Analyze customer sentiments, emotions and behavior across channels
With customers increasingly in the driver’s seat, customer intelligence has never been more important in creating competitive edge.
Leverage our proprietary firstCustomer Intelligence (FCI) tool to derive actionable insights from customer interactions, with in-depth and near real-time analysis of customer sentiment, emotions and behavior – across multiple communication and feedback channels. The tool uses speech and text analytics to capture interactions (calls, web chat, email, self-serve) and feedback across different channels (social media, CSAT surveys and reports) to identify avenues for improving associate productivity and NPS
Stay ahead with Firstsource
2 Billion
back office transactions3.1 Million
web chats3.7 Million
email responses200 Million
customer interactions100+
Global clientsTrusted by FTSE 100
and Fortune 500 companies26,000+
people across 42 delivery centers
Outcomes delivered
Empathetic interactions driven by outcomes that matter to customers
Reduced customer effort and improved experience
Increased customer lifetime value and reduced
Lower cost to serve
firstCustomer Intelligence | Business Insights Across the Customer Lifecycle
~$7.2 Bn
uncompensated care cost reduced~$1.4 Bn
additional cash generated for hospitals~$2.5 Bn
worth claims adjudicated~$6 Bn
of invoice financing assets managed~$3.8 Bn
size of collections book managed~$60 Bn
mortgage loans funded
