Genesys, a global cloud customer experience orchestration company, has announced the appointment of Deepa Madhavan as India country head.
In her new role, Madhavan will continue the development of Genesys cloud technologies and engagement of teams across all functions in Genesys India.
Madhavan joins Genesys from PayPal where she served as senior director at PayPal for 13 years and led its multi-cloud enabled privacy and security platform which used machine learning to identify customer data.
With a career spanning 25 years leading global engineering and product teams, she will manage, support, and grow the company’s R&D centre located in Chennai, the second-largest facility of its kind for Genesys globally, the company said in a statement.
The Chennai centre hosts employees working in product management, professional services, customer care, engineering, finance and sales, and other support functions, who develop innovative technology products for Genesys globally.
“Deepa joins us at a time when we are pushing forward with our focus on cloud innovation, maximizing customer value and driving business growth. Deepa is a people-centric leader with the ability to successfully grow and build high-performing teams from the ground up. We are excited to have Deepa on board as we continue to make strategic strides in experience orchestration and pioneering the experience as a Service market,” said Stephen Hamill, managing director and vice president, ASEAN & South Asia at Genesys.
Madhavan said the next-generation CX technology has the potential to transform business operations if prudently leveraged and executed.
“Today, customer experience is as vital as a company's products and services, and the contact centres have evolved into ‘experience centres’ that are leading the way to deliver real-time proactive and predictive outcomes. Joining Genesys at this crucial juncture will allow me to be a part of a company that enables organisations to succeed in today's experience economy through digital empathy,” she added.
Madhavan spent the early part of her career in Silicon Valley, working for companies across industries that include green tech and telecom, and in consulting. With deep expertise in the technology arena, she has a proven record of managing sizable technical and product teams.