Vendor Analysis
published on Oct 22, 2025
Report Overview:
This NelsonHall assessment analyzes Firstsource's offerings and capabilities in CX Services Transformation.
Who is this Report for:
NelsonHall’s CX Services Transformation 2025 profile on Firstsource is a comprehensive assessment of Firstsource’s offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CX Services and identifying vendor suitability for CX Services Transformation RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the CX Services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Firstsource’s CX Services offerings, capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, challenges, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization, including the location of delivery centers.
Key Findings & Highlights:
In 2025, Firstsource defined its ‘UnBPO’ strategy. The UnBPO model aims to be a foundational shift from traditional offshore outsourcing towards domain-specific, AI-first delivery hubs and AI CoEs, focusing on technology arbitrage instead of labor cost arbitrage. The model breaks processes down at the sub-task level and applies agentic AI selectively. Firstsource wants to position itself as an orchestrator and distributor within an evolving technology ecosystem by embedding vertical-market AI tools into its offerings.
Outsourcing clients looking for a CX services vendor with a strong AI-powered technology portfolio addressing CX sub-processes for BFS, healthcare, and telecom, strong revenue generation capability, and CX transformation projects with outcome-based contracting, should consider this profile on Firstsource.
