Tech Mahindra has partnered with 60 to 70 global capability centres (GCCs), focusing on providing specialised services, addressing growing demands, and grooming talent to cater to their evolving requirements.
“GCC has caught the spotlight and is definitely the talk of many organisations in India,” said Ram Ramachandran, senior vice president – India, Middle East, and Africa business, Tech Mahindra. “We are embracing this evolution by enhancing our service lines and capabilities for GCC specifically, going beyond traditional resource-led models,” he added.
The IT company’s services to GCCs range from enabling next-gen AI solutions to cloud-enabled capabilities and advanced business (BPO) models. The company is addressing significant demands for artificial intelligence (AI), particularly generative AI (GenAI) and cognitive AI, as organisations seek scalable, diverse, and rapid solutions.
The company sees significant demand from high-tech organisations, which are evolving rapidly. These demands include engineering research and development, Generative AI, and AI-enablement of operations.
Banking, financial services, and insurance (BFSI) are also undergoing a transformation, with a growing requirement for India as a captive centre. Similarly, the manufacturing sector is showing strong demand, while telecom, despite its global stress, is investing in its transformation journey, he said.
“There is a huge demand for next-gen services. AI, including generative AI, is at the forefront as organisations are seeing relevant use cases emerge,” Ramachandran said. The company is also assisting GCCs with cloud transformation journeys, offering a mix of private and public cloud solutions.
On the BPO side, Ramachandran highlighted that the traditional agent-led model is shifting to agent-less capabilities, blending human and technological experiences. Furthermore, demand for pod-based and build-operate-transfer models has been growing.
GenAI is also serving as a significant cost optimiser for companies, reducing expenses by 15-20% in various operations. Ramachandran said that GenAI is particularly effective in automating repetitive and mundane tasks, replacing roles such as data entry operators, document processors, and first-level support staff.
Talent Development for GCCs
Tech Mahindra is also actively involved in talent development for GCCs. This includes co-investing and co-developing training programmes to align with GCC roadmaps. “There is a huge talent deficit, and we are figuring out the best way to groom the talent,” Ramachandran said.
He said that Tech Mahindra does not view GCCs as competition but as an extension of the ecosystem. “It shows the evolving role of India as a hub for technology development. This serves everyone in the ecosystem well,” Ramachandran said.