Firstsource Solutions has launched First Customer Intelligence (FCI) meant to help organizations to gain actionable customer insights. FCI will measure customer sentiment,emotions and behaviour across multiple communication channels at an early stage in the customer interaction.
FCI integrated customer relationship management (CRM) systems will allow organizations to maintain a clear view of customer experiences, delivering quality service and handling of customer concerns. By leveraging FCI, organizations will be able to improve customer experience, reduce costs and increase revenues across products, processes, customer channels, web strategy and agent performance.
First Customer Intelligence can also be deployed for product launches, test campaigns, market hypothesis, as well as customer profiling through analysis of trigger-based measurement processes.
Speaking on the launch, Iain Regan, Executive Vice-President of Sales and Client Services, Firstsource, said, “The launch of First Customer Intelligence is a major step forward to strengthen and deepen our client alignment and add value to our clients’ businesses. First Customer Intelligence delivers significant return on investment by providing business benefits such as profitability maximization, revenue enhancement and improved customer experience through actionable customer insights.”
Firstsource will provide FCI service to customers in Australia, UK, US, India, Sri Lanka and APAC region.
