Concentrix, one of the world’s leading companies in customer experience (CX) and intelligent transformation, partners with more than 2,000 global brands, combining deep human insight with advanced technologies to modernize operations and elevate customer journeys. Since entering Georgia in 2021, the company has grown from a small team to more than 400 professionals, becoming one of the country’s fastest-growing international employers and a key contributor to its digital and economic development. To discuss this progress, Forbes Georgia spoke with two leaders shaping Concentrix’s local vision – Alper Alten, Chief of Staff for the Middle East & Turkey Region and Managing Director of Concentrix Georgia, and Irakli Gemazashvili, Sales Manager for Concentrix Georgia – who shared insights on Georgia’s evolving market, the company’s people-first culture, global best practices, and Concentrix’s ambitions for 2026 and beyond.
By Iza Gvaramadze
Concentrix operates across many regions worldwide. What global best practices or strengths does the company bring to the Georgian market?
Alper Alten: One of the greatest advantages of being part of Concentrix is the scale and depth of global experience we bring. We operate in more than 70 countries across every major industry and manage some of the world’s most complex customer experience ecosystems. This gives us a unique perspective – we have seen what works, what doesn’t, and how to drive digital transformation in environments that vary dramatically in size, culture, and technological readiness. When we entered Georgia, we did not come as a company testing a new market – we came with a whole playbook of best practices refined over decades. That includes our approach to journey design, automation, AI integration, workforce development, operational excellence, and agile delivery. However, what truly matters is how we apply these global capabilities. We invest time in understanding local behaviors, cultural nuances, and the priorities of Georgian businesses. The real magic happens when global innovation meets local adaptability. That combination elevates Georgia from “one of our locations” to a thriving powerhouse within our global network.
Concentrix entered Georgia in 2021 with a small team and has grown to over 400 today. What enabled such rapid expansion?
Alper Alten: The short answer is: Georgian talent. Growth at this pace is never accidental. From the beginning, we saw that Georgian talent had extraordinary potential: multilingual capabilities, strong communication skills, and a natural ability to adapt in dynamic environments.
Clients noticed this immediately. When you are serving global brands, quality is non-negotiable, and our teams exceeded expectations from day one. That created trust, which in turn created demand.
But talent alone isn’t enough. We also invested in infrastructure, training, leadership development, and in creating a workplace culture that truly puts people first. Our growth has been fueled by the belief that if you invest in people, performance follows – and Georgia is now clear proof of that philosophy.
Why did Concentrix choose Georgia as a strategic location?
Alper Alten: When we assessed Georgia, we saw a country at the intersection of significant opportunity and emerging capability. Its geographic position makes it a natural hub between Europe and Asia, which is advantageous for clients with regional or multi-market needs.
But even more compelling was the human capital. Georgia has a young, ambitious workforce, exceptional linguistic diversity, and a strong drive for professional growth. The business environment is open, the tech ecosystem is evolving quickly, and there’s a genuine appetite for innovation.
These are the building blocks of a high-performing service and technology hub. Georgia offered not just a place to operate, but a place to grow with – and that’s precisely what has happened.
How would you describe the evolution of the Georgian market since 2021? What has been Concentrix Georgia’s greatest achievement?
Irakli Gemazashvili: The change has been significant. In 2021, many businesses were still getting comfortable with the idea of digital transformation. Today, customer experience, automation, and data-driven decision-making have become priorities in boardrooms across the country.
We are seeing more companies looking to modernize operations, optimize costs, and strengthen customer loyalty. There’s also greater openness to outsourcing and partnering with specialized experts – something that was not as widespread just a few years ago.
As for our most significant achievement, I would say it is demonstrating what Georgian talent is capable of on a global stage. We have shown international clients that Georgia can deliver excellence at the highest level.
What are the biggest challenges and opportunities in the Georgian market today?
Irakli Gemazashvili: Every evolving market has growing pains – and Georgia is no exception. One challenge is the uneven pace of digital adoption. Some businesses are advancing quickly, while others are still heavily relying on manual processes.
However, this gap is an opportunity. The companies that choose to innovate now can leapfrog competitors. There is pent-up demand for automation, analytics, and customer-focused strategies, and we see a huge chance for Georgian businesses to redefine service standards and position themselves regionally.
We are at a turning point; those who embrace change will shape the next decade of the Georgian economy.
How aware are Georgian companies of modern CX technologies and outsourced CX solutions?
Irakli Gemazashvili: Awareness is definitely improving, but there is still room to grow. Many companies know they need to modernize, but are unsure how to start or what technologies will have the biggest impact.
Our role is to simplify that journey. We help businesses understand not just the “what,” but the “why” and the “how.” When they see the measurable benefits – efficiency gains, better customer satisfaction, lower operational costs – that’s when real transformation begins.
Which industries in Georgia show the strongest interest or highest potential for CX transformation?
Irakli Gemazashvili: We see the highest momentum in retail, e-commerce, telecommunications, travel, technology, and increasingly financial services. These sectors are under pressure to innovate quickly because their customers expect speed, personalization, and seamless experiences.
But I believe transformation will soon touch every industry. As customers become more demanding, every business – from logistics to utilities – will need to rethink its approach.
What specific solutions does Concentrix offer, and how do these services help businesses improve their operations and customer experience?
Alper Alten: What differentiates Concentrix is that we don’t work on just one part of the customer experience – we manage the entire lifecycle. We help companies design better journeys, build the digital and AI-powered systems that support them, and run the daily operations that keep everything functioning smoothly.
This includes automation, analytics, digital transformation, customer support, content moderation, experience design, and much more. When we partner with a business, we streamline complexity, modernize technology, and create experiences that customers remember for the right reasons.
It’s about transforming every interaction, improving efficiency, and enabling companies to operate with greater clarity and agility.
How does Concentrix leverage AI globally, and how are those innovations used or planned for Georgia?
Alper Alten: AI and GenAI are no longer future projects; they are central to how we operate. Globally, we use AI to optimize workflows, predict customer needs, personalize interactions at scale, and improve accuracy and speed across industries.
In Georgia, we are integrating many of these capabilities into our daily operations. But what excites me most is our roadmap for 2026 and the years ahead. We are preparing to bring more advanced AI-driven solutions to Georgian companies – not as an experiment, but as proven tools that global brands rely on.
Our vision is that Georgian businesses should have access to the same capabilities as multinational corporations. And we are building exactly that.
How do you balance automation with the human element in a people-first organization like Concentrix?
Alper Alten: This is a question I’m deeply passionate about. Automation should never erase the human element – it should strengthen it.
We let technology handle repetitive, low-value tasks. That frees our people to focus on empathy, creativity, strategic thinking, and problem-solving – the things that define meaningful human interactions.
This approach does two things: it improves performance and protects our culture. Our people-first philosophy means we invest in upskilling, continuous learning, and building an environment where employees feel empowered, valued, and connected. Technology enhances their work – it never replaces their role in the organization.
Concentrix emphasizes a people-first culture. How do you bring that to life in Georgia?
Alper Alten: Our three Vs – Visibility, Velocity, and Value – guide everything we do. We make sure our people are seen and heard, we remove barriers that slow them down, and we create real value through career growth and wellbeing.
In Georgia, this translates into structured development programs, open communication channels, strong leadership accessibility, and a culture where people feel genuinely supported.
I am proud that many of our employees see Concentrix not just as a job, but as a place where they can build a future, gain global experience, and grow professionally in ways that were not widely available in Georgia before.
How do you envision the Georgian business landscape in the next five years?
Irakli Gemazashvili: I expect a significant transformation. Automation, AI adoption, data-driven decision-making, and customer-centric business models will move from nice-to-have to essential.
Companies that embrace these shifts will scale faster, operate more efficiently, and compete more effectively – not just locally, but in regional and international markets.
Georgia has all the ingredients to become a regional innovation hub, and I believe this acceleration will define the next few years.
What are Concentrix’s plans for expanding its presence in the Georgian market in 2026?
Alper Alten: 2026 marks an important milestone for us. We are planning to expand our services deeper into the Georgian market and introduce capabilities that were previously accessible mainly to global clients. This includes advanced AI solutions, richer analytics offerings, and broader support for digital transformation.
Our goal is to help Georgian companies operate with the same sophistication and technological advantage as major international brands. We hope to create more jobs for local talent, strengthen Georgia’s digital infrastructure, and contribute to the country’s growth as a regional center of service excellence.
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