Firstsource Solutions Limited, a leading global provider of Business Process Management (BPM) services and a part of the RP-Sanjiv Goenka Group, has been recognized as a ‘Leader’ and an ‘Innovator’ in the 2024 NelsonHall NEAT vendor assessment for CX Services Transformation. This recognition highlights Firstsource’s strategic capabilities in utilizing technology and GenAI to drive efficiency and enhance customer experience.
The assessment, released on March 20, 2024, identifies Firstsource as a ‘Leader’ in Revenue Generation and Cost Optimization segments and an ‘Innovator’ in CX Improvement Capability and Overall segments. The company has also expressed its plans for substantial growth through joint investments in innovation, technology, and consulting. With specialized offerings in healthcare CX, advanced sales, and retention practices, Firstsource is well-equipped to cater to the evolving needs of its clients.
Ashish Chawla, President – CX & Consulting, Firstsource, stated, “We are honored to receive recognition for our impactful contributions to clients and our adept utilization of disruptive technology for swift and effective value delivery. Being identified as a ‘Leader’ and an ‘Innovator’ in the NelsonHall NEAT evaluation further validates our capabilities. With our extensive expertise in customer experience, data insights, and optimizing technology implementations, we are strategically positioned to be a key partner in our clients’ CX transformation journey. We are committed to leveraging cutting-edge technology and are establishing a research and incubation center to showcase advanced capabilities in data insights, conversational AI, generative AI, and the Metaverse for our current and prospective clients.”
Ivan Kotzev, Lead CX Services Analyst, NelsonHall, stated, “Most organizations have made significant investments in CX technology over the past years and are now seeking strategic partnerships to optimize their ROI and future-proof their customer service operations with reduced CAPEX. Firstsource addresses this market need with strong domain-specific offerings, particularly in healthcare, experience in agent assist platforms using GenAI, and a broad technology partner ecosystem.”
NelsonHall’s profile of Firstsource recognizes the company for its conversational AI, GenAI, and analytics technology ecosystem, along with its implementation capability. The report also acknowledges Firstsource for its strategic partnerships and expansion plans in key geographies. In addition, the company’s GenAI starter kit, featuring four use-cases, is highlighted as an example of its innovative initiatives in this field.
To learn more about Firstsource’s CX capabilities, please visit their website.
About Firstsource Solutions Limited
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a leading provider of transformational solutions and services across various industries, including Healthcare, Banking and Financial Services, Communications, Media and Technology. Their ‘Digital First, Digital Now’ approach helps organizations reinvent operations and reimagine business models, enabling them to deliver moments that matter and build a competitive advantage. With a global presence in the US, UK, Mexico, India, and the Philippines, Firstsource partners with over 150 leading global brands, including several Fortune 500 and FTSE 100 companies. To learn more, visit their website.
About NelsonHall
NelsonHall is a leading global analyst firm dedicated to helping organizations understand the “art of the possible” in digital operations transformation. With analysts in the US, UK, Europe, and India, NelsonHall provides detailed, critical information on markets and vendors (including NEAT assessments) to help buy-side organizations make informed sourcing decisions. For service providers, NelsonHall offers deep knowledge of market dynamics and user requirements to help them refine their go-to-market strategies. The firm’s insights are based on rigorous primary research and are widely respected for their quality and depth of analysis.
For media inquiries, please contact:
Madhavi Behl
Firstsource Solutions
madhavi.behl@firstsource.com
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