Firstsource Selects NICE WFM Cloud to Unlock the Power of Digital Transformation

  • Global provider of business process services moves from on-premise workforce management solution to NICE’s cloud-based technology to reduce costs, increase efficiency and improve services

NICE announced that Firstsource Solutions Ltd., a global business process solutions provider and an RP-Sanjiv Goenka Group company, is transitioning its workforce management operations to the cloud with NICE’s Workforce Management (WFM) suite, as part of its “Digital First, Digital Now” strategy. The company’s move to NICE’s WFM cloud environment enables dynamic real-time performance tracking capabilities, including supporting adherence to service level expectations and regulations across the various sectors Firstsource serves.

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Saurabh Sharma, Head, Workforce Management, Firstsource, said, “With its sophisticated machine learning capabilities, NICE WFM will help us rapidly onboard clients, expand our services, and ensure alignment across our omnichannel front end and intelligent back-office operations, in turn reducing costs for our clients. It’s a perfect fit for our strategy of providing transformational tech-based digital solutions to our clients.”

Barry Cooper, President, Workforce and Customer Experience, NICE, said, “NICE is pleased to be a part of Firstsource’s move to the more dynamic and responsive cloud environment for its workforce management activities. NICE WFM is a cutting-edge solution that’s especially valuable for the IT industry, as it streamlines onboarding of new clients and processes, provides effective AI-based assessments of demand for transaction-per-minute or outcome-based pricing models, and uses intelligent scheduling for optimal occupancy in hourly, FTE or global agent payment scenarios. The result is an impact on contact center efficiency and effectiveness that can be measured in improved agent productivity and performance, reduced operating costs, increased customer retention, and higher revenue.”

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Firstsource, a NICE customer for ten years, helps more than 150 global businesses — across banking and financial services, healthcare, communications, media and technology and diversified industries – accelerate their digital transformation journey. The company has a global workforce of more than 28,000 people in the United States, the United Kingdom, India and the Philippines. The shift to NICE’s cloud-hosted environment creates a long-term workforce management strategy for Firstsource, which is supported by seasonal license flexibility and regular technology upgrades.

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