Native omni-channel managed service with extensibility to integrate into customer’s legacy systems or leverage industry specific solutions built into the packaged service offer. Service and Support packaged that offer customer’s options in selecting the best fit for their business needs. These options include, deployment and managed service options in customer account, technology managed options where Genpact maintains complete responsibility for the underlying technology inclusive of security and regulatory compliance requirements, and fully managed options where Genpact executed the entire end to end Customer Service/ Business Process providing both technical and professional resources required to handle business operating requirements post initial point of sale/ fulfillment.

AWS Services:

• Packaged Channel Services:
  • Email Options: Amazon Workmail or SES
  • SMS and Mobile Push: Amazon Pinpoint
  • Voice, Web, and Mobile Chat: Amazon Connect
  • Video, Screenshare, WebRTC voice: Amazon Chime SDK
• Packaged UI Services:
  • Amazon S3 Hosted Website
  • AWS AppSync
  • AWS Amplify
  • Amazon API Gateway Rest, HTTPS, and Websocket APIs
  • Amazon CloudFront
• Packaged Analytics Services:
  • Contact Lens for Amazon Connect (including real time and post call analytics, screen recording (windows only machines), agent evaluation forms
  • QuickSight BI tool (including AWS Glue and Amazon Athena)
• Packaged AI/ ML
  • Lex for Natural Language Understanding and Speech Recognition
  • Comprehend PII redaction/ Sentiment
  • Transcribe Speech to Text
  • Translate Language Translation
  • Generative AI models for extraction, classification, summarization, and event->action -> outcome mapping as well as Virtual Agent extensibility
• Packaged Data storage and ingestion:
  • Amazon S3 for Storage
  • AWS Lake Formation for Data Lake
  • Kinesis Data Streams
  • Kinesis Data Firehose
  • Kinesis Video Streams
  • AWS Transfer Family for data transfer