February 21, 2013
Firstsource Launches New Product Aimed at Helping Organizations Gain Actionable Customer Insights
By Anil Sharma
Firstsource Solutions Limited, a global provider of customized business process outsourced (BPO) services to the banking & financial services, telecom & media and healthcare sectors, has launched First Customer Intelligence (FCI).
The new product will help service organizations get actionable insights from customer interactions.
Thanks to FCI, organizations can improve customer experience, reduce costs and increase revenue across products, processes, customer channels, Web strategy and agent performance.
“The launch of First Customer Intelligence is a major step forward to strengthen and deepen our client alignment and add value to our clients’ businesses,” said Iain Regan, executive vice president of sales and client services at Firstsource, in a statement.
Regan said that 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.
Officials with Firstsource Solutions said that FCI measures customer sentiment, emotions and behavior across multiple communication channels at an early stage in the customer interaction.
According to company officials, First Customer Intelligence can also be deployed for product launches, test campaigns, market hypothesis, as well as customer profiling through the analysis of trigger-based measurement processes. FCI has in-built algorithms and can be integrated with the organization’s customer relationship management (CRM) systems.
Earlier in December, Monument Systems LLC and Firstsource Transaction Services (News - Alert) (Firstsource) partnered to offer Monument Systems’ clients in the health plan market a solution to operational challenges such as insufficient resources to handle growth and lack of available expertise that can impact efficiencies and the ability to achieve compliance.
As part of the alliance, Firstsource will deliver business process outsourcing services (BPO) to enable health plans of any size to outsource their human capital needs when ramping up operations in a growth phase.
Edited by Brooke Neuman