AI pushes GCCs beyond low-cost back-office role

GLOBAL CAPABILITY CENTRES (GCCs) are moving away from their traditional role as low-cost back-office units and are now emerging as drivers of enterprise strategy, innovation, and artificial intelligence-led transformation.

- OJASVI GUPTA

According to CII estimates, the number of GCCs in India could rise from about 1,800 currently to nearly 5,000 by 2030, generating 20-25 million jobs and contributing close to 3% of GDP. However, analysts caution that sheer expansion will not be enough. Gartner notes that GCCs relying only on cost advantages will not survive the decade, with future growth hinging on AI-driven, innovation-centric models.

"AI, especially Agentic AI, has led to new questions—it is not only how work gets done, but increasingly what work deserves to be done in the first place. This change, from executing tasks to shaping outcomes, is altering the very identity of GCCs," said Rohan Lobo, partner, Deloitte India.