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Economic Times
21-07-2025
- Business
- Economic Times
Vertex Global Services to impart AI-specific skills to 8,000 professionals in India over next 3 years
TIL Creatives New York-headquartered business process management firm Vertex Global Services on Monday announced its plan to impart AI-specific skills and training to over 8,000 professionals in India over the next three years. This initiative is poised to revolutionise their in-house capabilities, backed by the launch of the VAssist tool to build efficiencies in contact centre processes, a statement said. From offering traditional BPO services to data-driven CX analytics, this tool will transition from conventional ways of handling customers to leveraging advanced tech for enhanced customer experience. By integrating this tool, the workforce will be able to understand, analyse, and provide better resolutions by differentiating it into three categories, such as contact centre, customer service, and business Indian BPO sector is rapidly transforming in this tech-driven era and undergoing a remarkable shift, as AI is redefining its core operations, such as customer experience, it is estimated to grow from USD 139.35 billion in 2025 to USD 280 billion by 2033, fuelled by the integration of advanced technologies and AI in the sector, it further accelerate this momentum, the fastest emerging BPO player, Vertex Global Services, has announced its ambitious plan to impart AI-specific skills and training to create over 8,000 AI experts in India over the next three years, the statement said."As the industry is transitioning towards automation and streamlined workflows, the focus on continuous quality management remains paramount. This initiative is poised to transform the landscape of customer service in BPO, ensuring that the company not only meets but exceeds both operational and customer service standards in the years to come," Vertex Global Services President and founder Gagan Arora agents engage with customers, the VAssist tool will provide on-the-spot recommendations for scripts and communication techniques, enhancing both the agent's performance and the overall customer capacity for real-time feedback not only aids in reducing Average Handle Time (AHT), a critical metric in call centre operations, but also improves the customer's journey by eliminating confusion during Average Handle Time is paramount, especially considering the financial implications for companies sponsoring toll-free a step further, creating a measured balance between AI and human will provide real-time and satisfactory resolutions. According to the industry estimates, 68 per cent of all customer service and support interactions are expected to be handled by agentic AI by 2028. Elevate your knowledge and leadership skills at a cost cheaper than your daily tea. From near bankruptcy to blockbuster drug: How Khorakiwala turned around Wockhardt Paid less than plumbers? The real story of freshers' salaries at Infy, TCS. What if Tata Motors buys Iveco's truck unit? Will it propel or drag like JLR? As deposit ground slips under PSU banks' feet, they chase the wealthy If data is the new oil, are data centres the smokestacks of the digital age? Stock Radar: M&M likely to break out from 1-year consolidation range; time to buy? Will consumer stocks see a comeback this festive season? 12 stocks to keep an eye on even when analysts are not bullish Don't fear volatility, focus on businesses: 5 mid-cap stocks from different sectors with upside potential of up to 27% Best way to deal with volatility, just ' Hold' for wealth creation: 7 large-cap stocks with an upside potential of up to 41%
Time of India
21-07-2025
- Business
- Time of India
Vertex Global Services to impart AI-specific skills to 8,000 professionals in India over next 3 years
Academy Empower your mind, elevate your skills New York-headquartered business process management firm Vertex Global Services on Monday announced its plan to impart AI-specific skills and training to over 8,000 professionals in India over the next three initiative is poised to revolutionise their in-house capabilities, backed by the launch of the VAssist tool to build efficiencies in contact centre processes, a statement offering traditional BPO services to data-driven CX analytics, this tool will transition from conventional ways of handling customers to leveraging advanced tech for enhanced customer experience By integrating this tool, the workforce will be able to understand, analyse, and provide better resolutions by differentiating it into three categories, such as contact centre, customer service, and business Indian BPO sector is rapidly transforming in this tech-driven era and undergoing a remarkable shift, as AI is redefining its core operations, such as customer experience, it is estimated to grow from USD 139.35 billion in 2025 to USD 280 billion by 2033, fuelled by the integration of advanced technologies and AI in the sector, it further accelerate this momentum, the fastest emerging BPO player, Vertex Global Services, has announced its ambitious plan to impart AI-specific skills and training to create over 8,000 AI experts in India over the next three years, the statement said."As the industry is transitioning towards automation and streamlined workflows, the focus on continuous quality management remains paramount. This initiative is poised to transform the landscape of customer service in BPO, ensuring that the company not only meets but exceeds both operational and customer service standards in the years to come," Vertex Global Services President and founder Gagan Arora agents engage with customers, the VAssist tool will provide on-the-spot recommendations for scripts and communication techniques, enhancing both the agent's performance and the overall customer capacity for real-time feedback not only aids in reducing Average Handle Time (AHT), a critical metric in call centre operations, but also improves the customer's journey by eliminating confusion during Average Handle Time is paramount, especially considering the financial implications for companies sponsoring toll-free a step further, creating a measured balance between AI and human will provide real-time and satisfactory to the industry estimates, 68 per cent of all customer service and support interactions are expected to be handled by agentic AI by 2028.
