Digital Innovation Strategy
Firstsource Solutions wanted to boost its operational efficiency, ability to quickly ramp to adjust peak and seasonal demands and lower costs. The company therefore upgraded its legacy telephone infrastructure in India, UK and Manila and migrated from TDM (Time-Division Multiplexing) to SIP (Session Initiation Protocol). Firstsource designed the complete architecture and framework for the movement to SIP technology covering in excess of 4000 seats across geographies. By leveraging its existing call recording solution, the company has invested into interactive analytics and offers customised solutions in areas of speech and text analytics. Its practice in the areas of workforce management, including launch of new features which include gamification and real-time adherence is opening new avenues for additional revenue generation. Deployment of bots has been its newest offering and the business is already benefitting from it. FSL has moved away from traditional firewalls to next-generation firewalls having the abilities for intrusion prevention, advanced malware protection, URL filtering and application visibility. For strengthening its security, the company migrated to a new gateway and firewall which have features like AMP, antispam, antivirus, outbreak filters, DLP, encryption, and multi-layered protection.