Stay ahead with satisfied customers: US telecom giant partners with Firstsource for improved customer satisfaction and annual cost savings of $140K Case study Background A leading telecommunications provider in the US (internet, television and TV) with a subscriber base of over 28 million customers approached Firstsource to help understand the factors impacting their customer satisfaction levels. 1Business challenge Our First Customer Intelligence (FCI) analytics tool measures customer sentiment, emotions and behaviours across an omni-channel environment. Through FCI, we can bring structure to customer interactions and combine them with existing structured data to arrive at actionable insights. These are drawn from an in-depth, real-time analysis of customer engagement on voice and non-voi

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