Services: Platform, Automation and Analytics

A 3-step approach to harnessing the richness of voice data

Leveraging an AI-powered voice and speech analytics solution can help businesses collect analyze and act on customer-centric metrics such as – First Call Resolution (FCR), Average Handle Time (AHT), Net Promoter Score (NPS) and sales conversions – to deliver amazing customer experiences. Contrary to popular belief, deploying such a solution

3 tools to evaluate your progress on chatbots

Regardless of where you are on the chatbot journey here are three tools to help you evaluate your progress – chatbot strategy framework, maturity model and chatbot performance benchmark scorecard.

Reducing transformation risk for auto-finance lender with guaranteed business outcomes

A business transformation engagement with a private-equity owned auto-finance lender, resulted in improved outcomes for the client, paving the way to a five-year partnership with Firstsource. Background The client is a private equity-owned auto-finance lender and car dealer with around 150 outlets in the US, mostly franchise-owned. It specializes in

Top UK entertainment firm lifts sales conversion to stay ahead in the market

Background The client is a leading entertainment company headquartered in the UK with revenues in excess of 13 billion pounds. With a workforce of over 31,000 employees, it caters to approx. 23 million customers across Ireland, Germany, Austria, Italy, Switzerland and Spain – in addition to the UK. Business challenge

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