การประชุมแถลงผลประกอบการไตรมาส 3 ปี 2026 ของ Genpact (G): การเติบโตของ ATS แตะ 30.3%

ประเด็นสำคัญ

• Genpact รายงานรายได้ประจำไตรมาส 3/2026 ที่ 1.385 พันล้านดอลลาร์ เพิ่มขึ้น 7.3% เมื่อเทียบเป็นรายปี แม้จะได้รับผลกระทบประมาณ 2 จุดเปอร์เซ็นต์จากกลุ่มงานที่บริษัทกำลังทยอยยุติการดำเนินงาน
• รายได้จาก Advanced Technology Solutions เพิ่มขึ้น 30.3% แตะที่ 405 ล้านดอลลาร์ โดยเร่งตัวขึ้นจากอัตราการเติบโต 24.1% ในไตรมาส 2 และคิดเป็น 29% ของรายได้รวม
• อัตรากำไรขั้นต้นขยายตัวประมาณ 160 basis points สู่ระดับ 38% ซึ่งถือเป็นการขยายตัวเมื่อเทียบเป็นรายปีติดต่อกันเป็นไตรมาสที่ 14 ขณะที่อัตรากำไรจากการดำเนินงานที่ปรับปรุงแล้วอยู่ที่ 17.8%
• กำไรต่อหุ้นปรับลดที่ปรับปรุงแล้วเพิ่มขึ้น 10.3% แตะที่ 1.07 ดอลลาร์ ขณะที่กำไรต่อหุ้นปรับลดตาม GAAP อยู่ที่ 0.89 ดอลลาร์
• ฝ่ายบริหารคาดการณ์ว่ายอดจองซื้อ (bookings) ของโซลูชันระบบเอเจนต์ในปี 2026 จะสูงกว่า 1 พันล้านดอลลาร์อย่างมีนัยสำคัญ ซึ่งมากกว่ายอดจองในปี 2025 กว่า 5 เท่า ทั้งนี้ มูลค่าสัญญาของระบบเอเจนต์สะสมที่ได้รับมอบหมายมากกว่าครึ่งหนึ่งมาจากลูกค้ารายใหม่
• Genpact คาดว่าการเติบโตของรายได้ที่รายงานจะอยู่ที่อย่างน้อย 7% และการเติบโตของกำไรต่อหุ้นปรับลดที่ปรับปรุงแล้วจะอยู่ที่อย่างน้อย 13% สำหรับทั้งปี 2026

ข้อมูลทางการเงินที่สำคัญ

ผลการดำเนินงานทางธุรกิจและการปฏิบัติการ

Advanced Technology Solutions เป็นปัจจัยขับเคลื่อนการเติบโตหลัก โดยการเติบโตของรายได้เร่งตัวขึ้นเป็น 30.3% จาก 24.1% ในไตรมาส 2 ด้วยความแข็งแกร่งในวงกว้างของกลุ่มข้อมูลและ AI, เทคโนโลยีดิจิทัล, บริการให้คำปรึกษา และข้อเสนอทางด้านระบบเอเจนต์ ทั้งนี้ การเติบโตของรายได้และรายได้ต่อพนักงานในธุรกิจนี้ต่างสูงกว่าอัตราเฉลี่ยของทั้งบริษัทมากกว่าสองเท่า

รายได้มากกว่า 70% ของ Advanced Technology Solutions มาจากสัญญาเชิงพาณิชย์ที่ไม่ขึ้นกับจำนวนพนักงานเต็มเวลา (non-FTE) ขณะที่รายได้แบบ non-FTE ของทั้งบริษัทคิดเป็นสัดส่วนมากกว่า 55% ของรายได้รวม ซึ่งสนับสนุนความพยายามของ Genpact ในการแยกการเติบโตของรายได้ออกจากจำนวนพนักงาน ทั้งนี้ จำนวนพนักงานเฉลี่ยปรับตัวลดลงเมื่อเทียบกับไตรมาสก่อนหน้า

รายได้ของ Core Business Services ทรงตัวอยู่ที่ 980 ล้านดอลลาร์ ซึ่งรวมถึงแรงกดดันเกือบ 3 จุดเปอร์เซ็นต์จากกลุ่มงานที่ Genpact ตั้งใจยุติการดำเนินงาน ทั้งนี้ ฝ่ายบริหารระบุว่าการจัดประเภทใหม่หรือการโยกย้ายรายได้ในปัจจุบันจาก Core Business Services ไปยัง Advanced Technology Solutions ยังคงมีอยู่น้อยมาก

Genpact ได้ลงนามในข้อตกลงขนาดใหญ่ 5 สัญญาในไตรมาส 3 ส่งผลให้ยอดรวมตั้งแต่ต้นปีจนถึงปัจจุบันอยู่ที่ 17 สัญญา ซึ่งมากกว่าตลอดทั้งปี 2025 โดยฝ่ายบริหารระบุว่ายอดจองซื้อ (bookings) งานในมือ (backlog) และโอกาสทางธุรกิจใหม่ (pipeline) แตะระดับสูงสุดเป็นประวัติการณ์ตั้งแต่ต้นปีจนถึงปัจจุบัน ทั้งนี้ ข้อตกลงขนาดใหญ่ไม่นับรวมการต่อสัญญา และโดยทั่วไปจะมีองค์ประกอบด้านการดำเนินงานของระบบเอเจนต์ที่สำคัญ

เมื่อจำแนกตามกลุ่มอุตสาหกรรม รายได้จากกลุ่มสินค้าอุปโภคบริโภคและสุขภาพเติบโต 10.7%, กลุ่มบริการทางการเงินเพิ่มขึ้น 7.4% และกลุ่มไฮเทคและการผลิตเพิ่มขึ้น 4.4% เมื่อเทียบเป็นรายปี

ฝ่ายบริหารได้เน้นย้ำถึงงานใหม่หรืองานที่ขยายขอบเขตกับ Woolworths Group, Nestlé Group และ Volkswagen Financial Services Portugal โดยโครงการดังกล่าวครอบคลุมการดำเนินงานด้านการเงินและบุคลากร, ศูนย์ศักยภาพระดับโลก (Global Capability Center) ในอินเดีย และแพลตฟอร์มการจัดการวงจรการค้าด้วยระบบเอเจนต์บน Salesforce ตามลำดับ

การคาดการณ์ของฝ่ายบริหาร

สำหรับทั้งปี 2026 ฝ่ายบริหารได้ให้แนวโน้มดังต่อไปนี้:

• การเติบโตของรายได้ที่รายงานจะอยู่ที่อย่างน้อย 7% รวมถึงแรงกดดันเกือบ 2 จุดเปอร์เซ็นต์จากกลุ่มงานที่กำลังทยอยยุติการดำเนินงาน
• การเติบโตของรายได้ Advanced Technology Solutions จะอยู่ที่อย่างน้อย 25%
• การเติบโตของรายได้ Core Business Services สำหรับทั้งปี แม้จะมีการปรับเปลี่ยนพอร์ตโฟลิโอ
• อัตรากำไรขั้นต้นอยู่ที่ 36.9% คิดเป็นการขยายตัวประมาณ 90 basis points เมื่อเทียบเป็นรายปี
• อัตรากำไรจากการดำเนินงานที่ปรับปรุงแล้วอยู่ที่ 17.7%
• การเติบโตของกำไรต่อหุ้นปรับลดที่ปรับปรุงแล้วจะอยู่ที่อย่างน้อย 13%

สำหรับไตรมาส 4/2026 Genpact คาดว่าการเติบโตของรายได้ที่รายงานจะอยู่ที่ประมาณ 7% รวมถึงแรงกดดันมากกว่า 3 จุดเปอร์เซ็นต์จากกลุ่มงานที่ยุติไป การเติบโตของ Advanced Technology Solutions คาดว่าจะใกล้เคียงกับไตรมาส 3 ขณะที่รายได้ของ Core Business Services คาดว่าจะลดลงเล็กน้อย นอกจากนี้ ฝ่ายบริหารยังคาดว่าจะเห็นการขยายตัวเพิ่มเติมของอัตรากำไรขั้นต้นและอัตรากำไรจากการดำเนินงานที่ปรับปรุงแล้ว โดยกำไรต่อหุ้นปรับลดที่ปรับปรุงแล้วจะเติบโตในอัตราเลขสองหลักและเร็วกว่ารายได้

เมื่อมองไปยังปี 2027 ฝ่ายบริหารคาดการณ์ในปัจจุบันว่าการเติบโตของรายได้รวมจะใกล้เคียงกับปี 2026 พร้อมด้วยการขยายตัวของอัตรากำไรอย่างต่อเนื่อง และการเติบโตเพิ่มเติมของกำไรต่อหุ้นปรับลดที่ปรับปรุงแล้ว โดยผลกระทบในรูปตัวเงินดอลลาร์จากกลุ่มงานที่กำลังทยอยยุติการดำเนินงานคาดว่าจะสูงกว่าปี 2026 เล็กน้อย

ความเสี่ยงและประเด็นที่ต้องจับตามอง

Genpact กำลังตั้งใจทยอยยุติกลุ่มงานที่ไม่สอดคล้องกับกลยุทธ์การดำเนินงานด้วยระบบเอเจนต์ ซึ่งกรอบเวลาในการยุติงานเหล่านี้ยังคงมีความไม่แน่นอน และจะส่งผลกระทบต่อการเปรียบเทียบรายได้ทั้งในปี 2026 และ 2027

กระแสเงินสดจากการดำเนินงานในไตรมาส 3 ลดลงเนื่องจากความล่าช้าในการออกใบแจ้งหนี้และการจัดเก็บเงินที่เกี่ยวข้องกับการติดตั้งใช้งานระบบ ERP เมื่อเร็ว ๆ นี้ โดยฝ่ายบริหารระบุว่าปัญหาดังกล่าวเป็นเพียงอุปสรรคชั่วคราวจากการติดตั้งใช้งาน มิใช่ปัญหาด้านคุณภาพสินเชื่อ และเปิดเผยว่าการจัดเก็บเงินได้กลับสู่ระดับปกติก่อนการติดตั้งใช้งานแล้วจนถึงเดือนตุลาคม ทั้งนี้ คาดว่าผลกระทบดังกล่าวจะคลี่คลายสู่ภาวะปกติภายในต้นปี 2027

ยอดจองซื้อของระบบเอเจนต์อาจใช้เวลานานขึ้นในการเปลี่ยนเป็นรายได้ตาม GAAP เนื่องจากลูกค้าจำเป็นต้องมีงานวางโครงสร้างพื้นฐานและการติดตั้งใช้งาน โดยฝ่ายบริหารกล่าวว่าการปรับใช้หลายรายการยังคงอยู่ในช่วงเริ่มต้น ซึ่งจำกัดความชัดเจนต่อรูปแบบการเร่งตัวของรายได้และผลกำไรเมื่อโครงการเข้าสู่ภาวะเติบโตเต็มที่

นอกจากนี้ บริษัทยังเพิ่มการลงทุนในศักยภาพของระบบเอเจนต์ ผลิตภัณฑ์ และบุคลากรที่มีความสามารถ ส่งผลให้ค่าใช้จ่ายในการขาย ทั่วไป และบริหาร (SG&A) เพิ่มขึ้นเป็น 22.6% ของรายได้ ซึ่งสูงขึ้นประมาณ 2 จุดเปอร์เซ็นต์เมื่อเทียบเป็นรายปี และฝ่ายบริหารตั้งใจที่จะรักษาความยืดหยุ่นในการจัดสรรอัตรากำไรขั้นต้นที่เพิ่มขึ้นระหว่างการลงทุนและการขยายกำไรสุทธิ

ไฮไลต์การตอบคำถามนักวิเคราะห์

• Core เทียบกับ Advanced Technology Solutions: ฝ่ายบริหารระบุว่าโดยทั่วไปลูกค้าจะซื้อผลลัพธ์การดำเนินงานแบบครบวงจร (end-to-end) มากกว่าหมวดหมู่การรายงานแต่ละประเภท ทั้งนี้ การโยกย้ายจาก Core Business Services ไปยัง Advanced Technology Solutions ในปัจจุบันยังมีอยู่น้อยมาก และโอกาสทางธุรกิจใหม่ของทั้งสองกลุ่มยังคงมีความคึกคัก
• ความคุ้มค่าทางเศรษฐกิจของสัญญาระบบเอเจนต์: สัญญาระบบเอเจนต์มีระยะเวลาเท่ากับหรือยาวนานกว่าสัญญาแบบดั้งเดิม และไม่ผูกติดกับจำนวนพนักงานหรือการเรียกเก็บเงินตามเวลาและวัสดุที่ใช้จริง (time-and-materials) อย่างไรก็ตาม สัญญาเหล่านี้มักต้องใช้ระยะเวลาในการติดตั้งใช้งานค่อนข้างนานกว่าก่อนที่จะสามารถรับรู้รายได้ได้
• โครงสร้างของข้อตกลงขนาดใหญ่: ข้อตกลงขนาดใหญ่ทั้ง 17 สัญญาตั้งแต่ต้นปีจนถึงปัจจุบันล้วนเป็นงานใหม่สุทธิ (net-new work) ซึ่งรวมถึงการขยายงานกับลูกค้าเดิม โดยส่วนใหญ่มีองค์ประกอบระบบเอเจนต์ที่เป็นกรรมสิทธิ์เฉพาะ แม้ว่าเอเจนต์ AI ที่ปรับแต่งตามความต้องการอาจไม่ได้ถูกนับรวมอยู่ในยอดจองซื้อของระบบเอเจนต์ที่รายงานเสมอไปก็ตาม
• ความยั่งยืนของอัตรากำไร: ฝ่ายบริหารระบุว่าการขยายตัวของอัตรากำไรเป็นผลมาจากหลายปัจจัยมากกว่าแค่สัดส่วนรายได้ในแต่ละไตรมาส โดยได้ระบุว่าการกำหนดราคา เงื่อนไขสัญญา วินัยในการดำเนินงาน และการเปลี่ยนผ่านไปสู่รายได้แบบ non-FTE เป็นปัจจัยเชิงโครงสร้างที่ส่งผลเชิงบวก
• อุปสงค์ของลูกค้า: Genpact ระบุว่าโครงการระบบเอเจนต์ช่วยดึงดูดผู้มีอำนาจตัดสินใจทั้งด้านธุรกิจและเทคโนโลยีให้มาร่วมมือกันมากขึ้น พร้อมทั้งเปิดศูนย์กลางการจัดซื้อแห่งใหม่ โดยลูกค้ากำลังมองหาการพลิกโฉมโมเดลการดำเนินงานที่ครอบคลุมทั้งกระบวนการ ข้อมูล เทคโนโลยี และขีดความสามารถของบุคลากร

บทถอดความการประชุมรายงานผลประกอบการฉบับเต็ม

บทถอดเสียงฉบับเต็มของการประชุมทางโทรศัพท์ผลประกอบการ

คำชี้แจงจากฝ่ายบริหาร

Operator

Good day, ladies and gentlemen. Welcome to the 2026 Third Quarter Genpact Limited Earnings Conference Call. My name is Mark, and I will be your conference moderator for the day.

[Operator Instructions]

As a reminder, this call is being recorded for replay purposes. The replay of the call will be archived and made available on the IR section of Genpact's website. I would now like to turn the call over to Kyle Vikstrom, Head of Investor Relations at Genpact. Please proceed.

Kyle Vikstrom

Good afternoon, everyone, and welcome to Genpact's Q3 2026 Earnings Conference Call. We hope you've had a chance to read our earnings press release posted on the Investor Relations section of our website, genpact.com. Today, we have with us BK Kalra, President and CEO; and Sumita Pandit, Chief Financial Officer. BK will start with an overview of our results, and then Sumita will cover our financial performance in greater detail before we take your questions. Please note that during this call, we will make forward-looking statements, including statements about our business outlook, strategies and long-term goals.

These comments are based on our plans, predictions and expectations as of today, which may change over time. Actual results could differ materially due to a number of important risks and uncertainties, including the risk factors in our 10-K and 10-Q filings with the SEC.

During this call, we will discuss certain non-GAAP financial measures. We have reconciled those to the most directly comparable GAAP financial measures in our earnings press release. These non-GAAP measures are not intended to be a substitute for our GAAP results. Supplemental investor information can also be found in our earnings press release, fact sheet and investor presentation posted to our Investor Relations website.

And finally, this call in its entirety is being webcast from our website. An audio replay and transcript will be available shortly after the call. With that, I'd like to turn it over to BK.

Balkrishan Kalra

Thank you, Kyle. Hello, everyone, and thank you for joining us today. Before I begin, I want to welcome Sumita to her first earnings call as our Chief Financial Officer. Sumita joined at a defining moment for Genpact, and we are incredibly excited to have her here. you will hear from her shortly.

Q3 was another strong quarter for Genpact, further underscoring our pivot as we become the agentic operations company. We delivered 7.3% year-over-year growth in total revenue. Advanced Technology Solutions revenue accelerated to 30.3% year-over-year with broad-based strength across every component of the fly in, and gross margin expanded for the 14th consecutive quarter, further enabling us to invest significantly in future growth.

As we look to the remainder of 2026, healthy and growing demand with focused execution positions us to deliver at least 7% growth even as we transition away from work that is not aligned with our agentic operation strategy. With strong organic revenue growth, significant margin expansion and clear earnings leverage year-to-date, we are well positioned to carry this momentum into 2027. Genpact is the Agentic operations company. We are not the company you once knew. We are building a new Genpact in a fundamentally different category where TAM is expanding, and the market is moving and we are intentionally disrupting ourselves to lead it.

For 3 decades, we have specialized in running mission-critical operations for the world's leading enterprises across finance, risk, supply chain, procurement, HR, banking and insurance. That world has earned us remarkably strong client relationships. Given our Lean Six Sigma heritage, we don't just run the work, we measure it, every transaction, every exception, every control. That discipline is why our agentic work starts from real process intelligence and not a blank page.

Now we are codifying that process intelligence into proprietary agentic solutions and delivering even more value across clients, end-to-end workflows, doing the foundational work to make data ready for AI, building an AI-ready workforce that brings domain-rich, technical and functional expertise to our clients and activating our partner ecosystem by delivering innovative solutions.

We have a distinct set of advantages that allow us to move quickly, execute with conviction and scale that works. We are building our team with exceptional technology and operational leaders, actively shifting us to our product and platform-led future, focus on agentic operations. We have the power of being both big and small, big enough to invest and be chosen for global mandates, yet small enough to move fast and make every client count. And we have a bias for speed.

We are willing to change our own playbooks and move from idea to scale quickly. All of this strengthens our conviction in our strategy and gives us confidence to double down to further accelerate the shift to agentic operations. Agentic Operations is our new operating model. It brings 2 critical changes. The first is moving from human processed, human validated to machine process, human-related, AI agents do the volume processing and our domain experts bring judgment and accountability. It is model agnostic and responsibly governed, built for enterprise scale and clear auditability.

The second is in our commercials. We are driving durable, multiyear recurring annual revenue seems no longer tied to headcount. The client value is captured in 3 outcomes: Our clients grow faster, they operate leaner, and we help them convert more to cash. Agentic operations is also revenue and margin accretive for Genpact and expands our addressable market by a large factor. And because it's built on our process intelligence where you can compound with every deployment, making it very difficult to replicate. The momentum we are seeing in agentic solutions proves our pivot is working. Last quarter, I said we are on track to exceed $1 billion in Agentic Solutions booking for 2026. Our momentum has only strengthened.

Now I am pleased to report that we will exceed that number by a margin. This is more than 5x what we booked in 2025. This tremendous growth is driven by both the TAM and the wallet share we are capturing at speed. To date, more than half of our agentic bookings have come from new clients and from the clients who rotate, we continue to see both revenue and gross margin expansion. And our expanding road map of Genpact solutions will help deliver even more in the future. The impact is not just meeting clients where they are today. We are accelerating their ability to integrate AI directly into their operations by acting on one simple fact. There is no artificial intelligence without process intelligence. And that is exactly why more clients are choosing Genpact and for bigger mandates.

We start from client outcomes and bring process context, data, technology, operating model and organizations into the same conversations to drive results. Over the past few years, we have systematically expanded our capabilities and double down in areas of strength. This has created a powerful flywheel that is now fueling agentic operations as we drive incremental value for both new and existing clients.

Our flywheel creates growth in 3 ways: first, rotating our base. We are shifting our existing book to agentic operations at speed. Client relationships now carry higher value work and for equal or longer contract duration.

Next, expanding within clients. As our agents prove themselves, clients trust us with more processes, functions and geographies. And finally, opening net new TAM. Agentic operations lets us reach new buyers, technology budgets and process areas that labor-based models could never address. At a macro level, the picture is consistent with what we described last quarter. Demand remains very strong even as AI redraws markets. The dialogue is shifting to ROI and not just embedding AI in every function. New buying centers are opening up and widening the decision beyond the traditional services buyer and the delivery model is being rewritten. Clients are looking for partners who can not only leverage AI, but reimagine end-to-end workflows to deliver faster, better outcomes that they can measure. We are on the right side of that line, and our results show it.

Advanced Technology Solutions revenue growth accelerated to more than 30% in Q3, clearly demonstrating the remarkable demand, our flywheel is driving. We had another very strong quarter across bookings, backlog and pipeline. This strength across both core and advanced tech continues to underscore the healthy and growing demand of our deep domain and industry expertise.

We signed another 5 large deals in Q3 and we have a strong pipeline of transformational deals, setting us up for healthy future growth. Non-FTE revenue exceeded 55% of total revenue and our revenue growth continues to decouple from headcount. We are fundamentally changing the game by building a robust multiyear revenue base that is no longer tied to headcount with margin leverage as we drive meaningful scale. Clients are choosing impact over traditional and new competitors alike, trusting us with more of their workflows and more part of a transformation.

Woolworths Group, one of Australia's largest retailers chose Genpact as its partner to transform finance and people operations, across Australia and New Zealand, creating a scalable technology-enabled foundation for the future. Nestle Group recently selected Genpact to establish a new global capability center in India that will act as an innovation hub, improving digital adoption, operational visibility and consistency across Nestle's global network. And Volkswagen Financial Services, Portugal selected Genpact as a strategic partner to design, build and operationalize an agentic trade cycle management platform on Salesforce.

These are just a few examples on how clients are putting Agentic operations to work. The market is also recognizing the shift. HSBC Research named Genpact the winner of Best Services Eating Software category in the 2026 SFS services software awards, highlighting the strength of our agentic operations. The award recognizes our product and platform enabled offerings, bringing together AI agents and human expert judgment and accountability to drive measurable outcomes.

Last month, Everest Group also awarded Genpact, its growth honor of the year, recognizing Genpact for delivering the strongest organic constant currency revenue growth among global services providers about $5 billion in revenue. In closing, this quarter is one more proof point that we have the right strategic positioning with a differentiated capability set in our rapidly expanding market, and we are transforming with speed. Quarter after quarter, we have delivered on our commitments with results that have outpaced the industry. That consistent execution gives us confidence to move even faster. We are taking advantage of this moment and leading the way in agentic operations by doubling down on our most strategic priorities to accelerate the flywheel, rotating our base and expanding new buying centers into high-quality, durable revenue that compounds and it's harder to replicate, driving structurally richer margins and widening the gap between Genpact and the rest of the market. We are building a fundamentally new Genpact and the best is yet to come. With that, let me turn the call over to Sumita.

Sumita Pandit

Good afternoon, everyone, and thank you for joining us today. Thanks, BK for the warm welcome. I'm delighted to join you all for my first earnings call as the CFO of Genpact. We delivered a strong third quarter. Total revenue grew 7.3% year-over-year Margins expanded again with gross margin expanding to 38% and adjusted operating income margin increasing to 17.8%. Adjusted diluted earnings per share was $1.07, up 10.3% year-over-year.

Let's discuss the drivers of revenue. We delivered $1.385 billion in total revenue for the third quarter. This 7.3% year-over-year total revenue growth was delivered despite roughly 2 points of impact from our transition away from work not aligned with our agentic operations strategy. As clients seek a wide range of solutions with different levels of readiness, decades of client trust and our deep domain and industry experience continue to be key differentiators. Even as we rotate our existing book and drive new opportunities with advanced technology solutions, we continue to add clients to our core business services.

Core business services revenue, which includes digital operations, decision support services and technology services remained flat year-over-year at $980 million, including nearly 3 points of impact from the work we transitioned away. At the same time, Advanced Technology Solutions revenue, which includes data and AI, digital technologies, advisory and agentic, reached $405 million this quarter growing 30.3% year-over-year. The rate of growth increased from 24.1% in the second quarter and was driven by broad-based strength across our capabilities. A few highlights for Advanced Technology Solutions, which now accounts for 29% of total company revenue. Revenue growth and revenue per headcount for advanced technology solutions were both well over 2x the total company. Over 70% of revenues were derived from non-FTE commercial agreements and over 70% of revenue was advertised, underscoring the long-term duration of these agreements. Specifically, demand for our proprietary agentic solutions, which is part of advanced technology solutions and include our productized AI offerings built with Genpact IP continues to grow.

As BK mentioned, by the end of this year, we will deliver over $1 billion in agency bookings more than 5x what we booked in 2025. With our agentic solutions, we are unlocking new sources of demand, meaningfully opening different work and buying centers across new and existing clients. To date, more than half of our agentic cumulative awarded contract value is coming from new clients. And we continue to see both revenue and gross margin expansion as existing clients who already trust us with running their mission-critical operations are choosing to shift to agency operations with expanded scope, volume or both.

Our differentiation is showing up in our overall deal momentum across the company. This quarter, we signed 5 large deals, bringing us to 17 year-to-date, more than all of 2025 with a healthy pipeline of additional large deals. Year-to-date, our bookings, backlog and pipeline are at record levels. Contract duration across both advanced technology solutions and core business services is healthy and increasing with clients continuing to sign long-term commitments. And this quarter, non-FTE revenue surpassed 55% of total revenue.

We are deliberately building a meaningful recurring annual revenue base that is decoupled from FTEs. At a segment level, on a year-over-year basis, Consumer and Healthcare grew 10.7%. Financial Services grew 7.4% and high-tech and manufacturing grew 4.4%.

Let's now discuss our profitability metrics for the quarter. Gross margin expanded approximately 160 basis points year-over-year. Our Q3 gross margin of 38% was higher than expected due to revenue mix in the quarter. Our margin profile continues to reflect clear operating and pricing discipline. Importantly, with average headcount down again sequentially this quarter, we continue to see revenue growth decoupling from headcount.

Moving down the P&L. SG&A expense as a percentage of revenue was 22.6%, up roughly 2 points year-over-year as we continue to invest strategically in our future opportunities with agentic operations. Adjusted operating income was $247 million, up 7.7% year-over-year and adjusted operating income margin was 17.8% as we continue to self-fund our significant strategic investments. GAAP net income was $152 million and diluted EPS was $0.89. Adjusted diluted EPS, which increased 10.3% to $1.07 per share continues to grow faster than revenue.

Shifting to cash. We ended the quarter roughly $500 million in cash and cash equivalents. Our operating cash flow of $93 million this quarter was impacted by our recent ERP implementation which delayed invoicing and collections as we transferred our processes to a new system. Through October, we are already on track to return to our pre-ERP implementation collection space. Credit quality remains high, and we expect these impacts to normalize by early next year.

We returned $62 million to shareholders in Q3, bringing our year-to-date capital return to $246 million. We do not expect any meaningful change to our capital allocation strategy.

Now turning to the outlook. We are executing on our strategy. We are seeing strong demand, and we continue to focus our resources behind the agentic operations and driving long-term value and growth. As a result, our momentum is meaningful and positions us for continued strength. For the full year 2026, we expect at least 7% revenue growth on an as-reported basis given our strong backlog, pipeline and ability to execute. This includes nearly 2 points of impact from the work we are transitioning away.

For Advanced Technology Solutions, we expect revenue growth to be at least 25% for 2026. And we still expect old business services revenue to grow despite the impact from the transition away from work. As a reminder, as we work closely with clients to transition away from this work, timing will remain a factor for both 2026 and 2027. For 2027, we currently expect the dollar impact to be modestly larger than 2026. Given our year-to-date performance, we are increasing our full year outlook for gross margin to 36.9%, up roughly 90 basis points year-over-year. This margin expansion continues to provide leverage for significant investments to drive future growth. Adjusted operating income margin is expected to increase to 17.7%, and we now expect adjusted diluted EPS growth of at least 13% for the full year.

Now turning to the fourth quarter. We expect to deliver total revenue growth of approximately 7% on an as-reported basis, including over 3 points of impact from work transitioning away. We expect Advanced Technology Solutions revenue growth to be similar to Q3, and Core Business Services is expected to be down slightly, including the impact from the work transitioning away. We expect gross margin and adjusted operating income margin to expand again. And we expect Q4 adjusted diluted EPS to, again, grow double digits and faster than revenue.

Before we close, I'd like to make a few short comments on 2027, healthy and growing demand, consistent execution and clear focus set us up to deliver similar total revenue growth in 2027 even as we intentionally disrupt ourselves and transition away from work not aligned with our agentic operations strategy. We will continue to stay focused on expanding margins while investing significantly for long-term growth, and we expect to drive continued growth in adjusted diluted EPS.

With that, let me close where BK started: Genpact is the agency operations company and our vision, our focus and our results all stack up to this. We are helping clients grow faster, operate leaner and convert more to cash. Every step of our execution strengthens our position in the market. We are expanding our addressable market and our share of client spend, building high-quality, durable revenue that compounds through differentiated value and driving structurally richer margins. Together, these drive double-digit adjusted diluted EPS growth while creating lasting value for clients. I'm incredibly excited to join at this pivotal moment and help lead in defining the next era for Genpact.

With that said, let me turn the call back over to Kyle.

Kyle Vikstrom

Thank you, Samita. Operator, we're ready to go ahead and take questions.

Operator

[Operator Instructions]

And your first question comes from the line of Bryan Bergin with TD Cowen.

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Bryan Bergin

Appreciate the question here. I wanted to start on some of the segment dynamics. So appreciate all the moving parts you gave there, and it sounds like CBS actually accelerates if we give back the 3 points that shifted back to clients. When we think more broadly about the work that may be going between CBS to ATS. Is there any way to frame that magnitude? Obviously, modernization of import or clients as we just think about the numbers in these segments. Is there any way to just kind of say, okay, x the migration CBS would have been this instead of the low single digits that we see today.

Balkrishan Kalra

Yes. Brian, I'll take that. So incredibly exciting how our agentic operations strategy is stacking up and how we are showing up in a very differentiated way in front of [indiscernible] science and not just running now end-to-end mission-critical processes, but also transforming them at speed and leveraging our flywheel of data system, operating models all put together.

To the specific question that you asked, look, I would say 2 or 3 comments. Point number one, overall, we see this as a broad-based momentum across the board, across all the sectors that we work with. To the point that you're making on, "hey, how much point number two is moving from core to Advanced Tech?" I would say it is minimal at this stage. Though our bookings are stacking up, but over a period of time, it will convert into these -- amortized recurring revenues will convert into the GAAP revenues. But today, it is minimal and the growth, I would say, last point is more broad-based both across core, as you noted, as well as advanced tech.

Bryan Bergin

Okay. That's helpful. And then, Sumita, welcome here. Good to have you. I'd like to get your perspective, your view here in Genpact in the first several weeks being on board. Where you expect to spend most of your focus and energy here early on. And maybe I will get a financial question, just on free cash flow. Just comment on the performance there and understanding there was a bit of a pull forward last year on some conversion of cash flow. Do you see an improving path to that going forward?

Sumita Pandit

Thanks, Brian. And yes, I'm incredibly excited to be here. It's great to join for the first earnings call. I would say to your first question on where I expect to spend more time, I would say there is a lot happening in Genpact. One of the reasons why I joined this company is because I saw the incredible energy in the company and the people that I met with. And I would say that we are, hands down, working across our strategy, working towards making Genpact the agentic operations company. And I think that, that requires us to operate at multiple levels, both for our clients as well as making sure we have the capabilities to deliver the right outcomes for our clients.

So I'm going to be focused primarily, I would say making sure that our capital allocation, our investments are in the right place, making sure that we are choosing the right metrics to describe our company and making sure that we have the right ability to continue to serve our clients. On your question on cash, specifically, Brian. So I think in my prepared remarks, I mentioned that we had some, I would say, ERP implementation issues in the last few weeks and quarters. And what we feel good about is the fact that we are already back to our collection space that we were at pre-implementation -- pre the ERP implementation.

We think of this as typical implementation friction, which is what we experienced. North a credit quality challenge at all. And we think that the ERP implementation actually positions and pack really well for the future. as we continue to scale for growth. Our cash and cash equivalent balance at the end of the quarter was about $500 million, which we believe is a really healthy level.

Operator

Your next question comes from the line of Maggie Nolan with William Blair.

Margaret Nolan

Of the large deals so far this year, are you able to quantify how many were agentic led versus maybe new or just kind of typical renewals of existing work?

Balkrishan Kalra

So maybe I'll take that, Maggie. Whenever we call any of these large deals, point number one, they are all net new. They could be with our existing customers, but that they are renewals, as you know, be from booking or if we do large deal of a renewal that is not counted, but these are all net new large deals. And I would say all of the large deals have a significant portion coming in from an agentic operations standpoint. And it is all depending upon what all of the products that we have already developed or what is on the road map. And there are typical large deals, there are also portions where it is more custom agents that we will develop that is not counted in agentic booking. But most of the large deals have agentic component which are proprietary IP solutions, be it in finance or supply chain or in banking or for KYC and number of them are represented certainly this quarter or the previous quarter in the total 17 large deals that we have had.

Margaret Nolan

Okay. And then when you're finding the agentic deal, can you compare for us what the ramp-up of that looks like versus your historical typical deal just in terms of when you hit sort of peak or steady-state profitability and revenue.

Balkrishan Kalra

Yes. I think early days is what I would call it, Maggie. We are super excited that we are ramping up fast on all of these bookings, which we now, as I mentioned in my prepared remarks that will be $1 billion by a margin by the time we end of the year. And all of these are amortized vectoring revenue. So that, again, positions us for a durable, much richer revenues as we go along.

Now implementation to the specific question you're asking, we are in the early phases of -- many of these are implemented, but we are in early phases of building with existing as well as new clients the entire implementation road map. And we are learning through including handholding clients in their technology road maps with their CTOs, how it fits into their technology architecture, and we are implementing it. But we are in early stages of that, and I think we will talk more as we go along.

Operator

Your next question comes from the line of Surinder Thind with Jefferies.

Surinder Thind

So BK, when I think about the core business services versus ATS and as we move forward or further into an agentic future, agentic operations. What happened to the core business? Is there a point where it kind of moves -- it's stable the way it is now, but then there is kind of a ramp or accelerate the revenue decelerate or growth becomes negative in some period? Like how do we think about that business where ultimately everything needs to be kind of shifted over to the ATS side?

Balkrishan Kalra

Yes. How I would say that, Surinder, is that -- and like I have always mentioned in the past, that customers don't come to us to buy either Core or ATS. It is the revenue desegregation that we share with our investor community. They come in to run and transform their operations. They come in to see how AI can deliver more ROI to them for the investments that they have already made. They come to us as to -- because of our new operating model that we have set up from an agentic operation standpoint, and how we bind all of their legacy tech legacy processes into a new age at a much faster pace.

That's what they come in for us. So therefore, if you think of that context, Core continues to be in many of these large deals that I was talking about continues to be an integral part because take an example, if we have signed a particular large deal today, and we start operating on it tomorrow. Certainly, the work that they were doing that we are doing right now certainly hasn't become Advanced Tech. And for a period of time, it will take Core, and then we will transition that into Advanced Tech. But fundamentally, we are opening very large TAM for us to [indiscernible]. And that's what we are super excited with this strategy, and it is showing up in our numbers. The operating model is showing up in the financial model in a significant way as you see it. Richer margins, 14 consecutive quarters of gross margin expansion. So it is just demonstrating significantly.

Sumita Pandit

And the only thing I would add, Surinder, is, as we mentioned in our prepared remarks, we expect Core Business Services to grow year-over-year for the full year. And we think that, that business continues to have extremely bright prospects.

Surinder Thind

Got it. So I guess the clarification there would be the idea is that with Core Business Services, it's a long tail. And in the meantime, you're building ATS on top of it. And so what I guess the sense that I'm getting at is that that should theoretically imply an overall accelerating growth rate for the firm over -- if we look over like multiple periods of years. I'm not talking about specifically guidance, but like as we think about the business model because if that long tail sits there and you continue to see strong demand on the ATS side? Yes.

Balkrishan Kalra

I would say, look, I think 2026 or even previous years have clearly shown on how we are building a strong momentum. And the similar sense, we expect to show up in 2027, even as we transition away from some of the on-site parts. We see that in our pipeline. We see that in our bookings. We see that in our backlog and client conversations. And this strength has afforded us the ability to double down on agentic operations. And I think as we cycle through '26, '27, we are set to deliver even higher growth with tremendous opportunity in agentic operations. And we really are setting the company for a long-term growth at even higher pace and a better gross margin.

Surinder Thind

Got it. And then as a follow-up, Sumita. Can you maybe talk about the gross margins. It sounds like it's predominantly a revenue mix benefit that you're getting at this point. Is that the right way to characterize what you're seeing currently? And then should we just continue that trend net of any investments that you cease to make? Or are there maybe some other efficiencies that you can think about as AI capabilities continue to advance from an internal delivery perspective.

Sumita Pandit

Yes. I think what I would point to is the fact that we have consistently improved our margin. I think BK mentioned it. I said it in my prepared remarks. I think we have 14 consecutive quarters now of gross margin expansion. And that's this specific quarter, I would say the 38% gross margin, definitely, I think our revenue mix has, but I think there is a more deep structural change in our business. That's really allowing us to deliver this kind of consecutive quarter, I would say, outcome for us. And that's coming from multiple areas. It's a portfolio business as the agentic corporations company, I think we are seeing this in our operational discipline. We are seeing in the contract terms we are signing. We are seeing it in our pricing. And so I think that you're seeing something deeper than just a typical revenue mix fall this quarter. Of course, that helped us a lot in this quarter, and we are really happy that we were able to deliver 160 basis points year-over-year improvement.

On your second part of the question on how to think about investment, I would say at this point, we have such a large opportunity to execute on what I would call as an organic TAM for us, that we think it is appropriate for us to invest, invest behind our business, our capabilities, our people. And that's where we are focusing right now. We are preparing Genpact to be, I would say, ready for that long-term growth pattern that we think we are on the path to achieve. Whether we will have a different bottom line margin outcome, I think we would like to keep that flexibility with ourselves as we decide where we want to invest given that our gross margin performance has been extremely strong.

Operator

Your next question comes from the line of David Koning with Baird.

David Koning

Yes. A nice job. When you were answering Brian's question just about kind of movement from CBS to ATS, it sounds like not a lot really is moving, but yes, CBS is pretty flat. Is that just because clients on incremental like spending, they're saying, "Hey, we don't want to add to those types of deals anymore. We want all incremental to be -- to go to ATS." Is that really underlying what's happening?

Sumita Pandit

I think maybe I'll start this one, BK and you jump in. I mean I think what we are seeing, and I think what BK mentioned is that since clients come to us, it's not as much, "hey, we want Core; hey, we want Advanced Technology Solutions." That's really all of disaggregating how we think about the outcomes here. I think when clients come to us, it's really looking for solutions. And our job is to meet our clients where they are in their environment, in their ability to, I would say, embrace technology that we can deliver to them.

And so for us, I would say we are seeing tremendous growth in Advanced Technology Solutions, 30% year-over-year. But Core remains reasonably steady. And going forward, I think that you would continue to see a similar trend, and both businesses are doing well for us. And we are not emptying our CBS funnel to replace our Advanced Technology funnel, if that makes sense. Both funnels had their own pass, clients find us, and we deliver the outcomes that we want to do them.

Balkrishan Kalra

And the single -- and then I'll hand it to Sumita, very well put, is how you should think about this given is the top line growth and the gross margin growth. Finally, it translates there. And there, we are continuing to perform in a more industry-leading organic growth that we've been consistently demonstrating with the margin expansion that is structure that Sumita talked about. And that's what we are truly excited about.

David Koning

And just as a follow-up. When we look at the bookings, Agentic bookings in over $1 billion of value, do those come on any differently than the bookings like the historical bookings have been $5 billion to $5.7 billion in the last few years. Do the agentic booking come on in a different way, either because there's shorter duration? Or anything different to think about is to hit revenue in the next year or two?

Balkrishan Kalra

They are equally long duration or some commitments are even longer and surprise us as well. But know that from a duration standpoint, they are equal or longer, David. And obviously, there are -- all of those agentic bookings are none of that is tied to any headcount or time and material or they are all annuitized [indiscernible] revenues. And that's the core thesis of becoming as an agentic operations company because we are bringing this new operating model for all of our clients, existing and new.

Sumita Pandit

Sorry, maybe just a quick addition to BK's response would be that -- and I think BK mentioned it in his last answer, but I'll repeat, which is there is typically a slightly, I would say, longer implementation time foundational work that our clients are doing as we convert that booking into GAAP revenue, and so the bookings that you're seeing currently will translate into future revenue in the coming quarters. And it's a really good leading indicator of where we are in our business.

Operator

Your next question comes from the line of Sean Kennedy with Mizuho.

Sean Kennedy

So I had a similar question on Maggie's I was wondering if you could discuss a bit more about any early customer learnings as your agentic services ramp?

Balkrishan Kalra

There are a lot of learnings, Sean. And again, we are invited into more and more conversions, conversions that we were typically not invited earlier. And critically, I think I would say if I were to pass the learnings, it is about were nearly almost becoming a forcing function to bring business and technology together at client end. And that's also even a little bit of a surprise because for them, for our clients as well as global clients because a lot of times, functional people have their budgets IT company -- IP functional owners have their budgets, CTOs or CDOs have their budgets, and we have the forcing function to kind of bring it all together.

And there are many, many examples as we have brought agents in KYC space or in supply chain space, obviously finance or procurement space. But there are this recognition that not only technology, but it is total operating model transformation, thinking from people, process, technology, all of that, bringing in together, including data is kind of a big Aha! moment for our clients.

Sean Kennedy

Got it. I appreciate the color. As a follow-up, how is Genpact agentive road map shaping up? And what are you hearing from customers in terms of demand for other solutions down the road?

Balkrishan Kalra

Demand that we cannot keep up with, and that's where the investments come in. We have a pretty strong road map of solutions that we are bringing at pace. And this is really also acting as a compounding factor for us because wherever we have implemented and we have done many, many, many implementations already. Therefore, those -- through those implementations, we are getting newer workloads getting opened up even some of the custom agents that we now need to build for our clients, that is enabling our platform to come to be and how that connects with GCP or AWS or other platforms. So I think there are a lot of learnings and a lot of excitement that I can also pause on behalf of many Genpacters to all of it.

Operator

Your next question comes from the line of James Friedman with Susquehanna.

James Friedman

Looks like things are really coming together for you guys, BK and Sumita, it's James Friedman with Susquehanna. I had two questions on the ATS, from both sides, delivery and sales. I'll just ask them upfront. So in terms of delivery, is there any shift on-premise on-site offshore in an ATS engagement, that's the first thing, delivery side. And then in the sales motion, is ATS typically more consultative? Does it require more forward or sales engineering? And how should we be thinking about the sales motion. So one on delivery, one on sales.

Balkrishan Kalra

Yes. Maybe I'll take the sales first and I'll go to delivery. So in the sales or how I have put at, James, is the effect of the entire flywheel. So when we are talking to a client on an agentic operations model, what would that operating model look like? How do you think about data actually, we posted on the investor deck today, I hope. And you see that we have also shared the -- nearly the operating model and the capabilities that we are enabling for our clients ranging from process to data, to how agents and human experts work together at our end, at our clients.

And how partner ecosystem comes to life. So it is truly the flywheel effect from a sales standpoint that our teams are really taking that execution to our clients. And on the delivery side, apart from yes, far more advisory-led client and it's also what you hear is [ FSB ], and we call it by a different name. So a lot of that activation is happening, we call it agentic activation themes.

So that's a newer muscle given that we are enabling for our clients and also enabling our clients to kind of their talent to become more AI builder, AI practitioner. So a lot of change and even at our client side.

Operator

Our final question comes from the line of Brad Clark with BMO Capital Markets.

Bradley Clark

I just want to ask about the agentic contract value greater than 15% from new clients. Can you elaborate what is driving new clients into Genpact to [indiscernible]. What has been resonating in the market that open to doing business with Genpact that they hadn't done before.

Balkrishan Kalra

Yes, what is resonating more is the new model. New model is resonating more. I'll give you a quick fine example of our athleisure category company. They are one of the most iconic brands globally. And this is a newly awarded contract. And they were very clear that they want AI-native AI-ready processes to deploy agentic solutions. And we were the -- they did a proper RFP. And again, we were chosen hands down against best and the brightest because we brought in this new operating model, and we brought in also a partner ecosystem in play and how it can enable them and all of our conversations starts from clients.

And we always focus on 3 client outcomes: How do they grow faster; how do they operate leaner; and how we convert more to cash for them. And I think we link all of our agentic operations to that. So I think that is what is intriguing to them. And this is exactly true for all of our existing clients, too, who are rotating at pace and how you see it in the bookings.

Operator

We have reached the end of the Q&A session. I will now turn the call back to the management for the closing remarks.

Balkrishan Kalra

Thank you, Mark, and thank you all for joining us today, and my heartful thanks to all the employees all around the world and your discipline, your innovation is counting a lot and how we are building the future, building the future of agentic operation, our new category and to our clients, I do want to thank you for all the trust that you are putting into Genpact and leading you through the agentic transformation and yes to our shareholders, thanks for your continued confidence. This is our moment, and the best is still ahead of us. Thank you.

Operator

This concludes today's call. Thank you for attending. You may now disconnect.