Genesys CEO Tony Bates announces ongoing investments in India, emphasising growth in AI-driven customer service and a new strategic approach to BPO as the company strengthens its regional presence.
Genesys chief executive Tony Bates said the customer-experience software company plans to keep expanding in India, where it already has a significant engineering presence in Chennai and Hyderabad. Speaking to BusinessLine at the company’s Experience 2026 event in Las Vegas, Bates said India remains a fast-growing market and a key part of the group’s global development strategy.
“We will continue to invest. We will continue to grow there,” Bates said, adding that the company’s work in India is centred heavily on research and development. Genesys’ own office listings show operations in Chennai and Hyderabad, while the company has also described India as one of its important regional hubs. In April 2025, Genesys opened an executive briefing centre in Chennai to showcase its work in artificial intelligence, workforce tools and customer-journey software.
The company has been building that footprint for years. In 2022, Genesys said it had strengthened its India leadership team by appointing Deepa Madhavan as country head, with responsibility for the company’s R&D centre in Chennai. The site is described by Genesys as its second-largest facility globally, with teams working across product management, engineering, customer care, finance and sales.
Bates also said India has reshaped how the company thinks about business process outsourcing, or BPO, the labour-intensive model used by many firms to handle customer service and back-office work. He said Genesys once viewed BPOs as low-margin and unlikely to drive growth, but now sees them as a more strategic part of the customer-experience chain. That shift matters as the company pushes deeper into markets where consumers are more digitally native and where mobile-first services are spreading quickly.
Genesys said its latest State of Customer Experience report shows Indian customers are especially receptive to AI in service operations, with 94 per cent expecting it to improve speed and quality, compared with a global average of 76 per cent. The company also said 52 per cent of Indian customer-experience leaders are modernising their technology stacks for cloud and AI, versus 32 per cent globally. Even so, Genesys said that investment has yet to translate fully into faster service, leaving a gap between technology adoption and customer experience on the ground.
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