Communications​

Amaze your customers, turbocharge growth​

Design agile next-gen customer experiences

Shift to Intelligent Automation led operations

Millions of subscribers, a slew of new products, and an explosion of bundled and customized solution options – all of these factors make operational support services like customer care and billing increasingly complex and expensive. Blend equal parts of Intelligent Automation and human touch to impact the entire customer life cycle –enhancing customer acquisition and loyalty and reducing attrition. Our dedicated services help improve ARPU and customer acquisition and satisfaction.

“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

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.

Tech Support

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

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.

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.

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

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

Explore insights

Towards a new normal for telecoms

UK-based MVNO moves 100% of associates to Work-at-Home contact center model within a week of the coronavirus lockdown

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

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