FCI: Customer Intelligence Solution

FCI is our proprietary customer intelligence solution, designed to deliver actionable insights from customer interactions, enabling a better customer experience.

FirstCustomerIntelligence (FCI)

FirstCustomerIntelligence (FCI) tool derives actionable insights from customer interactions. The focus is on in-depth and near real-time analysis of customer inputs – sentiment, emotions and behaviour across multiple communication and feedback channels.

FCI uses speech and text analytics to capture interactions (calls, web chat, email, self serve) and customer feedback across different channels (social media, CSAT surveys and reports). Powered by Firstsource’s Customer Insight Framework, FCI recognises customer sentiment, emotions and behaviour across multiple communications channels at an early stage in the interaction.

FCI uses call and text analytics to identify avenues for productivity and NPS improvements, inculcating empathy during the voice conversations, identification of action words and key customer drivers for productivity and efficacy improvement of agents.

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Benefits of implementing FCI

  • Reduced customer effort
  • Improved customer experience
  • Reduced churn
  • Reduced cost-to-serve
  • Increased customer life time value
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Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

Trusted by FTSE 100 & Fortune 500 companies

We believe in long term partnerships - over half of our clients have been with us for 7 years or longer

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

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