best people armed with the best information, regardless of where it resides within an organization or what form it takes,” said Cliff Conneighton, senior vice president of marketing, ATG. “By enabling the capture and re-use of valuable information from virtually any document across the enterprise, ATG Knowledge is empowering Genpact’s call center agents to become invaluable expert resources for customers in the many specialized industries the company serves.”