Firstsource Partners with NICE Systems

NICE Systems, a provider of real-time analytics solutions, and Firstsource Solutions, a provider of customized business process management services to the healthcare, telecom, media, and financial services industries, have formed a partnership that allows Firstsource to leverage NICE Interaction Analytics to help its clients enhance the end-user experience.

NICE Interaction Analytics will enable Firstsource to uncover business insights by automatically analyzing, identifying, quantifying and monitoring customer interactions based on multiple dimensions. Additionally, the solution will help uncover root causes and detect hidden correlations to better understand and predict customer behavior, leading to actionable business decisions.

Firstsource is using the solution across various sites to meet the following business needs:

  • Efficient quality monitoring: Quality processes can leverage the insights from automated Interaction Analytics to track and audit all calls and take action when necessary;
  • Data collection and tagging: Following an interaction, the data can be used for post-call analysis and further service improvements;
  • Delivering actionable insights: The implementation lays the foundation for real-time analytics to deliver actionable insight to the agents during the call; and
  • Customer experience transformation: By pinpointing the drivers of customer interactions and the underlying causes of dissatisfaction, Firstsource can boost agent performance, rectify shortcomings, and amplify strengths in processes and service delivery to transform the customer experience.

"The dynamic nature of the marketplace is helping us constantly look at innovative ways to enrich customer experiences for our clients, and this, in turn, is helping positively impact their business metrics," said Rajesh Subramaniam, managing director and CEO of Firstsource Solutions, in a statement. "Through our collaborative efforts with NICE Systems, we will continue to strengthen our service capabilities to enable rapid businesses transformation and achieve customer centricity across sectors and geographies."

"NICE Interaction Analytics is the cornerstone of quality management and coaching, providing critical insights that lead to action. By implementing this solution, Firstsource Solutions will help its clients better understand their customers, while ensuring employees are engaged and ready for every interaction, leading to the perfect customer experience. We believe they will also benefit from increased customer satisfaction, higher revenues, and reduced call volume," Raghav Sahgal, president of NICE APAC, said in a statement.

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