India’s Global Capability Centers (GCCs) have rapidly evolved from traditional cost centers to strategic engines of innovation and value creation for global enterprises. With over 1,700 centers contributing more than 1% of the country’s GDP—and projections to double by 2030—India’s GCC ecosystem is defined by its unparalleled scale, deep talent pool, and digital ambition. As organizations recalibrate their operating models for speed, scale, and resilience, GCCs in India are uniquely positioned to lead the next wave of digital business transformation.
Recognizing this pivotal moment, Publicis Sapient has launched a dedicated focus area in India to help enterprises build, scale, and transform their GCCs into AI-first, innovation-driven hubs. This initiative is built around the Establish–Scale–Acquire model:
This approach ensures that GCCs are not just operational support arms, but true engines of transformation, agility, and measurable business value.
At the heart of this transformation is the Multi Agentic Platform for Customer Services, now available through the AWS Marketplace. This platform enables organizations to reimagine customer service by integrating proactive, always-on, AI-powered capabilities that augment human expertise with intelligent automation. Key features include:
By leveraging these capabilities, enterprises can quickly develop and deploy large-scale, reliable AI agents across their customer service teams, driving efficiency, scalability, and quality while reducing operational complexity.
Publicis Sapient’s Multi Agentic Platform is already demonstrating real-world impact for global organizations operating from India. By accelerating the procurement and deployment of AI-powered customer service agents, enterprises are:
India’s GCCs offer a unique combination of scale, talent, and digital ambition. The country’s deep pool of technology and AI talent, combined with a culture of innovation and a robust digital infrastructure, makes it the ideal launchpad for global customer service transformation. Publicis Sapient’s SPEED framework—Strategy, Product, Experience, Engineering, and Data & AI—ensures that enterprises can harness this potential at every stage of their GCC lifecycle.
As the role of GCCs continues to evolve, Publicis Sapient is committed to helping enterprises unlock their full potential. By combining deep digital expertise, a transformative mindset, and proven AI-powered platforms, Publicis Sapient is enabling organizations to:
India’s GCC ecosystem is poised for its next big leap—and with the Multi Agentic Platform for Customer Services, Publicis Sapient is at the forefront, helping global organizations transform customer service into a true engine of growth, agility, and competitive advantage.
Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain competitive advantage in a world that is increasingly digital. Our expert SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—combined with a culture of curiosity and deep industry knowledge, enable us to deliver meaningful impact to our clients’ businesses. Publicis Sapient is the digital business transformation hub of Publicis Groupe, with 20,000 people across 72 offices worldwide.