Customer Analytics Providers for GCCs

Genpact Poland

Genpact Poland, part of Genpact Limited (NYSE: G), operates as a strategic nearshore delivery hub for European clients, with primary centers in Warsaw and additional offices in Krakow and Wroclaw. Established as part of Genpact global expansion strategy, the Poland delivery center focuses on finance and accounting, data analytics, digital transformation, and risk management services. The Warsaw hub utilizes a comprehensive technology stack anchored on AWS, Azure, and Google Cloud Platform, with teams working in Java, Python, and modern DevOps tools to build scalable solutions. The center houses an AI Centre of Excellence focused on process automation and predictive analytics, driving value for clients in banking, insurance, and technology sectors through innovative digital solutions. Genpact Poland targets 4,000 employees by 2027, expanding its Warsaw campus capacity and investing in AI and cloud engineering capabilities. Recognized as a Top Employer in Poland, the center focuses on diversity and sustainability, contributing significantly to Genpact European delivery network. The Poland operations deliver digital transformation and business process services supporting global client engagements across Europe and North America, contributing over 15 percent of Genpact European revenue through nearshore delivery and specialized analytics services. The center serves Global Capability Centers and enterprise clients with customer analytics, process optimization, and intelligent automation solutions, leveraging Poland multilingual talent pool and proximity to European markets for enhanced collaboration and reduced time zone barriers.

HCLTech

HCLTech is a publicly listed global technology company headquartered in Noida Delhi NCR India. The company was founded in 1991 and has grown to become one of the largest technology services firms globally employing over 220000 people across 54 countries. HCLTech generates annual revenues exceeding 13 billion dollars. The company is a recognized leader in Global Capability Center lifecycle services partnering with organizations through every stage of their GCC journey from advisory and setup through operations transformation and strategic exits. HCLTech has over 20 years of experience and more than 250 GCC clients across various industries. The companys 70 plus Innovation Labs and Centers of Excellence serve as a foundation for co-innovation allowing GCCs to quickly develop and deploy new use cases. HCLTech has been named a Leader in Everest Groups 2025 PEAK Matrix Assessments for both GCC Setup and Transformation Capabilities in India. The company is also positioned as a Leader in Avasants Global Competency Center Services 2025 RadarView and ISG Provider Lens Global Capability Center Services 2025. HCLTech data engineering and AI services include data platform modernization cloud migration data mesh fabric and lakehouse architecture DataOps MLOps enterprise knowledge graphs and real-time analytics. The companys proprietary frameworks include HCLTech Graviton for data platform modernization and Enterprise AI Foundry and AI Force for AI-driven GCC operations. HCLTech serves clients across banking financial services technology healthcare manufacturing retail life sciences energy and telecommunications industries. The company is led by Chief Executive Officer C Vijayakumar. HCLTech has partnered with IIT Kanpur to advance deep tech innovation for GCCs through a GCC-Academia-Service Provider co-creation framework for industrializing Agentic AI at enterprise scale.

ICS Center

ICS Center; a trademark owned by 8Words Sp. z o.o.; was established in 2008 and is headquartered in Warsaw; Poland. The company operates as an innovative contact center specializing in customer service; sales; and business process support. ICS Center employs over 500 consultants across two locations in Warsaw and Bialystok; with over 350 stationary and remote workstations plus an additional 150 remote positions on an accretive basis. The company handles over one million interactions monthly and operates 24/7/365. ICS Center provides professional inbound and outbound call handling; technical support; telesales; and customer relationship management. The company leverages advanced automation and AI technologies including LLM models and AI assistants to deliver concrete business results for clients. ICS Center serves diverse industries including medical; e-commerce; modern technologies; and media sectors. The company handles both Polish and foreign language projects including English; German; Ukrainian; and Russian. ICS Center was recognized as a key player shaping Poland's contact center market in the Gazeta Finansowa Rynek Contact Center 2025 report. The company's Managing Director Paulina Borowska was featured discussing the AI revolution in conversation analysis. ICS Center's GCC engagement involves providing innovative customer support; sales outsourcing; and AI-powered contact center solutions to Global Capability Centers and shared service centers operating across Poland. The company serves insurance; finance; publishing; and healthcare sectors with projects at scale of over 100 specialists. Jacek Szczesny oversees strategy development and technological innovation; with Paulina Borowska as Managing Director and Mariusz as Operations Director.

Itelence

Itelence, headquartered in Poland, is a business process outsourcing company providing comprehensive back-office and customer service solutions to enterprise clients across Europe. The company offers a full suite of outsourcing services including customer service and support, finance and accounting outsourcing, HR outsourcing, data processing, and customized back-office support for procurement, supply chain, marketing, research, and analytics. Itelence specializes in shared services center setup and management, guiding clients through decisions involving shared services versus outsourcing, ensuring optimal efficiency and alignment with business strategy. Its service portfolio encompasses multilingual customer support, knowledge process outsourcing, intelligent automation, and data analytics. The company leverages Poland mature business services ecosystem, with access to experienced managers, robust infrastructure, and local outsourcing expertise, to deliver scalable solutions for global enterprises. Itelence supports clients through comprehensive engagement models, from initial scoping and pilot programs to full-scale operations with defined KPIs and SLAs. The company handles knowledge transfer and change management to ensure minimal disruption during transitions, focusing on delivering results and building trust through transparency and consistent performance. Recognized for its expertise in BPO and shared services in Poland, Itelence continues to invest in automation, data analytics, and digital transformation capabilities. The company serves enterprise clients across banking, insurance, technology, retail, and manufacturing sectors, providing scalable customer analytics, process optimization, and intelligent automation solutions that enable GCC and enterprise clients to achieve superior operational efficiency and measurable business outcomes.