Vertex Global Services recently launched an innovative end-to-end factory shop tailored for foreign companies in sectors like FMCG, automotive, AI, and deep tech. Could you share the vision behind this initiative and how it aims to facilitate global business integration into the Indian market?
Our end-to-end factory shop is specifically designed to enhance India’s position in the global economy and boost foreign investment through various strategic initiatives. Our vision is to facilitate the integration of global businesses into the Indian market by targeting USD 40 million foreign investment over the next three years. This investment will not only stimulate economic growth but also foster technological innovation within the country. Ultimately, we aim to create a robust ecosystem that supports economic development and encourages technological advancement by effectively leveraging financial resources and foreign investments.
As Trade Commissioner for the India-Africa Trade Council and Chair of the Foreign Investors Council’s Delhi Chapter, how do you see Vertex’s efforts aligning with government policies to attract and support foreign investment in India?
As Trade Commissioner for the India-Africa Trade Council and Chair of the Foreign Investors Council’s Delhi Chapter, I see Vertex’s efforts as being well-aligned with the Indian government’s ongoing initiatives to attract and facilitate foreign investment. The government has been proactive in creating a conducive environment for investors by simplifying regulations, offering incentives, and prioritizing ease of doing business. Vertex’s focus on fostering cross-border partnerships, leveraging technology, and supporting sustainable growth resonates strongly with these policy priorities. Moreover, Vertex’s commitment to transparency, compliance, and capacity-building among local stakeholders complements government objectives to ensure that foreign investment translates into long-term socio-economic benefits.
By actively engaging with both public and private sector partners, Vertex is helping to build confidence among international investors and contribute to India’s vision of becoming a global investment hub. I believe that continued collaboration between organizations like Vertex and policy makers is essential to unlocking new opportunities and driving inclusive growth in the country.
Language diversity can be a major barrier in global business operations. How is Vertex Global Services addressing this by building a large cadre of language support experts, and what impact has this had so far?
Language diversity indeed poses significant challenges in global business operations. However, at Vertex Global Services, we are effectively tackling this issue by creating a large team of language support experts. Through our hiring program from Tier II and Tier III cities in India, we are unlocking a wealth of diverse language skills. Moreover, the company is also integrating AI-powered tools, such as the VAssist tool, that will allow agents to handle customer queries more effectively and speedily. The combination of a skilled team and advanced AI tools is leading the company to a more inclusive and efficient global operation. We provide multilingual support in more than 40 languages, including not just major international languages but also various Indian regional languages. This comprehensive approach not only improves agent performance but also fosters a more welcoming environment for customers from diverse linguistic backgrounds, ultimately driving better business outcomes.
With plans to hire over 4,000 language support experts and more than 2,500 employees in India, how do you foresee this scale-up contributing to job creation and youth empowerment in the country?
Our plans to hire over 4,000 language support experts and more than 2,500 employees in India are strategically aimed at not just creating job opportunities but also at empowering the youth with future-ready skills. With more than 60 per cent of graduates from tier-II and tier-III cities relocating to tier-I cities in search of better job opportunities, we recognise the importance of bridging the gap between industry demands and the skills possessed by the youth. By adopting innovative skilling and training methods alongside our hiring initiatives, we aim to equip young individuals with the industry-ready skills required in today’s job market, ultimately fostering a more robust employment landscape in the country.
Artificial Intelligence is rapidly transforming productivity. What role do you envision AI playing within Vertex, both internally and in enhancing your customers’ IT and business operations?
At Vertex, AI is transforming our core operations, including hiring, data analysis, customer service and backend operations. Through leveraging AI for data-driven decision making, the company is redefining customer experiences in IT and business operations. We are exploring various AI-powered solutions in this area, which include intuitive workflows that can learn and optimise independently, AI copilots that are designed to assist agents in real-time, and predictive automation that anticipates potential problems while offering possible solutions.
Additionally, our recently launched VAssist tool equips our agents with real-time insights and communication techniques, significantly reducing task completion times and errors. Moreover, we are planning to train over 8,000 professionals in AI-specific skills to integrate advanced technologies, while reinforcing our role as a leader in the evolving BPO landscape. AI is also central to our Quality Management System, enabling continuous monitoring, feedback, and process improvement to further enhance service delivery and compliance. Overall, AI is central to the company’s strategy, driving operational excellence and setting new benchmarks in customer service.
The future of customer experience (CX) is evolving with technologies like Agentic AI. Do you see this as a potential replacement for the human workforce, or more as a collaboration that enhances service quality?
The future of customer experience (CX) is indeed evolving with technologies like Agentic AI. As per the recent estimates, 68% of customer interactions are projected to be managed by AI by 2028. In line with this, we aim to create a perfect balance between human and machine intelligence, as ‘AI should empower, not replace humans’, as I see it more as a collaboration that enhances service quality rather than a replacement for the human workforce. While Agentic AI can efficiently handle a significant portion of customer interactions, it is crucial to maintain the human element in these exchanges.
It should reduce the workload of human agents by managing routine tasks and data, allowing customer service representatives to focus on more complex and meaningful interactions. This blend of human intelligence and AI capabilities creates an exceptional customer experience. Companies that prioritise this balance are likely to foster stronger relationships with their customers, ultimately leading to lasting loyalty and satisfaction. So, rather than viewing Agentic AI as a threat, we should embrace its potential to enrich human interactions and create a more dynamic CX landscape.
India’s BPM and BPO sectors have been leaders in inclusivity. Could you elaborate on Vertex’s initiatives or plans aimed at increasing employment opportunities for Persons with Disabilities (PWDs)?
At Vertex Global Services, we are committed towards enhancing the employment landscape of India and our plans to provide opportunities for Persons with Disabilities (PWDs) are a part of our broader inclusivity initiatives. With a vision to significantly expand our employee base to over 2,500 in the next four years, our goal is to integrate 10-12% of PWDs into our workforce.
We recognise the pressing need for inclusivity, especially given the high unemployment rates. Our approach involves not just hiring but also providing comprehensive training programs that equip them with essential language skills. This training is designed to enable effective communication with our diverse clientele, ensuring that all employees can thrive in their roles. By fostering a diverse talent pool, we aim to create a rich landscape for growth and inclusion within the organisation. Through these initiatives, Vertex Global Services is not just committed to inclusivity; we are also taking tangible steps to lead the industry towards a more equitable future for all.
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