Firstsource

Firstsource Solutions Limited, founded in 2001 and headquartered in Mumbai, India, is a publicly traded global business process management company and part of the RP-Sanjiv Goenka Group. The platform enables near real-time analysis to improve associate productivity and Net Promoter Scores. Its UnBPO framework integrates automation, AI, and workflow orchestration to modernize customer operations. Firstsource supports Global Capability Centers with scalable analytics teams, AI-driven insights, and omnichannel engagement solutions.

The company operates delivery centers across India, the Philippines, the UK, and the US, serving enterprise clients in healthcare, banking, financial services, communications, media, and retail sectors. Recognized as a Leader and Star Performer in Everest Group Banking Operations PEAK Matrix Assessment 2025 and a Leader in NelsonHall NEAT 2025 for GenAI and Process Automation in Banking, Firstsource combines domain expertise with a digital-first operating model. With approximately 30,000 employees globally and a strong presence in India BPM ecosystem, Firstsource continues to expand its AI and data analytics capabilities.

Firstsource specializes in customer lifecycle management, data analytics, and intelligent automation. Its proprietary firstCustomer Intelligence platform leverages speech and text analytics to derive actionable insights from customer interactions, analyzing sentiment, emotions, and behavior across voice, chat, email, and social media channels. The company Analytics First framework harnesses machine learning across structured and unstructured data to predict customer behavior and optimize engagement strategies. Its relAI platform embeds agentic AI for automation, knowledge surfacing, and workflow orchestration, enabling GCC clients to achieve measurable operational impact and transform customer experience through intelligence-driven decision-making.