Enterprise Product Support

Catering to Level 1 to Level 3 product support. This had been extended to offer premium support services - either language or near shore to end customer, dedicated (named) engineer services, focal support for key accounts. The TAC services have added capability to offer proactive services combined with some aspects of remote monitoring offered by MI.

This offering addresses the need for support and service organization to manage customer needs that are not technical and form the 1st point of contact. Our services are broken down to address both the front office needs that have high customer interaction and back end service administration. This also includes outreach services and other aspects of customer advocacy.

This primarily caters to professional services organization of the product companies that operates with TAC, Sales, Partner organizations. Our services are defined to extend remote support to field support for both break-fix and design and build on customer site. This service components such as design desk, channel sales group, BOM services help optimize PSO function by creating a back end PSO organization. The groups also have defined services to enable testing 3rd party components, solution testing and integration, development of custom builds ensure successful product roll out and adoption.

This service is defined to address the management of knowledge and content in the support space. The knowledge mining and analytics provides insights into aspects of customer voice, products and features, its usage, 3rd party stacks. Support 2.0 platform helps tap both structured and unstructured knowledge containers leading to a larger e-support strategy.

Knowledge Mining & Analytics(Knowledge Engineering), Support (2.0) implemented through the EDGE platform has all standard features and more. It seamlessly integrates with standalone CRMS and social CRMs. The EDGE can be implemented to provide a multi-tier collaboration framework, ideal for Enterprise Product companies for both their direct and channel based managed service business models. The EDGE platform also forms the central core of an E-support strategy that most vendors in the markets are adopting to strength their online presence. It helps them to exploit inexpensive means of driving product adoption and also deflect calls to the web as an effective alternate to support through phone.

The Knowledge Engineering Framework is a result of our vast enterprise support experience. The Knowledge engineering process can handle all the core functions of enterprise product manufacturers across Product & Design, Business, Sales & Marketing, and Operations & Delivery.

Knowledge Engineering Services:

Customer Analytics:

Customer intelligence, visibility, customer-centric orientation, and customer's wish-list by consolidating customer information that is available in multiple silos.

Business Research:

Discover unique opportunities for Sales & Marketing.

Process Analytics:

Business Process Analytics provides drill-down and slice and dice capabilities from various perspectives for extensive process analysis and reporting. Derivations of general and specialist advisory based on analytics rendered across historic and real-time data.

Product Analytics:

Analyze across a series of product performance dimensions throughout the product's lifecycle - Product reliability, maintainability and costs.

Technology Analytics:

Analysis and reporting across business service configurations, linking incident and problem data with configuration and relationship data.

The ETAS aspect of this and the scale at which support is delivered easily gives us an edge over Tier 1-3 players in this space. Adding remote monitoring and management components to the ETAS offering enables us add some very interesting proactive support strategy to an existing solid support model.

The testing based support includes feature testing, product validation and interops. This pitch has certainly helped us gain access into accounts and opportunity where the support volume was low. Testing in the following areas has also been a logical cross sell with the ability to translate support cases into test cases" strengthen the test plan and overall product maturity.

With ETAS working with Product companies and their customers and MI servicing the IT Operations, TAC+NOC+Service Desk is a pitch that several of our customers will likely use to grow their business services. Leading telecom equipment manufacturers have shown interest and are pursuing this actively. Specifically the progress in the Wireless space - where we have created a WLAN Management framework - addresses using Airwave NMS to deliver controller and access point management and an integrated workflow for helpdesk to manage. Wireless end users, customer care and technical support form the layer on top of this service for product support.

CSS Corp has enormous enterprise applications product support & maintenance expertise and engagements. Today we serve end to end support services for technology products leveraging our expertise in Managed Support, Testing Services, and Product Lifecyle Support. Our strengths are support and package support through both remote and onsite models which work 24/7.

By 2012, 80 per cent of all commercial software will include elements of open-source technology. Many open-source technologies are mature, stable and well supported. They provide significant opportunities for vendors and users to lower their total cost of ownership and increase returns on investment. Ignoring this will put companies at a serious competitive disadvantage.

—Gartner 2008

With the market driving OPEX optimization strategies, Open source adoption is growing in several areas verticals like e-governance, healthcare, education and ICT. The market opportunity in the open source world given the open licensing presents itself with varied business models that we can take advantage as a services player. Open Source Practice of CSS Corp is setup to address the rapidly growing need for services around Open Source products by offering technical support and professional services to the enterprises adopting Open Source products and to the vendors of open source products / services. We are a specialist provider of offshore technical support services, creating and delivering knowledge-centric support solutions aimed at improving the end-user experience. Our experience of supporting a diverse range of technology products has helped us evolve mature technical support processes that help us stay customer focused. CSS Corp has extensive experience of working with major players in the areas of virtualization, Cloud Computing and telecommunication vendors with substantial open source component.

• The competency building exercise in open source and our ETAS capabilities supporting commercial license based software providers will give us access to a niche market players of about 500 companies from startups to medium and large logos to go after in the PLS space.
• Build strong solution set to gain direct market access to ride the open source adoption wave
• Offer 3rd party support for enterprises embracing open stacks
• Forge partnerships to strengthen and market our solutions, more importantly gain a access to market for leads to overcome our sales weakness and also benefit from larger wallet share on the implementation of these solutions.
• Grow CSS Corp's core competencies in advanced services, community support, shared support, 3rd party support areas given the nature of open source engagements.

Our Open Source Services include:

Support Services

• Technical Support - Commercial / Community
• Customer Support - Subscription / Entitlement Management
• Proactive Managed Services - Monitoring and Management

Knowledge Services

• Technical Documentation
• Knowledge Engineering

Professional Services

• Turnkey solutions for Open Source adoption
• Performance Engineering
• Training

Areas of Specialization

• Virtualization
• Cloud Computing - IAAS/PAAS/SAAS
• Management & Monitoring
• Unified Communications
• Storage Technologies
• Operating Systems
• Performance Engineering

CSS Corp Solutions also include:

• Linux adoption in Enterprises
• Telephony
• Messaging Systems on Linux platform
• Training Services

With the core strength of ETAS in the area of Enterprise Telecom and Networking, it was the right thing to do to leverage the understanding of this space( Alcatel, Nortel, Avaya products and their UC offerings) to build capability around Open source telephony. Asterix as a platform is the most widely used and several other add-ins become part of the growing feature sets that can be offered as part of the solutions. We have over this period developed in the "ETAS lab", about 40+ features that are typically of installs. Today we have seen that while there is a direct needs to open source based environments, we have also worked jointly with our Consumer Support business unit to offer some of these solutions, where their clients are looking to reduce the CAPEX on technology elements for call center operations.

Zimbra Solutions is part of VM Ware Solutions. Under this we offer Partner Support, Migration from proprietary mailing solution to Open Source Zimbra Server Consolidation, High Availability & DR Roll out of VDI Migration from other virtualized platforms to VMware.

Under this section, we offer Ubuntu Desktop, Ubuntu Server, Ubuntu Enterprise Cloud Landscape - Monitoring & Configuration Management service, On-site Support.

Here we offer Massively Scalable Clustered Storage Solutions, Scalable NAS for Virtualization Platforms - VMStor

Here our offerings include Backup and Recovery for desktop/laptops/Servers & Cloud backup, Backup and Recovery of application data - MS-Exchange, MS-SQL, MySQL etc.