Firstsource Partners with Uniphore to Deliver Exceptional Customer Experience Leveraging their AI and Automation Technology
November 05 2020 - 2:01AM
Business Wire
Exclusive deal aligns industry leaders around
the Digitally Empowered Contact Center solution and brings new
capabilities for Associates
Firstsource Solutions Limited (NSE: FSL, BSE:532809), a global
provider of Business Process Management (BPM) services and a
RP-Sanjiv Goenka Group company, today announced a strategic
partnership with Uniphore, the global leader in Conversational
Service Automation (CSA), to utilize its platform as an important
component to Firstsource’s Digitally Empowered Contact Center
(DECC).
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the full release here:
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The agreement centers on both Firstsource and Uniphore bringing
together global expertise, deep domain experience, and cutting-edge
technology to deliver enhanced Customer Experiences (CX). This
multi-million dollar deal will create tremendous value for our
clients over the next few years.
“Business landscape is changing rapidly, and organizations need
to deliver new and innovative CX capabilities to stay ahead
constantly. Our DECC solutions fueled by Uniphore’s Conversational
Service Automation platform will help our clients deliver seamless
customer experiences that will become a strategic advantage for
them and positively impact their bottom line,” said Venkatgiri
Vandali, President, Health Plan and Healthcare Services,
Firstsource.
“No matter what industry you are in, your customers expect you
to be able to address their needs quickly and efficiently. The
combination of Firstsource’s people and process expertise combined
with Uniphore’s innovative technology will deliver a truly unique
experience. Automation technology helps reduce handle time and
delivers a co-pilot like assistance to associates to address
customer needs,” said Umesh Sachdev, CEO, and Co-founder of
Uniphore.
By using the combined efficiency and advanced capabilities of
the Firstsource - Uniphore partnership, there are multiple benefits
for businesses:
Reduced Costs: Every year, Firstsource handles over 200
million interactions for Fortune 100 brands, across 15,000+
representatives worldwide. For a large Health Plan in the US,
Firstsource contact center associates handle approximately 400,000
calls a month. Deploying AI and automation will reduce the Average
Handling Time (AHT) by 20% and the After Call Work (ACW)
documentation by 80%, resulting in an estimated annual savings of $
3.5 M.
Higher Customer Satisfaction and Associate Loyalty:
Firstsource delivers industry leading CSAT score, and with
real-time actionable insights, this will further improve.
Associates appreciate the ‘Next Best Action’ assistance provided by
the AI, improving their ability to resolve customer issues
resulting in higher employee engagement.
“Bots are adept at identifying patterns across a customer base
and make recommendations based on customer sentiments and the
business context. Human conversations become more efficient and
meaningful as the bots pick up mundane, repetitive tasks, offering
24/7 support, and making insightful recommendations freeing up
agents to handle complex conversations. Combining the best of what
humans and technology have to offer can maximize business impact,”
said Sundara Sukavanam, Chief Digital Officer,
Firstsource.
Firstsource’s Digitally Empowered Contact Center offers the
future of Customer Experience and a path to get there. Tools like
Uniphore’s auMina will help associates address customers’
real-intent and harness advanced capabilities to transform
experiences.
“If businesses want to not only survive but thrive in the new
normal, they need to find ways to build frictionless customer
experiences,” said Jafar Syed, Chief Growth Officer,
Uniphore. “To deliver this, organizations can leverage
Firstsource experts along with state-of-the-art AI and automation
technology from Uniphore to deliver seamless customer experiences,
while saving money.”
About Firstsource Solutions:
Firstsource Solutions Limited, a RP-Sanjiv Goenka Group company,
is a leading provider of transformational solutions and services
spanning the customer lifecycle across Healthcare, Banking and
Financial Services, Communications, Media and Technology, and other
industries. Our ‘Digital First, Digital Now’ approach helps
organizations reinvent operations and reimagine business models,
enabling them to deliver moments that matter and build competitive
advantage. With an established presence in the US, the UK, India,
and the Philippines, we act as a trusted growth partner for over
100 leading global brands, including several Fortune 500 and FTSE
100 companies. www.firstsource.com
About Uniphore:
Uniphore is the global leader in Conversational Service
Automation. The Company’s vision is to disrupt an outdated customer
service model by bridging the gap between human and machine using
voice, AI and automation to ensure that every voice, on every call,
is truly heard. Uniphore enables businesses globally to deliver
transformational customer service by providing an automation
platform where digital agents take over transactional conversations
from humans, coach agents during calls, and accurately predict
language, emotion and intent. All in real-time. Conversational
Automation & Analytics, Conversational Assistant and
Conversational Security elevate how enterprises support and engage
their customers, build loyalty and realize efficiencies.
www.uniphore.com
View source
version on businesswire.com: https://www.businesswire.com/news/home/20201105005372/en/
US Rob Barlow, Uniphore Mobile: 408.221.1561
robert@uniphore.com
India / Asia Pacific: Nawaz Mohammed, Uniphore +91
9980251596 nawaz@uniphore.com
Sarika Rath, Firstsource +91 98863 78198
sarika.rath@firstsource.com
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