Firstsource Solutions launches First Customer Intelligence

Mumbai-based Firstsource Solutions Limited, a global provider of customised business process outsourced (BPO), today announced the launch of First Customer Intelligence (FCI), the company's new product aimed at helping companies gain actionable customer insights.

''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, sales and client services at Firstsource.

FCI allows organisations to maintain a clear view of customer experiences, the service quality delivered and handling of customer concerns. Firstsource said that by leveraging FCI, organisations will be able to improve customer experience, reduce costs and increase revenues across products, processes, customer channels, web strategy and agent performance.

FCI can also be deployed for product launches, test campaigns, market hypothesis, as well as customer profiling through analysis of trigger-based measurement processes.

Firstsource, which offers BPO services to the banking and financial services, telecom and media and healthcare sectors, claims that FCI has in-built algorithms and can be integrated with the organisation's customer relationship management (CRM) systems.

Firstsource said that FCI is targeted at heads of operations, customer services, contact centre and customer experience and will provide this service to customers in Australia, the UK, the US, India, Sri Lanka and APAC region.

Firstsource, which has operations in India, Ireland, Philippines, Sri Lanka, the UK and the US, has clients that include Fortune 500, FTSE 100 & Nifty 50 companies.