1. Your company recently launched an end-to-end factory shop tailored for foreign businesses, focusing on sectors such as retail, FMCG, automotive, gaming, AI, and deep tech. How does this initiative aim to transform the customer experience journey for global clients entering the Indian market? What CX-focused infrastructure or support systems have you put in place to ensure seamless onboarding and local adaptation?
The primary objective of this end-to-end factory shop is to foster a conducive environment for international businesses. However, it will collectively boost the customer experience for global clients entering the Indian market. This initiative aims to streamline the process, ensuring businesses can efficiently adapt to local conditions and customer preferences in retail, FMCG, automotive, gaming, AI, and deep tech. We at Vertex have implemented various CX-focused infrastructure and support systems, such as a dedicated onboarding team that provides personalized guidance throughout the initial stages, ensuring a smooth entry into the market. Our factory shop also features tools and technologies like smart ticketing, customer journey mapping, talent-on-demand platforms, and AI-led CX assistants to support seamless integration with client operations. It can assist them in making informed decisions quickly and adapting their strategies based on local demands. Overall, our commitment revolves around creating a robust framework that supports long-term success for our global clients in India. We believe that by focusing on a tailored approach and providing comprehensive support, we can significantly enhance the customer experience for foreign businesses seeking to thrive in this vibrant market.
2. Breaking language barriers is a key enabler for exceptional customer service. With Vertex Global Services building a strong pool of language support experts across international and regional languages, how are you redefining the role of multilingual capabilities in enhancing global CX? Can you share any success stories or measurable outcomes from this initiative?
At Vertex Global Services, we strive towards breaking language barriers by offering multilingual language support in over 40 languages globally. We have built a dynamic pool of language support experts proficient in international and regional languages. The firm prioritizes personalized interactions by engaging with customers in their preferred language, fostering a sense of trust and understanding that enhances customer satisfaction and retention rates.
We have implemented various advanced training programs for the youth to equip them with cultural sensitivity and awareness to navigate diverse customer backgrounds, refining the overall customer experience. We are creating a balanced approach of technological tools and human expertise to streamline communication efficiently. Innovative tools and platforms such as self-evolving workflows, AI copilots, and predictive automation enable us to track customer interactions in diverse languages, ensuring that our teams can access comprehensive data while providing support. Our commitment to enhancing global CX through multilingual capabilities aims to build connections with our customers, driving loyalty and long-term success in the foreign market.
One of the notable success stories is of one of our online gaming clients, who faced an unexpected surge in demand for Bahasa Melayu language support. Recognizing the rarity of this skill set in India, we quickly activated our hiring capabilities to address the need. By leveraging our extensive consultancy network and diverse talent pool, we effectively sourced, onboarded, and trained native-level Bahasa-speaking associates. This strategic response not only met the client’s tight deadlines but also exceeded their expectations, showcasing our ability to deliver high-quality support in challenging circumstances. The measurable outcome of this initiative was a significant increase in customer satisfaction scores for the client, as well as a noticeable reduction in response times, proving how our multilingual support can enhance the overall customer experience.
3. As international startups and global enterprises look to tap into India’s skilled talent pool, how is Vertex contributing to both customer-centric innovation and employment generation for Indian youth? In what ways are you balancing CX excellence with job creation, particularly in emerging sectors like AI and deep tech?
: Currently, India is serving as the talent pool for the world, majoring in IT and niche skills. We are planning to hire over 4,000 language experts from India’s Tier II and Tier III cities in the next 3 to 5 years to enhance customer-centric innovation and employment generation for the Indian youth. To further support this initiative, we have also introduced upskilling programs to equip the youth with practical hands-on experience in emerging technology skills. By equipping them with the necessary tools and knowledge, we aim to foster a new generation of talent ready to meet the demands of the evolving job market.
We firmly believe that CX is the key to driving business growth by integrating AI and advanced technology tools, and the company is enhancing the user experience. We maintain a balanced AI and human-centric approach because AI is not a replacement but a tool that can empower humans. We ensure that when a customer is talking to a bot vs. a human based on the complexity of their queries and the immediacy of their requirements. Overall, our strategy is to harmonize CX excellence with the goal of uplifting the Indian workforce, creating a positive impact in emerging sectors like AI and deep tech, while driving innovation and creating employment.
4. With the rise of Agentic AI, the future of customer experience is poised for major disruption. From your perspective, how will AI transform agent productivity and decision-making in CX operations? Do you see Agentic AI as a co-pilot to human agents, or a potential replacement? What’s your approach to maintaining the human touch in this evolving landscape?
: The rise of Agentic AI is set to transform the future of customer experience (CX) operations. At Vertex Global Services, we see AI as an effective tool to significantly boost human agents’ productivity by automating their routine tasks, thus allowing them to focus on more complex interactions and decision-making processes. AI enables us to identify trends and potential risks, facilitating data-driven decision-making. Achieving this requires a well-trained workforce that balances technology with the human touch to deliver exceptional customer experiences. We are harnessing the power of Agentic AI to identify bottlenecks in our services and enhance our business processes. Our AI-driven BPM tools offer a variety of features, and our AI-led customer experience assistants manage over 7 million human and 1 million AI interactions annually.
I see Agentic AI as a co-pilot to human agents as it empowers our workforce to make informed decisions more quickly and provide personalized experiences that closely align with customer needs. In response to concerns about AI replacing human agents, it’s important to highlight that while AI can handle many tasks more quickly than humans, the human touch remains irreplaceable. Building strong customer relationships often requires empathy, emotional intelligence, and understanding—qualities that necessitate a human connection in this evolving landscape. Therefore, companies should focus on creating a hybrid model in which Agentic AI and humans can collaborate seamlessly to revolutionize customer experiences.
5. Inclusivity is becoming a critical pillar of CX strategies. How do you envision India’s BPO/BPM sector evolving to support Persons with Disabilities (PWDs)? What steps is your organization taking to ensure that accessibility and inclusive hiring are embedded into the customer support ecosystem, not just as a compliance measure, but as a business advantage?
Yes, inclusivity is critical for enhancing customer experiences, and I believe the BPO/BPM sector in India will continue to evolve significantly to support People with Disabilities (PWDs) and differently abled individuals.
In India, the unemployment rate among individuals who are differently abled remains exceptionally high, with some estimates exceeding 70 per cent. Vertex Global Services aims to create a diverse pool of opportunities for differently-abled individuals to receive training in multiple languages, ensuring they can effectively communicate with a diverse clientele. As per the World Bank Report, differently abled people comprise between 5 and 8 per cent of the Indian population (around 55-90 million individuals). We plan to integrate 10 to 12 per cent of our workforce from the differently-abled community, providing them with essential language skills and appropriate job roles. Our organization is actively working to eliminate barriers in recruitment processes, ensuring that job postings are accessible and that interviews accommodate the needs of differently-abled candidates.
We aim to create an environment where all employees, including those differently-abled, feel valued and empowered to contribute their unique perspectives. By being proactive in inclusivity, we can cater to a broader customer base, build loyalty, and enhance our brand reputation. Our commitment to inclusivity can be seen in our ongoing efforts to make our organization a model for accessibility within the BPO/BPM sector.
