India’s Global Capability Centers (GCCs) are at a pivotal moment. Once seen as cost-focused back offices, GCCs have rapidly evolved into strategic hubs of innovation, digital transformation, and customer-centricity for the world’s leading enterprises. As global organizations demand 24/7, omnichannel, and highly personalized customer service at scale, the complexity and expectations placed on GCCs have never been higher. Enter Agentforce and Publicis Sapient’s Multi Agentic Platform—a new paradigm for customer service transformation, purpose-built for the scale, agility, and ambition of India’s GCC ecosystem.
Traditional customer service models, even those enhanced by basic automation, often struggle to keep pace with the demands of modern enterprises. Fragmented workflows, long wait times, and inconsistent experiences can erode customer loyalty and drive up operational costs. Multi-agentic AI platforms fundamentally change this equation by orchestrating networks of intelligent, specialized agents—each designed for a specific task—working collaboratively to deliver proactive, personalized, and efficient support across every channel.
This platform empowers GCCs to quickly develop, deploy, and manage large fleets of AI agents, driving efficiency, scalability, and quality while reducing operational complexity.
The impact of multi-agentic AI in customer service is already being realized by global organizations operating from India’s GCCs:
A major telecom provider deployed the Multi Agentic Platform to automate a significant portion of its customer inquiries. The result: reduced average handling time, increased first-contact resolution rates, and improved customer satisfaction. Human agents were able to focus on high-value interactions, driving both efficiency and loyalty while lowering operational costs.
A global retailer leveraged the platform to scale customer support during peak shopping seasons, seamlessly handling surges in demand without compromising service quality. The outcome was a measurable increase in customer retention and a reduction in support-related expenses, demonstrating the platform’s ability to deliver both operational excellence and superior customer experiences.
India’s GCCs offer a unique combination of scale, talent, and digital ambition:
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, from establishing AI-first centers to scaling innovation and reinventing under-leveraged operations for strategic value creation.
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 enables 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.
Ready to transform your customer service operations? Connect with Publicis Sapient to discover how multi-agentic AI can help your GCC deliver measurable business value and world-class customer experiences.