Firstsource’s “First Customer Intelligence” soln highlighted by Frost & Sullivan

NEW YORK, USA: Firstsource Solutions Ltd., a leading global Business Process Management (BPM) company, has been highlighted for the development and deployment of its First Customer Intelligence (FCI) product in a report by Frost & Sullivan titled Technology-Enabled BPO: Meeting the Omni-channel Consumer Head On.

The report focuses on the examples of BPM service providers investing in new operational solutions and processes to meet the communication needs of the omni-channel consumer and how the technology investments are translating into enhanced value for clients and end consumers.

Frost & Sullivan principal analyst, Michael DeSalles, says, "FCI helps Firstsource strengthen its core proposition and add value to its clientele by providing actionable customer insights." He further recommends FCI as an easy-to-deploy solution that produces valuable insights into customer emotions, behaviours and buying patterns. The report also highlights how FCI can provide actionable insights across products, processes, channels and Web strategies that organizations have come to expect in today's multi-channel world.

"FCI is one of the most popular technology based propositions we've developed and deployed this year," said Iain Regan, Executive Vice President of Sales and Client Services at Firstsource. "It captures customer interactions across multiple channels to provide valuable insights into customer behaviour and helps not just the contact centre, but other departments such as sales and marketing by providing critical data about consumer behaviour. FCI is a step towards the future where technology will be implemented to improve the customer experience."