Some of this industry's best-known companies began in India. Freshworks was founded in Chennai as Freshdesk, a help desk sold to small companies around the world. India's conversational AI industry grew up serving Indian banks and retailers, and most of its companies were founded in Bengaluru, like Yellow.ai and gnani.ai. Uniphore began in Chennai, Exotel and Hiver in Bengaluru, Zenoti in Hyderabad and Rocketlane in Chennai. The large global platforms build here too, with Five9's Bengaluru centre building much of its AI and Zendesk working from Pune.
For an engineer, this is work on software that has to answer instantly and at huge volume, across voice, chat, email and messaging. Java engineers lead the hiring, cloud engineers run the platforms, and GenAI engineers are far more common than at most product companies, because answering a customer's question is natural work for language models.
Customer service and CX is one of the Industry Verticals of
The Market Segments start with the customer who calls, move through the AI that answers and the software that listens, to the customer who writes, the customer who reviews, and the customer who needs someone at the door.
The cloud contact centres of large companies and smaller teams come from companies like NiCE, Genesys, Five9, Talkdesk and Exotel.
Chat and voice agents that answer customers and resolve their problems come from companies like Yellow.ai, gnani.ai, Avaamo and ASAPP.
Software that transcribes and scores every call, and guides the agent during it, comes from companies like Uniphore, Observe.AI and Level AI.
Help desks, ticketing, and the tools that keep customers once they have bought, come from companies like Freshworks, Zendesk, Hiver, Gainsight and Rocketlane.
Reviews, ratings and customer surveys are gathered and answered with software from companies like Medallia, Bazaarvoice, Birdeye and Cube.
Dispatching technicians and booking appointments at salons, spas and gyms are the work of companies like ServiceTitan, Zuper, Zinier and Zenoti.
What customer service and CX companies hire software engineers for, and which roles they hire, is on