The conversation is your CX
Transform every customer interaction into real-time intelligence across voice, chat, email, social, SMS, and async.
2 of Top 5
Telecom & broadcasting companies in the US
Leading
Broadcasting & media companies in the UK
Top
Consumer-technology companies in the US
30+
of the Top Communications companies served globally
WHY THIS MATTERS
What is breaking telco customer experience
Complaints are rising, recovery is weak, and repeat contact is becoming churn.
Complaint incidence
23%
Nearly one in four broadband customers said they had a reason to complain, showing how often the experience breaks after sale.
Ofcom complaint handling research
Complaint handling gap
58%
Manual QA typically covers less than 5% of customer interactions, leaving most compliance and experience failures invisible.
QA benchmark sources
Voice cost gap
30X
Voice support runs up to 30 times more expensive than equivalent digital channels, yet most telco service volume still defaults to voice.
McKinsey and Company
PROVEN OUTCOMES
What 100% coverage and real-time assist actually shift
Live outcomes from CX operations across global telco brands and 200 million annual interactions.
10 points
NPS lift
GenAI-powered QA across 100% of contacts for a large US telecommunications provider delivered a 10-point NPS lift and 40% saving on QA effort.
82%
CSAT
A UK satellite TV operator hit 82% CSAT on its messaging channel, with 120,000-plus conversations a week and 30% IVR call deflection.
79%
fewer failures
A leading UK cable and broadband operator cut compliance failures by 79%, lifted net yield 15%, and recovered $11 million through digital-first CX redesign.
10 point
gain in NPS
A European satellite TV operator gained 10 NPS points, cut AHT 25% to 30%, and improved sales conversion 5%-10% on a massive manual program.
Customer Experience Offerings Deep Dive
Every CX moment. One intelligent partner.
One AI-native stack unifying multichannel service, GenAI quality, technical support, and retention to deliver measurable outcomes.
Every channel, one conversation
Voice, chat, email, social, SMS, and async on one omnichannel platform, with intent recognition and channel handoff that keeps the conversation continuous. The customer does not restart. The agent does not lose context.
- Intent-led routing
- Live-agent and bot handoff
- CCaaS-agnostic, no rip-and-replace
100% coverage with in-shift coaching
Speech-to-text on every contact, PII redaction inline, automated compliance scoring, and real-time coaching is delivered to every specialist. Quality stops being a sample and becomes the operating signal.
- Real-time co-pilot
- Next-best-action assist
- Continuous learning loop
Consumer and enterprise on one model
Consumer service lines (billing, plan changes, outage triage) and enterprise helpdesk (connectivity, managed-service support, account management) run on one customer experience architecture, with workflow and tooling tuned to the call type.
Remote first, truck rolls last
A digitally enabled specialist and AI-native operations handles the first line before any field resource is dispatched. Where the visit is needed, it is scheduled with the right kit on the first attempt.
- AI-powered diagnostics
- Live video triage
- Truck-roll reduction logic
- Field scheduling and dispatch
- Right-first-time job kits
Save the customer, then sell to them
Churn prediction, proactive outreach, and offer eligibility surface inside the service interaction, with sales-through-service training and authenticated selling models converting save calls into revenue.
- Churn prediction models
- Authenticated selling models
- Cross-sell on save outcomes
CLIENT SPOTLIGHT
A leading US telecom operator redefined quality at scale
From sampled reviews to continuous performance improvement.
A leading US telecom operator moved beyond traditional quality reviews to an AI-enabled performance model that delivered faster insights and more consistent customer experiences. The transformation reduced QA effort by 40%, improved NPS by 10 points, and accelerated coaching to help agents improve while it mattered most.
40%
QA saving
WHO WE SERVE
No two operators are the same. Neither is their CX.
Contact drivers, regulatory pressures, and subscriber expectations differ across every operator type. We build for yours.
Broadband Providers
Inbound fault management, engineer scheduling, and proactive outage communication. Operations sized for volume and calibrated for SLA.
Mobile Operators
Full-spectrum contact operations, activations, billing disputes, roaming queries, save conversations, across prepaid and postpaid with AI copilot support.
AltNet Providers
CX operations that scale with the operator. From launch-stage contact handling to multi-region full-service delivery as subscriber bases grow.
Enterprise Providers
Dedicated account servicing, SLA escalation handling, and proactive service management for enterprise and wholesale clients.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
contact us
Make every conversation count
The shift is where NPS, resolution, and retention are won or lost. What 100% coverage and real-time assist change starts from where your experience is breaking today.
- Multichannel service, GenAI QA, retention, and service-to-sales on one stack.
- Outcomes in the contract: NPS, CSAT, AHT, QA coverage, resolution.
- Kairos OS, GenAI QA, and real-time assist included from day one.