Paychex outsourcing to India?

Been with Paychex for 12 years with minimal complaints. Last 2 months have suddenly been a disaster. My "dedicated specialist" doesn't return calls or emails and every communication is answered by a different rep.

90% of the names are Indian and often with poor English that comes across in the email. Miscommunications and mistakes are made more than not and I'm now spending time every day going back and forth with them for issues that they've created.

For anyone that works there, are they outsourcing to India? WTH is going on at the company?