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Case Study: First Source

Firstsource delivers a connected digital experience with Cisco’s contact center solutions

This global BPO took customer interaction to the next level, reduced costs, and increased satisfaction with real-time chat, Web collaboration, email and social media.

Customer Highlights

Objectives

  • A single solution to compete with growing digitization demands, and multiple digital channels for customer interaction
  • Work force optimization and efficiency to deliver exceptional customer experience
  • Provide a connected customer journey across touch-points that is easily deployable and intuitive to use

Benefits

  • Reduced costs, increased competitiveness and enhanced customer satisfaction at extremely short go-to market times
  • Seamless integration of network, server and contact centre for voice and text analytics, workforce management and client side applications

"Cisco has become our preferred technology partner over the last two years. Today, with growing digital and social channels, customer expectations have increased significantly given the multiple touch-points in customer relationship. With the dramatic shift of businesses globally towards digitization and stress on alternate channels, the shift from a voice-centric to a truly omni-channel contact centre was inevitable."

Ajit Aloz, Senior Vice President – Technology

About Firstsource

Firstsource Solutions Limited is a provider of business process outsourcing services, headquartered in Mumbai, India. Owned by RP-Sanjiv Goenka Group, Firstsource provides customized business process management to customers in the banking and financial services, customer services, telecom and media, and healthcare sectors. As a global BPO player, Firstsource believes in putting customer experience first. The Company is the trusted partner for over 100 leading brands in India, the Philippines, the UK and the US.