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Firstsource Solutions has earned dual analyst recognitions for its Banking Operations capabilities – named a Leader and Star Performer in the Everest Group Banking Operations – Services PEAK Matrix® Assessment 2025 and a Leader in the NelsonHall NEAT 2025 evaluation for GenAI & Process Automation in Banking across both Operations Services and Process Automation Services.
Vivek Sharma, Head – BFS, CMT & Emerging Geos, Firstsource, shared, “Being recognized by Everest Group and NelsonHall validates the direction we're taking in banking operations – moving from labor-centric models to AI-native, outcome-driven operations. This acknowledgement reinforces our commitment to scale pragmatic Gen AI and automation across banking workflows and partnering with clients to deliver measurable impact with speed and confidence.
Our UnBPO™ and BPaaS approaches, combined with agentic AI and domain-led platforms, are helping banks move from pilots to enterprise production – accelerating decisions, strengthening compliance, lowering cost-to-serve and improving customer outcomes across lending, payments and servicing.”
Firstsource Solutions has been named a Leader in CX Services Transformation in the NelsonHall NEAT Evaluation for CX Services Transformation. NelsonHall's assessment of Firstsource's ability to deliver transformation at scale across the full CX lifecycle resulted in the company being named a Leader in the Overall Market Segment.
NelsonHall's analysis highlights Firstsource's combination of:
The report also notes measurable revenue and efficiency impact across industries, ongoing investments in talent, multilingual AI innovation, and targeted acquisitions that expand both vertical depth and transformation capacity as key enablers of Firstsource's CX transformation leadership.
Firstsource Solutions announced a strategic investment in Lyzr.ai, a cutting-edge enterprise AI agent infrastructure platform that enables organizations to build secure, reliable, and interconnected AI agents anchored by comprehensive knowledge bases, orchestration, and robust responsible AI governance.
This investment marks a significant milestone in advancing Firstsource's UnBPO™ vision – a bold reimagination of how work gets done by seamlessly blending human ingenuity with enterprise-grade, responsible AI. UnBPO™ embodies a transformative shift from traditional outsourcing and labor arbitrage toward technology arbitrage that enables organizations to become more adaptive, intelligent, and purpose driven.
Lyzr.ai's agent infrastructure is already driving impactful use cases across diverse industries, including customer experience, healthcare claims negotiation, banking KYC, IT ticketing, and legal contract intelligence. These align directly with Firstsource's commitment to building practical, human-centered AI that generates real-world, measurable impact.
By embedding Lyzr.ai's agentic AI into its core operating model through UnBPO™, Firstsource is advancing outcome-driven, secure, and compliant automation of mission-critical, high-touch processes. The partnership embodies Firstsource's role as an orchestrator of ecosystem innovation, where responsible AI augments decision-making and fuels business transformation that is scalable, transparent, and sustainable.