Consumer satisfaction, customer experience, and consumer sentiment are terms that have gained greater significance as the omnichannel era integrates with traditional customer communication technology.
According to a report by Frost & Sullivan (News - Alert), titled Technology-Enabled BPO: Meeting the Omni-channel Consumer Head On, BPO service providers are busy investing in new solutions and processes that can translate into enhanced value for clients and end consumers.
In this context, Firstsource Solutions Ltd., a global business process management (BPM) company, has been lauded by Frost & Sullivan for the development and deployment of its first customer intelligence (FCI) product, which adds value to its clientele by providing a holistic view of customers at a very early stage in customer interaction.
“FCI is one of the most popular technology based propositions we’ve developed and deployed this year,” said Iain Regan, executive vice president of sales and client services at Firstsource.
What appealed to Frost & Sullivan was the strength of the product and its ability to unearth data that could well prove to be a veritable gold mine.
The tool aims to give companies a 360 degree view of customer experience, helping them understand faster and better how customers’ preferences have evolved, the quality of service delivered, how these need to be delivered and how customer concerns need to be handled.
Michael DeSalles, principal analyst at Frost & Sullivan, depicts FCI as an easy-to-deploy solution that can tap into customer sentiment, emotions, behavior, tastes, preferences and buying patters deeper than before. Also, actionable insights can be drawn from an in-depth, real-time analysis of customer interactions on all customer service channels.
Regan considers FCI to be a technology that can be implemented to improve customer experience, not only in contact centers but also in sales and marketing. Hence, FCI can also be deployed for tests campaigns, product launches, market hypothesis as well as customer profiling.
Firstsource Solutions has been providing outsourcing services to leading firms across the globe, and believes its new tool can give new insight into customer engagement that will help reduce cost, and increase revenue across all channels.