Firstsource Solutions Limited, a global provider of Business Process Management (BPM) services, has been recognized as a leader and innovator in the 2024 NelsonHall NEAT vendor assessment for CX Services Transformation. The company, a part of the RP-Sanjiv Goenka Group, has been praised for its strategic capabilities in utilizing technology and artificial intelligence (AI) to drive efficiency, add value, and enhance customer experience.
The assessment highlights Firstsource’s position as a leader in revenue generation and cost optimization, as well as an innovator in CX improvement capability and overall segments. The company has also set ambitious growth targets and plans to invest in innovation, technology, and consulting. It offers specialized domain-specific offerings in healthcare CX, advanced sales, and retention practices, and has expertise in agent assist GenAI technology for outsourcing client experience.
Ashish Chawla, President – CX & Consulting, Firstsource, expressed his excitement over the recognition and stated, “Being recognized as a ‘Leader’ and an ‘Innovator’ in the NelsonHall NEAT evaluation validates our capabilities. With our extensive expertise in customer experience, data insights, and optimizing technology implementations, we are strategically positioned to be a key partner in our clients’ CX transformation journey.”
Ivan Kotzev, Lead CX Services Analyst at NelsonHall, also praised Firstsource for its strong domain-specific offerings and experience in agent assist platforms using GenAI, as well as its broad technology partner ecosystem. He stated, “Firstsource addresses this market need with strong domain-specific offerings, particularly in healthcare, experience in agent assist platforms using GenAI, and broad technology partner ecosystem.”
The profile of Firstsource by NelsonHall recognizes the company for its conversational AI, GenAI, and analytics technology ecosystem, as well as its implementation capability. The report also acknowledges the company’s strategic partnerships and plans for expansion in key geographies. It highlights Firstsource’s collaboration with partners to benchmark, construct custom AI solutions, and integrate and operationalize them. The company’s GenAI starter kit, featuring four use-cases, is also identified as an example of innovative initiatives in this field.
For more information on Firstsource’s CX capabilities, visit their website.
About Firstsource Solutions Limited:
Firstsource Solutions Limited, a part of the RP-Sanjiv Goenka Group, is a leading provider of transformational solutions and services across industries such as Healthcare, Banking and Financial Services, Communications, Media and Technology, and others. The company’s ‘Digital First, Digital Now’ approach helps organizations reinvent operations and reimagine business models to deliver moments that matter and build a competitive advantage. With a global presence in the US, UK, Mexico, India, and the Philippines, Firstsource is a trusted growth partner for over 150 leading global brands, including several Fortune 500 and FTSE 100 companies.
About NelsonHall:
NelsonHall is a global analyst firm dedicated to helping organizations understand the digital operations transformation. With analysts in the US, UK, Europe, and India, NelsonHall provides detailed and critical information on markets and vendors (including NEAT assessments) to help buy-side organizations make informed sourcing decisions. The firm also provides deep knowledge of market dynamics and user requirements to help service providers hone their go-to-market strategies. NelsonHall’s insights are based on rigorous primary research and are widely respected for their quality and depth of analysis.
Media Contacts:
Madhavi Behl
Firstsource Solutions
madhavi.behl@firstsource.com
Derick is an experienced reporter having held multiple senior roles for large publishers across Europe. Specialist subjects include small business and financial emerging markets.