How is Firstsource transforming end-user experience?

MUMBAI, INDIA: Firstsource Solutions, a RP Sanjiv Goenka Group company, has deployed real time analytics solutions to enhance end-user experience.

The global provider of customized business process management (BPM) solutions has deployed NICE Interaction Analytics, a real time analytics from NICE Systems for the purpose.

The solution will enable Firstsource to procure business insights by automatically analyzing, identifying, quantifying and monitoring customer interactions based on multiple dimensions. Additionally, it will help uncover root causes and detect hidden correlations to better understand and predict customer behaviour, leading to actionable business decisions.

Firstsource is using the solution across various sites to meet the following business needs:
• Efficient quality monitoring: Quality processes can leverage the insights from automated Interaction Analytics, making it easier to track and audit all calls and take action.
• Data collection and tagging: Following an interaction, the data can be used for post-call analysis and further service improvements.
• Delivering actionable insights: The implementation lays the foundation for real-time analytics to deliver actionable insight to the agents during the call.
• Customer experience transformation: By pinpointing the drivers of customer interactions and the underlying causes of dissatisfaction, Firstsource can boost agent performance, rectify shortcomings, and amplify strengths in processes and service delivery to transform the customer experience.

Rajesh Subramaniam, Managing Director and Chief Executive Officer, Firstsource, said, “The dynamic nature of the marketplace is helping us constantly look at innovative ways to enrich customer experiences for our clients and this in turn is helping positively impact their business metrics. We will continue to strengthen our service capabilities to enable rapid businesses transformation and achieve customer centricity across sectors and geographies.”

Raghav Sahgal, President, NICE, APAC, said, “By implementing this solution, Firstsource Solutions will help its clients better understand their customers, while ensuring employees are engaged and ready for every interaction, leading to the perfect customer experience. We believe they will also benefit from increased customer satisfaction, higher revenues, and reduced call volume.”