Firstsource’s ‘First Customer Intelligence’ soln wins Frost & Sullivan's award

NEW YORK, USA: Firstsource Solutions Ltd., a leading Business Process Management (BPM) company, has announced that it is the recipient of Frost & Sullivan's 2013 North American New Product Innovation Award in Contact Center Outsourcing.

The award recognizes Firstsource's First Customer Intelligence solution that measures customer sentiment, emotions and behavior across an omni-channel environment. Frost & Sullivan presented Firstsource with this award at the "2014 Excellence in Best Practice Awards Gala" in New Orleans, Louisiana.

According to Iain Regan, executive vice president of sales and marketing at Firstsource: "We are thrilled that our ongoing efforts in technology advancements and innovation within the customer care space are recognized by the industry and Frost & Sullivan.Since the launch of FCI, it has been one of our most popular solutions because it reaches across multiple communications channels and provides our clients with actionable insights to improve the customer experience."

Five criteria were used to benchmark Firstsource's performance against key competitors for the New Product Innovation Award: (1) innovative element of the product, (2) leverage of leading-edge technologies in product, (3) value-added features/benefits, (4) increased customer ROI and (5) customer acquisition/penetration potential.

FCI uses customer intelligence to derive insight into patterns of customer behavior and provide a roadmap for specific company responses beyond the contact center. Organizations can improve efficiencies of each customer communication channel (voice, email, text, social media), analyze customer experiences with products, formulate more effective Web strategies, measure customer effort across processes (billing, order placement, customer service, tech support and help desk), and determine the root cause of customer dissatisfaction. These insights can reduce cost to serve and trim customer effort while increasing organizations' revenues.

"Frost & Sullivan feels that FCI truly is a unique BPO offering, adding another new dimension of innovation, quality and customer value enhancement to Firstsource's hefty portfolio of services," said Michael DeSalles, principal analyst at Frost & Sullivan. "Frost & Sullivan firmly believes that Firstsource has woven a culture of continuous innovation throughout the entire fabric of its global organization."

Each year, Frost & Sullivan presents this award to the company that has demonstrated leading-edge technologies that significantly impact both the functionality and the customer value of new products and applications.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.