Zappix Partners with Firstsource to Provide Visual IVR Solutions
Zappix, the leading Visual IVR and Customer Self-Service Solutions provider, has partnered with Firstsource, the leading provider of customized Business Process Management (BPM) services to bring modern automation and innovation to contact centers.
“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 personalized engagement with members and providers,” said Venkatgiri Vandali, President, Firstsource Health Plans, and Health Services business.
- 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 center 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 center interactions. Clients in the Firstsource ecosystem have long benefitted from its technology-led contact center capabilities and will now experience the benefits of Zappix Visual IVR as well.