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EY Survey Finds India GCCs Pivot to Enterprise AI as Agentic Adoption Surges

EY finds centres increasingly acting as innovation hubs with greater decision authority.

The government’s emphasis on AI, semiconductors, green energy, and deep-tech complements the evolving mandate of global capability centres, which are increasingly handling advanced work in cloud, data engineering, cybersecurity, and R&D.
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Overview

  • Fifty-eight percent of India-based GCCs are investing in agentic AI, with another 29 percent planning to scale it within a year.
  • GenAI has become mainstream across centres, with 83 percent investing, pilots rising from 37 percent in 2024 to 43 percent in 2025, and 81 percent upskilling internal teams.
  • Two-thirds of GCCs have established dedicated innovation teams, prioritising use cases in customer service (65 percent), finance (53 percent), operations (49 percent) and IT/cybersecurity (45 percent).
  • Centres report expanded global decision roles, with 52 percent sharing accountability, 26 percent being consulted and roughly 20 percent moving toward full ownership of select functions.
  • Cyber readiness remains moderate, with only 7 percent reporting a fully embedded cyber Centre of Excellence, while monitoring of third-party data access increased from 44 percent to 60 percent and budgets skew toward technology (25 percent) and talent (23 percent) as in-house delivery stays dominant (84 percent) with outsourcing up to 12 percent.