Firstsource Solutions Limited (NSE:FSL, BSE:532809), a global provider of customised business process outsourced (BPO) services to the Banking & Financial Services, Telecoms & Media and Healthcare sectors, today announced the launch of First Customer Intelligence (FCI), the company's new product aimed at helping organisations gain actionable customer insights.
FCI allows organisations to maintain a clear view of customer experiences, the service quality delivered and handling of customer concerns. 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.
"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. "First Customer Intelligence delivers significant return on investment by providing business benefits such as profitability maximisation, revenue enhancement and improved customer experience through 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 organisation's customer relationship management (CRM) systems.
Targeted at Heads of Operations, Customer Services, Contact Centre and Customer Experience; Firstsource will provide this service to customers in Australia, UK, US, India, Sri Lanka and APAC region.