Meet your customers where they are

Deliver a seamless omnichannel customer experience

Intelligent Customer Service

As a bank, a healthcare provider, a mortgage servicer or a media company, enabling your customers to seamlessly navigate channels and engage with your brand is key to differentiation.

i-Leverage, our proprietary tool, comprises a CRM Platform and a Digital Self-Service portal. The CRM platform combines multiple Digital channels such as Voice, Email, Web Chat, Text, Self-Service, Conversational AI Bots, and Case Management with an Intelligent Unified Desktop for Agents. With Artificial Intelligence (AI) and Machine Learning (ML) at its core, it provides predictive and analytical capabilities for intelligent customer servicing and customer engagement across channels.

The platform integrates with enterprise legacy applications, different front-end and back-end systems, telephony, email and SMS gateways and other third-party services through use of APIs.

Using our Digital Self-Service Portal, your customers can manage their accounts, make payments and raise disputes/concerns, ensuring complete control and convenience. The mobile-first portal uses Natural Language Processing (NLP), knowledge management and intelligent chatbots, to deliver a contextual experience based on customer history and case information.

Outcomes delivered

Increased revenue and growth with more touch points across the target market

Improved operational management and efficiency

Deep, contextual interactions

100+
Global clients

Trusted by FTSE 100
and Fortune 500 companies

26,000+ people
across 42 delivery centers

Stay ahead with Firstsource

2 Billion

back office transactions

3.1 Million

web chats

3.7 Million

email responses

200 Million

customer interactions

Explore insights

How are innovative technologies transforming customer service?

Designing an omnichannel strategy to delight today’s multi-channel customers

$3.6M in BNPL debt recovery using a digital-first approach

Results delivered

~$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

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Industries

Services

Resource Type

Insights

Meet your customers where they are ​

Intelligent Customer Service

Intelligent Customer Service

Outcomes delivered

Stay ahead with Firstsource

2 Billion

back office transactions

3.1 Million

web chats

3.7 Million

email responses

200 Million

customer interactions

Explore insights

$3.6M in BNPL debt recovery using a digital-first approach

Results delivered

Industries

Services

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Meet your customers where they are