Business Wire IndiaFirstsource Solutions Limited (NSE: FSL, BSE: 532809), a global provider of business process management (BPM) services and RP-Sanjiv Goenka Group company, today is a strategic leader with Unipore, a global leader in Conveyor Service Automation (CSA). Announced partnership. ), To use its platform as an important component for First Source’s digitally empowered contact center (DECC).
The settlement centers at both FirstSource and UniFore provide global customer expertise, in-depth domain experience, and customer experience (CX) to bring cutting-edge technology together. This multi-million dollar deal will create tremendous value for our customers over the next few years.
“The business landscape is changing rapidly, and organizations need to continuously deliver new and innovative CX capabilities to stay ahead. Fueling our DECC solutions by Unipore’s Convergence Service Automation platform will help provide our customers with a seamless customer experience that will become a strategic advantage for them and positively impact their bottom line. Venkatagiri Vandali, President, Health Planning and Health Services, Firstsource.
“No matter what industry you are in, your customers expect you to be able to address their needs quickly and efficiently. Combining FirstSource’s people and process expertise with Unipore’s innovative technology will provide a truly unique experience. Automation technology helps reduce handle time and saves co-pilots like assisting colleagues to meet customer needs Umesh Sachdev, CEO, and co-founder of Unipore.
FirstSource – Using the combined efficiency and advanced capabilities of the UniFour partnership, there are several benefits for businesses:
Better Customer Experience: Every year, Firstsource handles over 200 million interactions for Fortune 100 brands worldwide. Deploying AI and automation will significantly increase process efficiency and improve customer experience.
High customer satisfaction and collaborative loyalty: Firstsource delivered industry-leading CSAT scores, and with real-time actionable insights, it will improve further. Associates appreciate the ‘Miracle Best Action’ assistance provided by AI, improving their ability to resolve customer issues resulting in higher employee engagement.
“The bot specializes in identifying patterns on a customer base and makes recommendations based on customer sentiment and business context. Human conversation becomes more efficient and meaningful as bots take up mundane, repetitive tasks, offer 24/7 support, and make practical recommendations to free agents to handle complex conversations. Humans and technology have the best combination to maximize business impact, ” Sundar Sukavanam, Chief Digital Officer, Firstsource.
Firstsource’s digitally empowered contact center provides a path to the future of customer experience and how to get there. Tools like UniPore’s Eumina will help associates tap advanced capabilities to address customers’ real-intentions and transform experiences.
“If businesses not only want to survive, but new ones in general survive, they need to find ways to create a frictionless customer experience,” Zafar Syed, Chief Development Officer, Unipore “To deliver this, organizations can leverage Firstsource experts with cutting-edge AI and automation technology to deliver a seamless customer experience while saving money.”
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