Genesys opens cutting-edge CX innovation hub in Chennai to boost AI adoption

The new Executive Briefing Centre fosters collaboration by providing an interactive space to explore emerging CX solutions, aligning with Genesys’ report showing businesses plan to allocate 33% of CX budgets to AI this year

Genesys has launched its state-of-the-art Executive Briefing Centre (EBC) in Chennai, reinforcing its commitment to innovation and expansion in India. The new experiential facility provides businesses with hands-on exposure to how Genesys is transforming customer and employee experiences through advancements in artificial intelligence, workforce engagement, and customer journey management.

The EBC aims to foster collaboration, offering clients an interactive environment to explore emerging customer experience (CX) solutions. The launch aligns with findings from the Genesys State of Customer Experience Report, which reveals that businesses plan to allocate 33% of their CX budgets to AI in the coming year.

Genesys India, the company’s third-largest R&D hub, plays a critical role in AI development and patent contributions. It was also the first global CX firm to establish an in-country cloud deployment in India in 2021. Today, Genesys supports leading Indian enterprises like AIonOS and Hexaware with secure, cloud-based platforms that enhance customer satisfaction, operational efficiency, and employee productivity.

Raja Lakshmipathy, Vice President and Managing Director for India & SAARC, Genesys, said, “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. The Executive Briefing Centre reinforces our long-term commitment to helping customers in India drive impact and highlights the region’s importance as a critical source for talent and innovation. We believe Genesys is well-positioned to be a key enabler of India’s digital transformation, empowering Indian organisations to provide exceptional customer experiences which can fuel growth in a competitive market.”

Bhaskar Verma, Regional Director, National Association of Software and Service Companies (Nasscom), said, "Global Capability Centres (GCC) in India have evolved into true innovation hubs, driving next-generation R&D and product excellence for the world. The growth of GCCs reflects India's deep expertise of talent, cutting-edge capabilities, and an increasingly critical role in shaping the future of global technology. The continued investment by Genesys in India underscores the importance of our ecosystem in building products that redefine customer experiences globally." Genesys India is a Nasscom member and has collaborated with the trade association on various initiatives spanning industry, academia, and government.

Arjun Nagulapally, Chief Technology Officer at AIonOS, said, “For businesses navigating the complexities of AI adoption, the ability to clearly see how technology translates into real-world outcomes is invaluable. The Genesys Executive Briefing Centre demonstrated how AI, automation, and data can come together to transform customer experience. It brings innovation to life, helping organisations understand what's possible and how it aligns with their goals.”

This launch represents a significant milestone for Genesys India as a hub for innovation and collaboration. The EBC enables hands-on engagement with experts across Engineering, R&D, Product, and AppFoundry partners, empowering customers to co-create tailored solutions and experience the full potential of Genesys technology.