Calling on Cloud: Rethinking Customer Care for Indian Enterprises

Despite digital channels, Indians still prefer to call up customer care service to seek help with requests, queries or complaints. That’s a hardwired mindset that prefers human touch over chatbots or FAQs.

That is not to say Indians do not expect consistent, personalized and just-in-time service that chatbots can offer. They are digitally savvy, but would escalate high-priority requests to a human agent.

This dichotomy creates mounting pressures on Indian enterprises to rethink customer care operations and look for ways to make customer service more engaging, reliable, always-on and still, human enough.

Contact center leaders are currently re-evaluating their existing systems for speed and scale, while pivoting to AI-enabled, compliance-ready Customer Care as a Service (CCaaS) solutions.

The Changing Landscape: Personalization at Scale

As companies work to meet customers wherever they are through omnichannel engagement across voice, chat, email and social media, they need systems capable of handling and elevating the quality of high-volume interactions.

Advanced AI capabilities can provide predictive insights and real-time agent assistance while streamlining integration with CRM and workforce management platforms. This makes customer interactions more meaningful by removing the friction that existed with legacy systems.

However, legacy platforms rely on hybrid or on-premises deployments, making these upgrades complex and costly. Integration with CRMs and workforce management systems is rarely seamless, while rigid pricing and outdated architectures restrict flexibility.

The Cloud Imperative

Meeting mounting customer expectations requires technology that is agile, data-driven and scalable. Cloud-oriented CCaaS platforms deliver this by combining elastic infrastructure with embedded AI, enabling predictive insights, intelligent routing and real-time agent assistance.

This shift is especially visible in sectors where customer engagement defines business success.

• Financial institutions are deploying secure, compliance-ready environments that support AI-driven fraud detection and faster service resolution.
• Healthcare and life sciences firms are adopting multilingual, privacy-first engagement models that improve patient experience.
• Retail, e-commerce, telecom, and OTT providers are investing in platforms that scale seamlessly during peak periods while maintaining the quality and speed of customer interaction.

Regulation‑Driven Modernization

Telecom Regulatory Authority of India (TRAI) and telephony requirements continue to shape how contact centers operate and scale. Platforms that fail to meet these standards face deployment delays and governance challenges.

Modernize Customer Care with Persistent and Five9

For Indian enterprises, Five9 stands out as a practical, future-ready solution, ensuring comprehensive regulatory compliance while offering a cloud-native, GenAI-ready platform that supports omnichannel engagement and AI-powered agent assistance.

Its per-seat pricing model allows organizations to maintain predictable costs for stable teams and the platform’s seamless integration capabilities enable smooth collaboration with global operations, making it suitable for hybrid deployment models when required.

As a Certified Implementation Partner and High-Performance Five9 Partner, Persistent focuses exclusively on CCaaS programs, ensuring deep expertise, best practices and accelerated outcomes.

Migrate Faster, Boost NPS at Cost and Scale

Persistent stands out for its ability to modernize, humanize, and monetize every customer interaction through a combination of deep domain expertise and cutting-edge technology.

• AI-First Approach: Our solutions embed AI at the core, such as Agentic AI for CX, Service, and Product Intelligence, enabling more innovative self-service, agent assist and operational excellence. Read how our virtual agents have helped a leading quick commerce restaurant fulfil orders 25% faster.
• Accelerated Migration: Our proprietary frameworks reduce migration time by up to 30%, ensuring faster time-to-value.
• Operational Efficiency: Persistent delivers a 25% reduction in operational costs and a 20% improvement in NPS and customer loyalty, backed by automation and hyper-personalization.
• Comprehensive Service Model: From advisory and roadmap design to managed services and automation, we cover the entire lifecycle of CCaaS transformation.
• Proven Outcomes: Demonstrated success with global enterprises, such as reducing ticket resolution time from 30 minutes to under 1 minute and boosting CSAT scores by 200 basis points Read how Persistent’s conversational AI delivered these improvements for a global retailer.

Our recent acquisitions, such as Starfish and NuCortex, reinforce our position as the right partner for delivering CCaaS modernization. With Starfish, Persistent automates discovery, assessment, migration and administration, ensuring seamless transformation processes. NuCortex accelerates the development of custom action-agent solutions by leveraging advanced insights, planning and decision-making capabilities.

These accelerators underpin Persistent’s value promise: 20% improvement in first-contact resolution, a 40% decrease in both customer and agent effort, a 40% reduction in defect rates and a 25% year-on-year reduction in ticket volume.

Together, these outcomes demonstrate Persistent’s ability to deliver significant, measurable benefits for enterprises seeking to modernize their customer care operations.

The Path Forward

The shift to next-generation CCaaS is more than a technology transition: it represents a mindset change. By adopting platforms designed for agility, compliance and intelligence, Indian enterprises can create customer engagement ecosystems that evolve as quickly as their customers do. Those who move now will be best positioned to lead the next wave of digital customer experience in India’s rapidly transforming market.