A fifth of enterprise customers leave before they ever go live
Provisioning delay, SLA misses and disconnected billing turn signed contracts into churned revenue within the first year.
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
Enterprise margins are under pressure at every lifecycle point
Legacy revenue is eroding faster than new lines replace it, and a fifth of enterprise customers leave before the first bill is paid
Renewal pressure
4.1%
Global fixed-voice revenue fell 4.1% in 2024 as enterprise customers accelerated the move to cloud-based unified communications.
GSMA's 2025 State of Mobile Internet Connectivity
B2B churn cost
+95%
Increasing customer retention by just 5% can lift profits. In B2B, where switching costs are high and contracts are long, every unresolved issue that drives churn is a direct hit to the bottom line.
Bain & Company, Retention insights
Onboarding leakage
20% to 35%
Most enterprise churn happens before the relationship starts. Between 20 and 35% leave during onboarding, and 25% more hit service issues before going live.
(BU to confirm) Firstsource INCA Summit CX Design Panel, October 2025
PROVEN OUTCOMES
What intelligent automation moves at multi-agent scale
$6.7M
annual savings
Bot-led automation cut program cost across a multi-agent enterprise environment, with agents redeployed to higher-value work rather than added to manage volume.
1.6M+
bot transactions
More than 1.6M bot transactions ran through the operating model, with routine handling moved off the agent desktop and into the automation layer.
$755K
monthly run-rate
The deployment held its savings run-rate at scale, with automation embedded in the daily handling model rather than bolted on as a separate layer.
40%
handling time reduction
Call handling time fell as bot-led steps replaced manual lookups, freeing agents for complex enterprise conversations only they can run.
How We Serve Enterprise SErvice Providers
Your book, your complexity, and your starting point. We work from there.
Each solution targets a specific cost, churn, or complaints pressure. Use one, or run the full stack under a single outcome-based contract.
Enterprise acquisition, contract to live
Enterprise B2B sales cycles are long and margin-thin. Firstsource runs propensity-scored renewal targeting, outbound acquisition, and intent-to-live conversion across voice, digital, and account management.
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Named-account operations, for every channel
We manage order entry, provisioning, porting, fallout management, and tier 1 to tier 3 technical support across omnichannel delivery, with AI-assisted triage and 100% GenAI quality monitoring on every enterprise interaction.
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Billing, dispute resolution, and revenue assurance
Agentic bill verification, dispute resolution, and propensity-scored digital collections strengthen billing accuracy and improve recovery rates, while self-serve payment plans cure accounts before disconnection and 60% to 70% of routine billing queries are resolved autonomously.
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CLIENT SPOTLIGHT
$6.7M saved; millions more added to renewals pipeline
How bot-led automation cleared the routine handling that was crowding out the renewal conversation.
A US media and telecommunications operator ran a multi-agent enterprise operation where routine billing, dispute, and technical-support handling consumed the bulk of agent time.
We deployed bot-led automation across the agent desktop in a single operating model. The program delivered $6.7M in annual savings at a $755K monthly run-rate, processed 1.6M-plus bot transactions, and cut handling time 40%.
We deployed bot-led automation across the agent desktop in a single operating model. The program delivered $6.7M in annual savings at a $755K monthly run-rate, processed 1.6M-plus bot transactions, and cut handling time 40%.
$755K
monthly run-rate
Solutions live in Operations
Enterprise operator workflows run as one accountable model
Whichever workflow an enterprise account sits in, the same operating layer applies and scales with your portfolio.
Enterprise propositions pitched with precision
We deliver enterprise acquisition and renewal through propensity-scored targeting, GenAI sales coaching, AI-assisted channel sequencing, pitch adherence scoring, rebuttal training, and rapid A/B variant production, improving sales conversion by 1,000 to 1,500 basis points across live deployments.
100% of interactions quality-checked
GenAI copilots, automated quality audit, and AI-assisted triage run across every enterprise interaction. 100% QC coverage replaces under-5% manual sampling, with 5-6% productivity improvement per agent.
- NPS improvement
- CSAT 4.8 benchmark
Recision outreach before the first contact
We prioritize accounts using ability-to-pay and intent-to-pay scoring, while iLev CRM manages every interaction from pre- to post-charge-off in a single audit-ready record. Supported by compliant communication templates, the solution delivers more than $600M in annual recoveries, 15% to 20% higher recovery rates, and 10% to 20% lower operating costs.
Complex provisioning closed before it escalates
Order management, porting, fallout resolution, and NOC support run Tier 1 to Tier 3. Agentic bill verification and dispute resolution close leakage upstream, targeting 30%-40% billing error reduction.
Enterprise domain rules encoded in every decision
Kairos encodes tariff structures, regulatory frameworks, churn prediction logic, and SLA compliance guardrails as domain intelligence. Copilots work with HITL and HOTL under Progressive Trust governance.
- Sales Coach Agent
- Churn Predictor
- Billing Dispute Classifier
- Collections Propensity Scorer
- Progressive Trust governance
- Audit-ready logging
PROOF OF DELIVERY
What multiple agents and bot-led automation actually produces
One operating model, one operator, three outcomes that held.
10 pts
NPS lift via GenAI QA
Bot-led automation delivered annual savings and a $755K monthly run-rate for a US media and telecommunications operator.
$40M
additional revenue
Sales conversion lifted by 122% on service-to-sales interactions for a leading telco operator, contributing $40M of program revenue.
82%
CSAT on messaging channel
A UK satellite TV operator ramped up in weeks, handling 120,000+ conversations a week at 82% CSAT.
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
Renewals compound. So can the operating model behind them.
Where the operating model moves first depends on your enterprise portfolio and your SLA commitments. That is where we begin.
- An operator runs your workflows, not an advisor who hands off.
- Built around your SLA profile and regulators, not a generic template.
- Pricing tied to renewal-rate, cost-to-serve, and recovery outcomes.