Firstsource Solutions Named Leader in NelsonHall CX Evaluation
Filing Summary
Firstsource Solutions Ltd, a global provider of business process management services, has been recognized as a Leader in the 2025 NelsonHall NEAT evaluation for CX Services Transformation. The evaluation highlights Firstsource’s capabilities in delivering transformation at scale across the customer experience lifecycle. Key strengths identified include AI-powered platforms, vertical expertise, and outcome-based commercial models. The recognition underscores Firstsource’s position in the CX services market, emphasizing its focus on technology-driven solutions and strategic acquisitions to enhance transformation capacity.
On December 17, 2025, Firstsource Solutions Ltd announced its recognition as a Leader in the 2025 NelsonHall NEAT evaluation for CX Services Transformation. The evaluation assessed Firstsource’s ability to deliver transformation at scale across the customer experience lifecycle, resulting in the company being named a Leader in the Overall Market Segment.
The NelsonHall analysis identified several core strengths of Firstsource, including its use of AI-powered platforms, deep vertical expertise, and outcome-based commercial models. The report noted measurable revenue and efficiency impacts across industries, ongoing investments in talent, multilingual AI innovation, and targeted acquisitions that enhance both vertical depth and transformation capacity.
Ashish Chawla, Head of CX & Consulting at Firstsource, highlighted the company’s shift from traditional service models to modular, AI-first ecosystems. This approach, termed UnBPO™, focuses on reimagining outsourcing as a platform-led model that emphasizes speed, scalability, and decision-making capabilities. The strategy aims to redefine customer experience delivery, focusing on operational resilience and commercial alignment.
Ivan Kotzev, Lead CX Services Analyst at NelsonHall, commented on the market’s shift towards technology-first, domain-specific capabilities. Firstsource is addressing this shift by acquiring vertical and horizontal assets, creating and adopting GenAI-powered technology, and prioritizing revenue generation competencies. The company is also promoting outcome-based pricing to support continuous innovation.
Firstsource Solutions Ltd, part of the RP-Sanjiv Goenka Group, is a global leader in business process solutions and services. The company operates across various industries, including Healthcare, Banking and Financial Services, Communications, Media and Technology, and Retail. Firstsource leverages its UnBPO™ approach to deliver future-focused solutions that drive speed, scale, and smarter decision-making, turning transformation into tangible results for clients.