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Firstsource - Transforming CMS through Analytics

Vendor Analysis

by Ivan Kotzev

published on Oct 11, 2016

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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. 

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Capability
  • Platforms and Intellectual Property
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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