Communications, Media and Technology

Our Business Process solutions help organizations deliver the Moments that Matter. On the one hand, we help Communications, Media and Technology (CMT) companies reinvent operations and maintain competitive edge. On the other, we assist Born Digital companies reimagine business models and drive growth.

Customer experience (CX) is the name of the game for CMT companies. Even more so for the fast-growing subset of Born Digital companies operating on the cutting-edge of technology and innovation.

As the strategic growth partner, Firstsource helps leading brands capitalize on their technology strengths and evolve new business models, driving speed and innovation in a rapidly changing digital world.

Outcomes delivered

Digital Offerings Portfolio

Our Digital First. Digital Now approach, combined with our outcome-based engagement model and industry-leading partnerships, delivers flexible, machine-first operations – aligned with your business objectives. Our digital offerings include:

Sales & Marketing Services

Customer journey mapping, customer acquisition, cross-sell and upsell, underpinned by customer intelligence platforms, for sales and revenue growth.

Intelligent Automation & RPA

Proprietary tech-based tools and accelerators, integrated with automation platforms from industry-leading partners, to drive enterprise-wide automation for unprecedented efficiencies, speed and scale.

Digital Collections

A proprietary platform across healthcare, BFSI and student loans leveraging a customer-centric approach to drive 2X improvement in collections while protecting your brand.

Customer & Partner Support

Digitally Empowered Contact Centers – combining the best of Bots and humans – to rapidly ramp up customer service and deliver seamless omni-channel experience.

" A digital IVR solution, which is powered by AI, it listens to consumers and helps improve our services as we go and then providing automations on the back of that... "

Content and Data Operations

Content operations management, coupled with data curation, cleansing and enrichment services, to effectively execute sales and marketing strategies.

Platform-based Transaction Services

Expertly crafted digital platforms and solutions to eliminate friction in transaction processing (across data, documents and people), enabling faster, secure and customer-friendly processes.

Product & Platform Support

Valuable resources and support for digital products such as healthcare wearables, in conjunction with first-level tech support for underlying platforms.

AI/ML Model Enrichment

Algorithms for training AI/ML models, combined with analytics and visualization, to unlock business potential and drive growth.

Partnering for

  • Co-located leadership team with deep experience in working with CMT and Born Digital companies.
  • Agile start-up like culture combined with nimble, empowered teams.
  • Distributed operating model for access to on-demand workforce – 80% of our employees are currently deployed on this model.
  • Extraordinary partner ecosystem to stay ahead of the rapid pace of change, complexity and disruption in the industry.
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