London, UK, November 8, 2021: Firstsource Solutions Limited (NSE: FSL, BSE:532809), a leading provider of customized Business Process Management (BPM) services, today announced it has been positioned by ISG as a Leader in the ISG Provider Lens™ quadrant report on Contact Center — Customer Experience Services for Europe. The report evaluates 28 vendors and Firstsource was one of just a few named a Leader across all four categories – digital operations, artificial intelligence & analytics, work from home and social media CX.
According to ISG, “Enterprises in Europe and the U.K., as in other regions, have had to adopt new working models that allow nearly all contact center agents to work remotely. These new models provide benefits including cost savings, access to talent, worker flexibility and higher productivity. Operators are making investments to address poor connectivity, background noise and security in remote work settings. With tools such as virtual private networks (VPNs), facial recognition, voice biometrics, screen monitoring and near environment monitoring, they are closing the gap in security between in-office and home-based work.
“Leaders have a comprehensive product and service offering, a strong market presence and 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.”
Jan Erik Aase, partner and global leader, ISG Provider Lens Research said “Firstsource has advanced AI and automation augmented platforms, solutions and services, with a CX and BPO heritage, coupled with strong industry vertical knowledge. It is a highly capable provider.”
Vipul Khanna, MD and Chief Executive Officer, Firstsource, said: “CX success for businesses means improved customer satisfaction and retention, better cross-selling, and faster customer acquisition. We help clients develop their CX vision and strategy, create a practical technology roadmap, and execute it to deliver these outcomes for their business. We’ve invested heavily in our capabilities in recent years, and this recognition validates Firstsource’s laser focus on Digital First, Digital Now. Great work by my colleagues!”
- To view a complimentary copy of the ISG Provider Lens™ quadrant report for Contact Centre – Customer Experience Services for Europe, visit here
- To learn more about Firstsource’s Digitally-Empowered Contact Centre, visit here
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Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a leading provider of transformational solutions and services spanning the customer lifecycle – across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other industries. Our ‘Digital First, Digital Now’ approach helps organizations reinvent operations and reimagine business models, enabling them to deliver moments that matter and build competitive advantage. With an established presence in the US, the UK, India, and the Philippines, we act as a trusted growth partner for over 100 leading global brands, including several Fortune 500 and FTSE 100 companies. For more information, visit www.firstsource.com