RP Sanjiv Goenka Group

Communications, Media and Technology

Close the customer experience gap

Offer a magical brand experience

Powering data-driven, customer-centric solutions

Whether you are a Communications, Media and Technology company or a fast growing Born Digital, you need to deliver memorable experiences to delight customers and thrive in a crowded marketplace.

Rely on our agile Customer Experience Management and Digitally Enabled Contact Center solutions – backed by intelligent workflows, Artificial Intelligence (AI) and analytics. Re-engineer processes, evolve new business models, and deliver magical customer experiences.

Industry solutions

Communication
Communication

Reimagine the customer experience across the customer lifecycle to drive growth. Our AI-driven customer intelligence and analytics solutions help you better understand customer emotions, sentiments and behavior

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Media
Media

Transform customer experience with advanced analytics and omnichannel engagement. Increase the number of subscribers, optimize customer experience, and build brand loyalty with our digital-first solutions.

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Technology
Technology

Technology and born digital companies think and lead differently. Our design thinking methodologies and flexible digital platforms combined with the human touch help you reimagine operations and customer management.

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1 Million+

Additional products sold each year

10% +

Additional revenue via upsell & x-sell

300,000+

Digital interactions every month

1.5 Million+

Customer interactions every month

< 10%

Customer Churn - Industry leading performance

Adrian Heeshom, Director of Operations talks about how Firstsource’s text and speech analytics helped to hone in on customer expectations for their streaming platform.
now-TV-logo

Premium global magazine targets $1M incremental revenue through omnichannel, persona-based support

case_study

Unlock the power of digital:
Explore our offerings

Customer Acquisition & Servicing

Power smart customer and associate experiences with Intelligent Automation. On the one hand, deliver personalized omnichannel experiences, backed by customer journey mapping and speech and text analytics. On the other, boost associate productivity with Unified Omnichannel Desktop and Next Best Actions.

Merchant Onboarding​

Accelerate the growth of your merchant and vendor ecosystem with our end-to-end provisioning, onboarding and management solutions.

Social Media, Forum & Community Management

Make online customer communities the cornerstone of your engagement. As your content moderation partner, we’ll help you improve content relevance and engagement.

Tech Support

Differentiate your business and boost product adoption with best-in-class omnichannel customer engagement driven by premium tech-support.

Billing & Payment Processing

Take the stress out of your system even during peak periods. Our Intelligent Automation, AI and analytics-led solutions help improve service quality and profitability.

Debt Collection & Receivables Management

Drive 2X improvement in collections while protecting your brand. Take a customer-centered approach to collections – across Healthcare, Banking & Financial Services, Communications, Media and Technology. Blend digital solutions with professional counseling.

Complaints Management

Statistics show that 79% of consumers are unlikely to engage with a brand again, if their complaint is mishandled. Rapidly resolve complaints on a channel of their choice using tech-driven insights

1 Million+

Additional products sold each year

10% +

Additional revenue via upsell & x-sell

300,000+

Digital interactions every month

1.5 Million+

Customer interactions every month

< 10%

Customer Churn - Industry leading performance

Unlock the power of digital: Explore our offerings

Customer Acquisition & Servicing

Power smart customer and associate experiences with Intelligent Automation. On the one hand, deliver personalized omnichannel experiences, backed by customer journey mapping and speech and text analytics. On the other, boost associate productivity with Unified Omnichannel Desktop and Next Best Actions.

Merchant Onboarding

Accelerate the growth of your merchant and vendor ecosystem with our end-to-end provisioning, onboarding and management solutions.

Social Media, Forum & Community Management

Make online customer communities the cornerstone of your engagement. As your content moderation partner, we’ll help you improve content relevance and engagement.

Tech Support

Differentiate your business and boost product adoption with best-in-class omnichannel customer engagement driven by premium tech-support.

Billing & Payment Processing

Take the stress out of your system even during peak periods. Our Intelligent Automation, AI and analytics-led solutions help improve service quality and profitability.

Debt Collection & Receivables Management

Drive 2X improvement in collections while protecting your brand. Take a customer-centered approach to collections – across Healthcare, Banking & Financial Services, Communications, Media and Technology. Blend digital solutions with professional counseling.

Complaints Management

Statistics show that 79% of consumers are unlikely to engage with a brand again, if their complaint is mishandled. Rapidly resolve complaints on a channel of their choice using tech-driven insights

“Firstsource has been integral to our success. Their experience of running online contact centres and their willingness to adopt a new and very different way of working for giffgaff meant that we had brilliant service wrap from day one. And their commitment to keep on innovating means we are well placed to continue to improve our member service experience going forward.”

Mike Fairman

Chief Executive Officer

giffgaff-logo

Explore insights

Why merchant experience matters to BNPL growth

Broadband provider shows complex voice support can be handled offshore

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    Eddie Monteiro

    Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
    Geetha Krishnan

    Geetha Krishnan

    Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
    Susan Aldridge

    Susan Aldridge

    Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

    Alan Greenberg

    Alan Greenberg

    Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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