Making it real with Global Capability Centers

Contact center agents in lending, small and medium-sized businesses (SMB), and compliance teams at a major financial services firm needed better, faster access to data. A Capgemini GCC built an AI-powered chat agent to address this, employing Power Virtual Agents (PVA) connected to client knowledge bases using an AI embedding model. The solution’s AI interprets free-form PVA requests, queries the relevant databases, and then uses AI to compile top search results into a credible, plain language response.

Trustworthy information on demand. Faster service to customers.

A Capgemini GCC developed the Data Valuation Engine (DVE) – a tool that fast-tracks data validation while ensuring accurate, reliable results. The DVE includes a user-friendly interface that simplifies the process, is scalable to support a wide range of validation rules, and is easy for users to customize. The GCC has leveraged this solution to support a range of clients across industrial sectors – including a UK-based healthcare services provider, an automotive company in Sweden, and a leading telecommunications firm in the United States.
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100 percent test coverage with faster turnaround. 30–40 percent productivity gains in all validation use cases. Easier integration with client systems built on a wide range of technologies.

A UK-based financial services company needed to improve its existing GCC, which was poorly integrated into the overall company and struggled to attract and retain talent. Through a build-operate-transfer model, we expanded the center from 300 to more than 7,000 people. Capgemini also improved delivery quality and fostered a better customer service culture. The center has been recognized as one of the most successful of its kind in the Indian IT services sector.

Delivering vital engineering services with tangible benefits.

A global beverage company looked to India to maximize its ability to process transactions in a cost-effective manner – but was concerned about the time required to recruit and train talent. We were able to fill all positions within two weeks, through a combination of rebadging employees and drawing upon its internal bench. Cost management initiatives included conducting 90 percent of training remotely. Our work helped the client implement new tools, systems, and technologies.

Accelerated hiring and training with reduced risk.

A marketing technologies and services company in the United States sought an IT services partner to help with SDLC process development, IT development, and service delivery. We laid out a rapid-start roadmap identifying clear milestones and delivery methodologies for a GCC. This roadmap included a detailed business case and three-year budget, plus plans to engage management, hire staff and conduct knowledge transfer, procure technology and infrastructure, develop processes and procedures, oversee financial and contractual obligations, and manage service delivery.

Access to a highly skilled and motivated labor force. Reduced costs for service delivery. A high level of control over intellectual property.

Whether your organization already has an established GCC or is looking to set one up, it’s vital to have a strategy to maximize its value. This requires an understanding of the evolving landscape in which GCCs operate, as well as command of the technology and business processes that help ensure the GCC is successfully established, designed to scale up, and managed in a way that best capitalizes on its ability to deliver crucial competitive advantages.