Firstsource Solutions has been recognized as a ‘Leader’ in Digital Operations within the ISG Provider Lens® 2025 Contact Center Customer Experience Services Quadrant Report. The recognition validates Firstsource’s strategy in transforming customer experience operations, emphasizing its UnBPO™ framework, deep domain expertise, strategic investments like Ascensos and Quintessence, and global delivery expansion. This leader position will enable Firstsource to further scale its next-generation CX capabilities.
Industry Recognition
Firstsource Solutions has been named a ‘Leader’ in Digital Operations in the ISG Provider Lens® 2025 – Contact Center – Customer Experience Services Quadrant Report. The announcement was made on November 25, 2025.
Key Strengths
The assessment highlights several key strengths of Firstsource, including:
- UnBPO™ framework: An AI-first, modular CX architecture designed to modernize traditional BPOs into future-ready customer experience platforms.
- Deep domain expertise: Proven vertical capabilities across healthcare, telecom, retail and other sectors.
- Strategic investments: Targeted acquisitions, including Ascensos and Quintessence, which deepen retail and revenue-cycle capabilities respectively.
- Global delivery expansion: Accelerated presence in North America, UK, Ireland and ANZ to deliver agility and reduce location dependency.
- AI & analytics innovation: Applied AI, ML and RPA to optimize workflows and deliver measurable business outcomes.
- Human-centric delivery: Focused enablement and upskilling to equip agents for complex, higher-value interactions.
Initiatives and Expansion
The report also highlights initiatives such as the Agentic AI Studio and an expanded partner ecosystem as key enablers of modular, agentic workflows. Firstsource is also recognized as a Rising Star in Intelligent Agent Experience and Intelligent CX.
Executive Perspective
Ashish Chawla, Head – CX & Consulting, Firstsource, stated, “This recognition reflects the work we’re doing to help enterprises reimagine customer experience for a world where success is measured not only by efficiency, but by sentiment, loyalty, and lifetime value. The future of CX isn’t linear—it’s modular, AI-first, and purpose-built around business outcomes.”
Analyst Commentary
Namratha Dharshan, Chief Business Leader, ISG, noted, “With its UnBPO™ framework, strategic acquisitions and targeted geographic expansion, Firstsource is redefining CX by combining AI-first, modular architectures with deep domain expertise to deliver measurable business outcomes.”
Source: BSE