This firm helps companies build new realities behind the scenes

Summary:

• Concentrix is a global technology and services company that operates discreetly as a partner to major brands. It has evolved from focusing on customer support to providing end-to-end intelligent transformation, AI orchestration, and cloud migration.
• The company organizes its services into four key areas – strategy and design, data and analytics, enterprise technology, and digital operations – to help clients modernize their tech stacks and automate workflows.
• By deploying AI and digital platforms, Concentrix has delivered significant results in the region.
• Get in touch to see how Concentrix can help your company out.

In a tech world that sometimes seems to run purely on hype, “the real Gs move in silence,” as a famous rapper once said. And that rings true with global tech and services company Concentrix.

Since it started over 20 years ago, the company has been helping enterprises modernize their technology, transform customer and employee experiences, and solve complex business challenges. If you’ve watched a show on a streaming platform, spoken to the AI customer service agent of a coffee company, or used an airline’s app to book a flight, the chances are, Concentrix was involved somewhere in that experience.

Concentrix’s Vietnam office / Photo credit: Concentrix

Despite this, you might not have ever heard of it – and that’s by design.

“We act as a partner behind many of the world’s best brands, building and operating core experiences that carry our clients’ names, not ours,” says Ashish Pandey, global vice president for Concentrix Southeast Asia. “The work is embedded in our clients’ ecosystems, so the impact is visible, even if our brand isn’t always front-of-stage.”

Growing through the years

When it was first established, Concentrix primarily focused on streamlining customer support and contact-center operations.

As tech capabilities have grown and evolved over the years, so has the company’s offerings. It now helps its clients with end-to-end intelligent transformation, enabling them to keep up with the “new realities” of business in the 21st century.

This involves modernizing tech stacks, embedding AI, unifying data, automating workflows, and designing experiences that drive revenue, loyalty, and efficiency across the enterprise.

But this transformation did not happen overnight.

“For years, Concentrix was known primarily as a customer experience and business process outsourcing partner. And while we were proud of that legacy, we recognized that our clients’ needs were changing faster than traditional models could keep up with,” says Pandey. “The real challenge was transforming from the inside out, building genuine capability in areas like generative AI, advanced analytics, and cloud-integrated platforms, while continuing to deliver for clients day to day.”

Ashish Pandey, global vice president for Concentrix Southeast Asia / Photo credit: Concentrix

Concentrix invested heavily in tech, rethinking how it designed solutions and reevaluating business operations and processes at a fundamental level.

Today, Concentrix’s solutions are anchored on four key areas:

• Strategy and design: helping organizations reimagine business models, design customer and employee experiences, and build transformation road maps.
• Data and analytics: turning raw data into business intelligence through data engineering, advanced analytics, AI, and industry-specific solutions.
• Enterprise technology: modernizing technology platforms with cloud migration, application services, automation, cybersecurity, and testing.
• Digital operations: running day-to-day functions across sales, marketing, customer service, trust and safety, finance, and compliance at a global scale.

“With the major shift in recent years, emerging technologies like AI, automation, and cloud are now embedded across all these areas,” he adds. “For example, we design and deploy generative AI solutions that support both customers and employees, apply advanced analytics to improve decision-making, and integrate digital platforms that allow our clients to scale quickly and securely.”

All of this means that the company has moved from providing behind-the-scenes customer support to becoming a strategic partner that gives clients the speed, scale, and intelligence they need to grow.

Case in point

With this broader mission of becoming a strategic partner at the forefront, Concentrix has worked with clients across several sectors and countries.

In France, it helped an insurance company clear a backlog of 40,000 alerts. These were related to sanctions, politically exposed persons, and high-risk countries. At the same time, the insurance company had to process the daily flow of new alerts in a timely manner or risk significant fines.

Concentrix worked with the company, bringing in a team of anti-money laundering experts and leveraging AI to build a program that could effectively sort through and prioritize alerts. The system could automatically discard false alerts to enable the client to focus on the ones that actually required attention.

Photo credit: Concentrix

With this, not only did the client successfully clear its backlog, it also improved the speed at which it processed alerts. About 95% of real-time alerts were closed within two days, and it resolved an average of 3,300 alerts per week, significantly improving compliance.

Concentrix has brought this expertise to Southeast Asia as well. Pandey says that companies in the region often face challenges with diverse languages, digital adoption, and rapidly changing consumer preferences.

“The real impact shows up in how our clients are able to grow and adapt,” he explains. “In Southeast Asia, that often means helping them serve customers across very different markets and languages or giving them the tools to use technology like AI in a way that makes a real difference.”

For instance, a global pharmaceutical company in Vietnam was having difficulties with supporting rapid user growth, with more than 150,000 new users coming on board each month.

Concentrix rolled out a contact-center-as-a-service platform, complete with a genAI-powered voice bot. This helped to maintain operational accuracy and responsiveness for the client’s 3,000+ field sales representatives without needing to increase headcount. By the numbers, the initiative delivered a 90% reduction in errors and US$20,000 in cost savings.

Meanwhile, in Malaysia, Concentrix worked with a global consumer goods company that was dealing with inefficiencies from fragmented manual processes, which put compliance consistency at risk. As a solution, Concentrix deployed an AI-driven digital onboarding and customer validation platform, which was integrated with CRM systems to automate registration, verification, and customer engagement workflows across retail and partner channels.

“This proactive, digital-first operating model reduced manual effort by 80% to 90% and enabled scalable customer onboarding without proportional headcount growth,” Pandey says. He adds that the initiative delivered more than US$226,000 in net business benefit, improved customer validation rates by 4%, and increased registered customers by 23%.

Photo credit: Concentrix

Looking at other case studies in which Concentrix assisted with sales growth and KYC processes, it’s plain to see that the company is ready to help with anything a potential client could need.

“In short, we help organizations grow revenue, cut costs, and improve both customer and employee experiences through AI-powered platforms, advanced analytics, or reimagined business operations,” Pandey says.

Driving real outcomes

Southeast Asia is a key part of Concentrix’s future plans.

“The region is one of the fastest-growing digital economies in the world, with a young, digital-first population and businesses that are scaling across borders faster than ever,” Pandey says. “That is exactly where Concentrix adds value – bringing global expertise while building local solutions that fit the realities of each market.”

The company will continue investing in talent and capabilities in the region to provide better support to its clients, enabling them to adopt new tech tools in a way that is practical, responsible, and outcome-driven.

“At the end of the day, our role as an integrated business solution provider is to be a partner they can rely on,” Pandey affirms. “Most of our clients have sat through the demos and approved the road maps. What they need is a partner who stays when the hard work starts. That’s us.”

Concentrix (listed on the Nasdaq as CNXC), is the Fortune 500 technology and services company, helping the world’s best brands create intelligent operations that perform in the real world. It designs, builds, and runs integrated human and AI solutions, harnessing the insight from billions of real-world interactions to help 2,000+ of the world’s most complex organizations solve their toughest business challenges.

Backed by 20+ years of operational experience and battle-tested AI, it serves as the intelligent transformation partner that helps clients across every major industry move from ambition to measurable, scalable performance.

Find out more about Concentrix and how it can help you unlock the next big opportunity here.

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This content was produced by Tech in Asia Studios, which connects brands with Asia’s tech community. Learn more about partnering with Tech in Asia Studios.