RP Sanjiv Goenka Group

Communications​

Life, uninterrupted

A truly connected telco CX, from service to advising, upselling to problem solving.

In a world built on connection, it’s the invisible details that make the difference.

Competition for communications customers is fierce. At Firstsource, we help you keep your customers by putting connections first: combining services, in-store and digital interactions and FAQs into a frictionless journey that keeps customers engaged from support to service, advising and upselling:

  • Anticipating your customers needs and wants before they ask
  • Creating interconnected journeys across platforms and channels
  • Powering personalized engagement
  • Solving problems with empathy

It’s CX made personal, efficient and available right where your customers need you.

“As experts in our member experience, with the analytics capability to help us monitor, moderate and improve their journeys, Firstsource were the perfect choice for giffgaff to partner with.

By working with Firstsource to develop our contact response system, we have been recognised as best in class at the uSwitch Awards. We’re looking forward to continuing to work with Firstsource in the future to deliver the best member experience possible.”

Adele Shaw

Head of Member Services

Offerings that are so integrated, smooth and continuous, you’ll wow your customers at every moment.

Customer Experience

Map frictionless customer journeys through our IDEA CX Consulting and Digitally Empowered Customer Experience: from product and technical support to complaint resolution, disputes and more. All with AI and a human touch.

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Agents of the Future

Our Just-in-time workforce solution uses a mix of onsite and remote agents and gig workers to help scale up quickly. It’s people first, and turbo-boosted by technology

Customer and Sales Analytics

Personalize support by answering customer questions before they ask them and solving issues before they arise. Our Analytics solutions identify the customer and operations insights you need to predict, not react.

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Intelligent Automation

Let our Automation solutions take care of simple customer inquiries while agents assisted by bots handle more complex requests. Self-service options and async messaging help keep costs low while providing 24/7 customer service across all channels.

Conversational Messaging

Connect with your customers when and wherever they want and increase their satisfaction while you reduce calls and costs with a responsive messaging strategy.

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Metaverse

Revolutionize customer service by taking it to the metaverse. Train agent avatars on new tech and test router placement in virtual replicas of customer homes. Endless possibilities await!

Outcomes Delivered

Contact Center Support

US telecom and media company saves $4M annually by supporting contact center associates with digital assistants

customer support for media-streaming

Broadband provider shows complex voice support can be handled offshore

US Telecom Giant Uses Advanced Analytics

US telecom giant uses advanced analytics to rapidly increase cross-selling performance

The New CX Realism Transforming Customer Service in the real world

e-book

Explore insights

A 3-step approach to harnessing the richness of voice data

Moments of delight:
How to translate operational excellence into powerful customer experiences

Why CX transformation needs a pragmatic approach

The New CX Realism Transforming Customer Service in the real world

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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.