Firstsource Solutions, a leading Business Process Management (BPM) company, has been named by Verint Systems 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.
Firstsource was able to leverage its FCI offering with one client to reduce cost-to-serve by 18% equivalent to an $800,000 annual savings while also improving sales by 3%.
Firstsource has a significant presence in North America with more than a dozen sites and 3,500 employees. The company caters to clients in the health care, telecom and media, banking, financial and insurance industries by offering services in the customer management, collections, data and transaction processing.
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