i-Leverage

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.
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          
24,000+ people
across 39 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

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

First Customer Intelligence : Omnichannel Customer Analytics & Insights

Firstsource increases website conversions by 250% for a leading UK communications player

Results delivered

Reduced ~$7.2 Bn
uncompensated care cost
Generated ~$1.4 Bn
additional cash for hospitals
Adjudicated claims worth
~$2.5 Bn
Managed Invoice Financing
assets of ~$6 Bn
Managed collections book
size of ~$3.8 Bn
~$60 Bn
Mortgage loans funded

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