Zappix, the leading service provider for Visual-IVR and On-Demand Apps, has partnered with Firstsource Solutions, a global provider of customized Business Process Management (BPM) services, in its vision to transform customer care through self-service and automation.
The Zappix solution will add to Firstsource’s capabilities to deliver fast, on-demand, self-service customer support through automated visual interactions.
“On-demand service is the need of the hour. This partnership with Zappix will help Firstsource improve the member experience for our Healthcare clients. We will be using it to empower end-customers with effective self-service options and increase personalised engagement with members and providers,” said Venkatgiri Vandali, President, Firstsource Health Plans, and Health Services business.
Businesses using the combined efficiency of FirstSource and Zappix benefit from:
- An efficient self-service customer service channel, reducing the number of calls reaching live agents
- Reduced in-queue waiting time and more bandwidth for agents to focus on complex calls leading to better customer satisfaction
- Reduced Average Handling Time (AHT)
- Improved customer experience (CX) through easy to use, visually appealing self-service solutions with faster resolutions
- Quick launch and integration: thanks to pre-integrated CRM and self-service tools
“The Zappix partnership with Firstsource Solutions provides end-customers with on-demand customer service and a modern customer experience (CX) that has become mission-critical for businesses today,” said Yossi Abraham, Zappix president. “This partnership aligns with Firstsource’s Digitally Empowered Contact Center solution, delivering omnichannel interactions with self-service capabilities for end-users while allowing businesses to enjoy being at the forefront of call centre technology.”
Firstsource’s Digitally Empowered Contact Center offers businesses a vision of the future of customer service and the path to get there. As a large percentage of customers are looking for straightforward information, automated tools like Zappix Visual-IVR will let these customers find the resolution they are looking for through the self-service experience they want.
Through this partnership, Zappix will help Firstsource’s clients implement new digital solutions for modern customer service and contact centre interactions. Clients in the Firstsource ecosystem have long benefitted from its technology-led contact centre capabilities and will now experience the benefits of Zappix Visual IVR as well.
Zappix delivers On-Demand Customer Service Solutions: Visual IVR, On-Demand Apps, Outbound Engagement, and Robotic Process Automation (RPA). The cloud-based solutions improve the customer journey during contact centre interactions. The open platform enables workflow automation, rapid deployments, and seamless integration to back-end systems (CRMs, ERPs, etc.), and IVRs, and provides a comprehensive Analytics Suite.
The Zappix solution provides significant benefits and ROI: reducing costs by increasing containment rates for contact centers, improving customer experience and Net Promoter Score (NPS), creating new revenue opportunities using targeted promotional banners and automation of revenue-generating use-cases.
To learn more about Zappix, go to http://www.zappix.com
About Firstsource Solutions
Firstsource Solutions Limited, a RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN), is a leading global provider of customised Business Process Management (BPM) services to the Healthcare, Telecom & Media and Banking & Financial Services industries. The company’s clients include Fortune 500 and FTSE 100 companies. Firstsource has a ‘Right-shore’ delivery model with operations in the US, the UK, India, and the Philippines.