Leading the Next Wave of CX Transformation
CX operations face a collision: rising customer expectations, tighter budgets, and outdated tech stacks that can't keep up.
NelsonHall's 2025 NEAT evaluation identified Firstsource as an Overall Leader because we've solved this problem at scale, combining AI automation with human expertise to deliver significant cost reductions without sacrificing quality, faster resolution times across voice and digital channels, and measurable revenue impact through intelligent upsell and retention.
What You’ll Find in the Report:
- NEAT chart and vendor performance analysis
- Strategic overview of the UnBPOTM model and AI-first delivery approach
- Key strengths, challenges, and future outlook
- Financial highlights and customer portfolio insights
- Comprehensive breakdown of CX offerings and global delivery footprint
Core Drivers Behind Firstsource’s CX Leadership
- Strong Growth Momentum: With 20% YoY growth in CX services revenue and expanding global presence, Firstsource demonstrates robust financial performance and market traction.
- AI-First UnBPOTM Model: Our UnBPOTM model deploys agentic AI at the sub-task level—meaning automation where it matters most, with humans handling what requires judgment.
- Performance-Driven CX Delivery: Outcome-based contracts tie our success to yours: improved sales conversion, higher retention rates, better customer satisfaction scores.
- Proprietary AI and Analytics Stack: Firstsource’s relAI suite of platform, software, and services includes predictive modeling, real-time sentiment analysis, and agent augmentation, tools that improve both efficiency and personalization.
- Global Innovation Labs: New AI hubs in Melbourne and planned expansion into Africa for GenAI and data services keep our capabilities ahead of market demands.
The CX services market is rapidly shifting to technology-first, domain-specific capabilities. Firstsource is actively addressing this shift by acquiring vertical and horizontal assets, creating and adopting GenAI-powered technology, and prioritizing revenue generation competencies. It is also driving adoption of outcome-based pricing to fund continuous innovation, a prerequisite in today’s market.