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Firstsource - CX Services Transformation

Vendor Analysis

by Ivan Kotzev

published on Jan 24, 2024

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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 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 content moderation, trust and safety, and content development 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 Transformation 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:

This NelsonHall vendor assessment analyzes Firstsource’s offerings and capabilities in CX Services Transformation.

Firstsource targets a 10-15% growth of the CX services business into 2024, with the expectation that it will need to jointly invest with the buyers in innovation funds, technology, and consulting. Its USP is the ability to realize the optimal value from different technology implementations and digital assets.

Outsourcing clients looking for a CX services vendor with strong domain-specific offerings in healthcare CX, advanced sales and retention practice, and experience with agent assist genAI technology, should especially consider this profile on Firstsource.

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