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Firstsource- Transforming Customer Management Services through analytics

Firstsource- Transforming Customer Management Services through analytics

Who Is This Vendor Assessment 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 tobenchmark themselves against their peers
Financial analysts and investors specializing in the support services sector.

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-youuse subscription model.Firstsource offers CMS analytics as an embedded service.Firstsource offers analytics in customer management services in:

Data management
Predictive and prescriptive analytics
CX consulting and process optimization.

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

Identification of the company’s strategy, emphasis, and newdevelopments
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.

1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability and Partnerships
4.1 Delivery Capability
4.2 Platforms and Intellectual Property
5. Target Markets
6. Strategy
7. Strengths & Challenges
7.1 Strengths
7.2 Challenges
8. Outlook

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