Infotech Lead Asia: BPO major Firstsource Solutions has launched First Customer Intelligence (FCI), its new product aimed at helping organizations gain actionable customer insights.
Firstsource will offer this service to customers in Australia, UK, US, India, Sri Lanka and APAC region.
FCI enables businesses to improve customer experience, reduce costs and increase revenues across products, processes, customer channels, web strategy and agent performance.
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Iain Regan, executive vice president of Sales and Client Services at Firstsource, says 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.
FCI — powered by the Firstsource Customer Insight Framework — measures customer sentiment, emotions and behavior across multiple communication channels at an early stage in the customer interaction.
Businesses can deploy First Customer Intelligence for product launches, test campaigns, market hypothesis, as well as customer profiling through analysis of trigger-based measurement processes.
FCI has in-built algorithms and can be integrated with the organization’s customer relationship management (CRM) systems.