RP Sanjiv Goenka Group

Communications and Media

Close the customer experience gap

Offer a magical brand experience

Powering data-driven, customer-centric solutions

Whether you are a Communications and Media 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 Learn more
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. Learn more

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

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.

Learn more

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.
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Generative AI is changing the face of global elections. How can Trust & Safety teams adjust to the new reality?

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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

“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.”

Ashley Schofield

Chief Executive Officer

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Explore insights

Broadband provider shows complex voice support can be handled offshore

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

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