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Search within: Customer Experience Services:

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Contracts Database

for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

These documents are available to logged in clients that have purchased access to this program.

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Confidence Index:

for Customer Experience Services

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

Join NelsonHall Customer Experience Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global Customer Experience Services market.

For a sample report and details of how to join NelsonHall's Customer Experience Services Confidence Index, please contact us

Firstsource - Transforming CMS through Analytics

Vendor Analysis

by Ivan Kotzev

published on Oct 11, 2016

Access to this report is restricted to logged in clients with access. Login to get full access

Report Overview:

This NelsonHall vendor assessment analyzes Firstsource's offerings and capabilities in Transforming Customer Management Services through analytics.

Who is this Report for:

NelsonHall’s Transforming Customer Management Services (CMS) Through Analytics profile on Firstsource is a comprehensive assessment of Firstsource’s offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs 
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers 
  • Financial analysts and investors specializing in the support services sector. 

 

Scope of this Report:

The report provides a comprehensive and objective analysis of Firstsource’s CMS analytics offerings and capabilities, and market and financial strengths, including: 

  • Identification of the company’s strategy, emphasis, and new developments 
  • Analysis of the company’s strengths, weaknesses, 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 locations. 

Key Findings & Highlights:

In November 2014, Firstsource acquired a minority stake in nanobi Analytics. The Bangalore based nanobi was established in 2012 and  offers Analytics-as-a-Service to enterprises on a cloud based pay-as-you- use subscription model. 

Firstsource offers CMS analytics as an embedded service.

Firstsource offers analytics in customer management services in:

  • Data management 
  • Reporting
  • Analytics
  • Predictive and prescriptive analytics
  • CX consulting and process optimization. 

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