Award recognizes the company’s First Customer Intelligence solution leveraging Verint technology
Firstsource Solutions (NSE:FSL, BSE:532809), a global provider of customized Business Process Management (BPM) services, today announced that it has been named a 2014 Technology Leadership Award Winner for Information Technology Innovation in the category of Operational Intelligence by Ventana Research. The award recognises Firstsource’s Aparajita Gupta, Vice President of Customer Interaction Analytics, for the development of the company’s First Customer Intelligence (FCI) solution using technology from Verint® Systems. The honor was presented to Firstsource during the Leadership Awards Ceremony at the 2014 Ventana Research Summit on October 22, 2014 at the Hyatt Regency in Burlingame, California.
“We are delighted to receive this recognition at the industry level which reflects our overall commitment to using state-of-the-art technology in our products,” said Shalabh Jain, executive vice president, Business Transformation Office, Firstsource Solutions Ltd.
“We extend our congratulations to Firstsource for earning this honor which recognises excellence and leadership in maximizing information, technology, processes and people to achieve optimal business outcomes,” added Nancy Treaster, senior vice president and general manager, strategic operations, Enterprise Intelligence Solutions™ at Verint. “Firstsource is a valued customer and partner, and we’re delighted to work together and to have nominated the company for this distinction.”
Firstsource uses Verint’s speech and text analytics software for its FCI product which derives insights into patterns of customer behaviour and provides a roadmap for specific company responses beyond the contact centre. Organisations can improve the efficiencies of all customer communication channels (voice, email, text, social media), analyse 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 (approximately 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.
Presented annually and covering 27 categories, the Technology Leadership Awards identify business and IT leaders who are using technologies and applying best practices to provide the best possible outcomes in productivity, performance and support of an organisation’s goals and objectives.
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.
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).
About Ventana Research:
Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.
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