Firstsource launches First Customer Intelligence

By Our Staff Writer

Firstsource Solutions Limited, a global provider of customized business process outsourced (BPO) services to the Banking & Financial Services, Telecom & Media and Healthcare sectors, today announced the launch of First Customer Intelligence (FCI), the company’s new product aimed at helping organizations gain actionable customer insights. Powered by the Firstsource Customer Insight Framework, FCI measures customer sentiment, emotions and behaviour across multiple communication channels at an early stage in the customer interaction. First Customer Intelligence can also be deployed for product launches, test campaigns, market hypothesis, as well as customer profiling through analysis of trigger-based measurement processes. FCI has in-built algorithms and can be integrated with the organization’s customer relationship management (CRM) systems. The product allows organizations to maintain a clear view of customer experiences, the service quality delivered and handling of customer concerns. By leveraging FCI, organizations will be able to improve customer experience, reduce costs and increase revenues across products, processes, customer channels, web strategy and agent performance. “First Customer Intelligence delivers significant return on investment by providing business benefits such as profitability maximization, revenue enhancement and improved customer experience through actionable customer insights,” said Iain Regan, Executive Vice President of Sales and Client Services at Firstsource. Targeted at Heads of Operations, Customer Services, Contact Center and Customer Experience; Firstsource will provide this service to customers in Australia, UK, US, India, Sri Lanka and APAC region.
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