RP Sanjiv Goenka Group

How #FirstsourceTech is shaping digital transformation for enterprises

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Technology is at the core of our solutions – our company drives digital transformation for over 150 global businesses, including several Fortune 500 and FTSE companies.

With the fast-paced changes in the global business environment, finding better, newer ways to deploy technology has been our mandate at Firstsource. It gives me immense pride to share that once we set that ball rolling, we covered a lot of ground!

Our technology team has now evolved to a full-service product and digital engineering outfit with ~800 FTEs managing 25+ Firstsource platforms & other services that are simplifying and accelerating the digital transformation journeys of our clients.

Leveraging complex engineering solutions/themes and a Cloud-first approach, we are delivering significant business impact for our clients:

  • Agile digital engineering teams scale up: Currently, 150+ full stack engineers work on complex client engagements, leveraging distributed agile methodologies and Cloud tech to modernize & automate enterprise capabilities fast, efficiently, and with the end-user top of mind.
  • Mortgage Digital Loan Experience (DLX Cloud): We’ve integrated all our US mortgage technology assets on our DLX Cloud to transform origination, secondary market related investments, and servicing. 100K+ loans are serviced a month, across all portfolios/mortgage lifecycle, while increasing efficiencies with AI-first complex workflow process automation.
  • Product systems integration: We are delivering differentiated solutions across business domains in partnership with industry-leading software providers and using our deep domain/process expertise with integration capabilities to ensure quick onboarding, scalability and user-centric outcomes.
  • Next-gen Digital Intake AI platforms: We process 40 M+ claims and associated documents across leading payers in the US with a full-service capability from the mailroom to downstream systems integration – achieving best-in-class operational metrics at 99.98% accuracy with an AI-first approach.
  • Scaling up research partnerships: We’re partnering with leading research institutions to build AI implementation services supplementing research outcomes leveraging open-source technologies.
  • Execution maturity: Adopting a people-focused, results-focused, agile approach to execution, standardizing reporting management, and deploying Azure DevOps tooling effectively to enable collaboration.
  • Rapid App development with Low Code No Code (LCNC): We’ve developed 20+ Apps spanning simple to complex back-office automation leveraging the power platform suite. 80% of these Apps went live within three weeks with an integrated quick-start delivery methodology.
  • Reinventing Digital Collections across industries: Processing $1 Bn+ worth of monthly transactions for 30+ clients/portfolios on our industry-leading multi-tenanted omnichannel CX platform with best-in-class AI, API-driven, Cloud infra and security capabilities.
  • Best-in-class banking back-office CRM: Scaling up our banking back-office CRM capabilities with a custom .NET based platform with API/banking SOR integrations and AI-enabled omnichannel support, with a 3000+ user base and growing.
  • Digitally Empowered Customer Experience: Supporting 50+ clients with virtual agents/chatbots, Visual IVR, associate assist/CX quality tools, and a digital-first approach. All of these leverage best-in-class voice and speech analytics, cutting edge AI technologies with robust QA processes to deliver predictable outcomes and actively shape customer experiences across many touchpoints.
  • Shaping the digital future: Our lab teams continue to develop use cases to keep our company and its clients ready for what’s next in the new age digital era: Metaverse, NFTs, AI-enhanced Connected CX, AI-integrated Knowledge Management, and the Future of Work.

While technology has been a huge enabler in our work, the other empowering element has been Firstsource’s unique culture that allows you to be entrepreneurial and shape innovative technologies to create the future.

Follow our hashtag #FirstsourceTech to stay updated on all that’s happening in the tech space at Firstsource.


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