Firstsource identified as a Leader in the 2023 ISG Provider Lens™
Customer Experience Services Report for Europe
London, UK : Firstsource Solutions Limited (NSE: FSL, BSE:532809), a global provider of Business Process Management (BPM) services and an RP-Sanjiv Goenka Group company, has been identified as a Leader in the 2023 ISG Provider Lens™ Customer Experience Services report for Europe. The report evaluated 28 vendors across critical pillars of customer experience that included people, technology, process, and data, with Firstsource named a Leader across all four categories – Digital Operations, Hybrid Working Solutions, Intelligent CX (AI & Analytics), and Social Media CX Services.
Providers identified as ‘Leaders’ have a comprehensive product and service offering, a strong market presence, and an established competitive position. The product portfolios and competitive strategies of Leaders are strongly positioned to win business in the markets covered by the study. The Leaders also represent innovative strength and competitive stability.
Rajiv Malhotra, Head of Europe at Firstsource, said “We’ve made big investments in the entire fabric of customer experience with our DECX practice, including a targeted focus on AI and ML, to improve outcomes for our clients in customer satisfaction, retention, sales and acquisition. This is the third consecutive year ISG has rated us a Leader in all four categories, and I’m delighted that this year they rated us especially strongly in Intelligent CX (AI & Analytics). We continue to develop AI use cases and deploy them for our clients.”
According to the ISG report, the contact center industry in Europe is evolving in line with global trends, driven by enhanced AX and cost optimization. Flexible work conditions, AI adoption, and hybrid models ensure staff retention and improve productivity. Technological advancements such as AI and cloud solutions redefine customer interactions without compromising CX.
Dr. Kenn Walters, ISG Global Lead Analyst, said “Firstsource has powerful, advanced AI-driven platforms and solutions with significant multiple vertical-specific expertise and effective delivery. The company’s Digital First, Digital Now approach helps organizations reinvent operations, enabling them to deliver efficient CX.”