BPO Firstsource partners with Nasdaq-listed NICE solutions

MUMBAI: Business process outsourcing company Firstsource Solutions said it partnered with Nasdaq-listed analytics firm NICE Solutions to improve its offerings to customers.

Indian BPOs have been attempting to move up the value chain in terms of services offered to clients as they look to improve their margins.

"Through our collaborative efforts with NICE Systems, we will continue to strengthen our service capabilities to enable rapid businesses transformation and achieve customer centricity across sectors and geographies," Rajesh Subramaniam, chief executive of Firstsource, said in a statement.

The statement said Firstsource would use the real-time analytics to monitor customer interactions to drive higher customer satisfaction, revenues and reduce call volume.

Firstsource is increasingly targeting analytics to improve its offerings. In September, the company picked up a minority stake in Bangalore-based Nanobi Data and Analytics.