Firstsource’s innovative and unique methodologies, adaptive technologies and processes deliver superior results to clients.We have developed proprietary software and toolkits to improve the predictability and quality of operations. These include:
Discovery Suite
i-lens®
i-Leverage®
Discovery - Software Suite
Discovery enables seamless operations through workflow management and reporting. Discovery encapsulates workflow business rules for various industries.
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Discovery supports:
- Process application design and development
- End-to-end transaction management
- Multiple integration services
- Data aggregation and transformation
- Content management functionality
- Business rules functionality
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i-lens® - Third Party Verification Program
Firstsource offers a unique cost effective Third Party Verification (TPV) solution through its i-lens® program. TPV enables independent or “third party” telephone confirmation of a telesale.
i-lens® provides sales verification, building of MIS, error tracking / reconciliation of sales and quality monitoring. Firstsource’s TPV solution offered through i-lens® contributes measurable value by substantially lowering cost per transaction and delivering rapid ROI.
i-lens® advantages include:
- No handoff of calls
- Verification process which ensures that a customer fully understands and agrees to sales transactions
- Consistent presentation
- Verification recording
- Fulfills legal requirements - independent verification of the sales process
- Results and reporting
- Adaptability in handling non-affirmative responses
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i-Leverage® - CRM system
i-Leverage® captures critical customer information, an important element of market intelligence. The i-Leverage® CRM system is an integrated web based solution that records and retains customer interactions in a central database and presents customer specific information as and when needed.
The i-Leverage® system tracks end-to-end customer interactions and also supports a third party model.
i-Leverage® features include:
- Universal inbox : Multiple inbound channels supported including web chat, e-mail and voice
- Escalated interactions : i-Leverage® informs customers of the true status of interactions either through email or voice call
- Sending pro-active emails : Sending emails to registered or unregistered users without reference to open interactions
- Universal outbox : Multiple outbound channels supported including e-mail & voice
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