Firstsource Solutions Ltd., a leading Business Process Management (BPM) company, today announced it has been named by Verint® Systems(NASDAQ: VRNT) as the 2014 “Innovator of the Year” for excellence in voice of the customer analytics. The award recognizes Firstsource’s Aparajita Gupta, Vice President of Customer Interaction Analytics, for the development of the First Customer Intelligence (FCI) solution. She received the honor during Verint’s 2014 Driving Innovation™ user conference in Orlando, Florida last week.
“Firstsource productized services continue to introduce value added services that enhance customer engagement across channels in the markets we serve. Speech and text analytics platforms are typically used for assessing the call and text quality, and with the FCI offering, we are able to go beyond that and provide actionable insights to our clients across their processes, products, operational analytics and web strategies which impact their business metrics,” said Shalabh Jain, Business Transformation Officer, Firstsource.
With Verint’s speech and text analytics software, FCI uses customer intelligence to derive insight into patterns of customer behavior and provide a roadmap for specific company responses beyond the contact center. Organizations can improve efficiencies of all customer communication channels (voice, email, text, social media), analyze customer experiences with products, formulate more effective Web strategies, measure customer effort across processes (billing, order placement, customer service, tech support and help desk), and determine the root cause of customer dissatisfaction.
Firstsource was able to leverage its FCI offering with one client to reduce cost-to-serve by 18 percent (equivalent to an $800,000 annual savings) while also improving sales by three percent. In another instance, a client experienced a reduction in average handle time (AHT) by more than 30 seconds, improved contact avoidance, and faster resolution—translating to annual savings of more than $1 million.
Each year, Verint presents this award during the company’s global user conference to recognize individuals and their respective companies for outstanding performance in driving customer engagement across the enterprise through innovations in contact center, back-office and branch operations.
About First Customer Intelligence (FCI):
FCI helps clients in reducing cost to serve and customer effort, improving customer experience and increasing revenues by providing actionable insights across products, processes, channels, web strategy and agent performance. These are drawn from an in-depth, real-time analysis of customer interactions on voice and non-voice customer service channels. For more information, please visit: https://www.firstsource.com/us/products/first-customer-intelligence
Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN) is a leading global provider of customized Business Process Management (BPM) services to the Healthcare, Telecom & Media and Banking & Financial Services industries. The company’s clients include Fortune 500, FTSE 100 & Nifty 50 companies. Firstsource has a “rightshore” delivery model with operations in India, Ireland, Philippines, Sri Lanka, UK and U.S. (www.firstsource.com)