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News : Firstsource’s Solution Receives Innovation Award
New York & Mumbai, India & London, Jan 16, 2014 -- Firstsource Solutions Ltd., a Business Process Management (BPM) company, announces that it is the recipient of Frost & Sullivan’s 2013 North American New Product Innovation Award in Contact Center Outsourcing.
The award recognizes Firstsource’s First Customer Intelligence (FCI) solution that measures customer sentiment, emotions and behavior across an omni-channel environment. Frost & Sullivan presented Firstsource with this award at the 2014 Excellence in Best Practice Awards Gala in New Orleans, Louisiana.
"We are thrilled that our ongoing efforts in technology advancements and innovation within the customer care space are recognized by the industry and Frost & Sullivan," said Iain Regan, executive vice president of Sales and Marketing at Firstsource. "Since the launch of FCI, it has been one of the most popular solutions because it reaches across multiple communications channels and provides our clients with actionable insights to improve the customer experience."
Five criteria were used to benchmark Firstsource’s performance against key competitors for the New Product Innovation Award: (1) innovative element of the product, (2) leverage of leading-edge technologies in product, (3) value-added features/benefits, (4) increased customer ROI and (5) customer acquisition/penetration potential.
"Frost & Sullivan feels that FCI truly is a unique BPO offering, adding another new dimension of innovation, quality and customer value enhancement to Firstsource’s hefty portfolio of services," said Michael DeSalles, principal analyst at Frost & Sullivan. "Frost & Sullivan firmly believes that Firstsource has woven a culture of continuous innovation throughout the entire fabric of its global organization."
Posted by Veronica Silva Cusi, news correspondent
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About Firstsource Solutions:
Firstsource employs nearly 27,000 worldwide at 46 centers in the U.S., United Kingdom, India, the Philippines and Sri Lanka, serving more than 100 clients in the banking, insurance, health care, media and telecommunications industries, including 21 companies in the Fortune 500.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Monday, January 20, 2014