RP Sanjiv Goenka Group

Meet your customers where they are ​

Deliver a seamless omnichannel customer experience

Intelligent Customer Service

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 ​

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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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.