2017

CSS Corp Working on AI and IoT based Solutions to provide better IT services

The solutions would help with streamlining customer data, extract insights to identify customer propensities and offer context

-driven support with a human-like interaction. Also, the company is investing in SDN Services and Solutions i.e. Software Defined Networking Solutions (SDN) and Network Function Virtualization (NFV automation services) to improve the efficiency of its services

Global technology company CSS Corp is working on new solutions which would be integrating capabilities of artificial intelligence, machine intelligence, analytics and Internet of Things (IoT) thereby helping the company provide better IT services and technical support to its clientele.

The company is responsible for supporting 30 out of 50 telecom companies in the world.

In an interaction with ET Telecom, the company’s CEO Manish Tandon told about the five new solutions that the company is working on namely Auraa, Active Insights, Cognitive Customer Experience Platform, Premium Tech Support, and Cloud Transformation suite.

The solutions would help with streamlining customer data, extract insights to identify customer propensities and offer context-driven support with a human-like interaction. Also, the company is investing in SDN Services and Solutions i.e. Software Defined Networking Solutions (SDN) and Network Function Virtualization (NFV automation services) to improve the efficiency of its services.

The company is based out of Chennai and Bangalore and has a head-count of 5500 technology professionals in 16 of its global centers across the world.

We recently recruited 30+ Data Scientists and Data Engineers in India to augment our platform capabilities as a part of the Digital COE. This team is instrumental in building AI, Machine Learning and automation solutions,” said Tandon.

We are seeing significant acceptance for our digital services like Insights as a Service and Conversational AI among our customers in the telecom sector,” added Tandon.

CSS Corp recently collaborated with BITS Pilani to launch the ‘Earn as You Learn’ which is a specialized M.Tech work integrated learning program.

Preview: ETCIO

Six Cloud Trends That are Making Waves in 2017

As CIOs and IT leaders rely on the cloud to grow their businesses, new trends and innovations will continue to emerge and reshape the future.
Cloud is no longer a buzzword that is only popular in big businesses, but, has trickled down to the masses. It is woven in our everyday lives, in the way we communicate, listen to music, watch movies, and store or share our data. Cloud has also dramatically transformed the way business is conducted. Recent studies have shown that businesses employing cloud services improve their productivity and grow 19.6% faster than those that don’t.

The digital economy we operate in, marks the boundless growth of new age technologies such as IoT, big data, real-time data capturing and analytics, and on-demand services. In this aggressively competitive scenario, cloud provides a conducive environment to create a lean, flexible, and responsive digital eco-system that is required to navigate the rough tides of the connected world.

Here are some key cloud trends that impact IT strategies in 2017 for organizations looking to deploy cloud services:

1. Cloud 2.0

A new era in cloud technology has begun. From ‘cloud first’, companies are moving to ‘cloud only’. As per IDC Chief Analyst Frank Gens, cloud implementation is “moving beyond experimentation towards mass enterprise adoption.” Cloud 2.0 is about doing more with the data that is stored in the cloud- analyzing the patterns in data, identifying anomalies and drawing insights. According to Diane Greene, Senior VP of Google’s cloud businesses, organizations should reflect on the question, “Now that you’re in the cloud, how do you take advantage of it so that your business can operate at a whole new level?” Powered by Machine Learning and intelligent analytics, Cloud 2.0 is moving from mere storage to data analysis and more.

2. Cloud Containers

It is believed that the use of cloud containers will become more widespread. The portability, flexibility, and cost-efficiency in operations that containers enable, are the reasons for their increasing popularity. According to cloud experts, containers will be used for deploying solutions to solve real-world business problems. Companies will use them to provide new services that are secure, efficient, elastic, and scalable.

3. Cloud Microservices

Harnessing the real potential of cloud is possible through the use of microservices architecture. Cloud microservices is used for creating new applications, as well as for utilizing existing ones. This is especially useful for companies migrating to the cloud, which can create microservices around existing applications, thereby easing the transition. When combined with containers, microservices can bring to the forefront, the features of scalability, re-usability, and resilience that cloud promotes.

4. Cloud APIs

Cloud Application Programmer Interfaces (APIs) are becoming increasingly customer-centric. Being consumer focused is having a positive impact on their quality, maturity and scalability rate. Event economy (If This Then That), web automation, and digital transformation are fueling the growth of cloud APIs, as APIs help in the adoption and development of automation for businesses and consumers. APIs are playing a vital role in business because of their ability to integrate platforms and apps. They are able to remove barriers to revenue growth by facilitating the swift launch and scalability of business models.

5. Server-less Computing

Server-less Computing is a key trend that is bound to grow as it requires far fewer infrastructure resources and eases the load on developers. As the adoption of ‘Function-as-a-service’ increases, server-less computing will rise to support the shift from DevOps (scripted automation) to NoOps (intelligent operations). In line with AI, analytics, and automation, server-less computing will contribute to the creation and use of smarter machines that save time, effort, and money.

6. Cloud Security

Security still remains a concern for companies moving to the cloud, though, there is an increase in the number of organizations that are transitioning. In order to ease their worries, data security in the cloud will have to step up. The cloud is expected to be a strong provider of security as a fundamental offering. Storage options, flexibility, easy deployment, and scalability are features of the cloud that enable it to ensure complete safety of data.

Impact of Cloud Trends 2017

The trends affect multiple aspects of business – growth, cost, revenue, customer experience, and ability to innovate. As these aspects tend to be interconnected, we have examined the impact on the following key factors:

1. Enhanced Customer Experience

Cloud 2.0, being the era of data analytics, real-time intelligence, AI, automation, and machine learning, will enable organizations to understand customers and provide a seamless experience across multiple channels. E-commerce, loyalty programs, and on-demand support are examples of cloud services that aid in providing superior customer experience.

2. Reduced Total Cost of Ownership (TCO)

On account of being virtual, cloud is more cost efficient than physical infrastructure. Cloud technologies such as server-less computing are bound to reduce costs even further while increasing the organization’s productivity and efficiency. Also, the benefits of agility, flexibility, and scalability that the cloud provides, have long-term impact on optimizing costs.

3. Improved Agility and Business Intelligence (BI)

Cloud APIs help in the faster implementation of business models and their scalability. This means businesses can quickly respond to changes in the market using innovative strategies. Additionally, companies can draw actionable insights by processing and analyzing raw data in the cloud. These insights prove to be a solid base for developing innovative products, services, and solutions.

Leveraging Cloud to Grow your Business

As clearly indicated by the above trends, while there are immense benefits in moving to the cloud, jumping onto the cloud bandwagon without proper knowledge or guidance is far from a prudent business move. For companies to remain updated, relevant, and competitive in a world that is dominated by rapidly evolving technology, they need to have a strategic cloud framework in place that is agile, efficient, and flexible. Partnering with the right solution providers can give companies that edge.

The Road Ahead

As CIOs and IT leaders rely on the cloud to grow their businesses, new trends and innovations will continue to emerge and reshape the future. The use of hybrid models of public and private clouds will become the norm, as organizations use multiple different providers for specific services. Further, companies will have to invest in training the workforce to augment their cloud skills and incubate newer technologies.

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CSS Corp wins NASSCOM customer service excellence award 2017

CSS Corp, a new-age IT services and technology support company, has been named as the winner of the Customer Service Excellence Award 2017 by NASSCOM, India’s premier IT industry body.

CSS Corp emerged as a leader in the transformation category for its proven capabilities in creating additional revenue generation opportunities for clients globally through its proprietary tech support and analytics platforms.

The NASSCOM Customer Service Excellence Awards – 2017 were given out on October 12th, 2017 at their prestigious BPM Summit 2017 to recognize innovations by organizations that deliver highly personalized, outcome driven and revenue focused services to their customers.

CSS Corp has been redefining customer engagement by focusing on enabling customers in generating additional revenue streams by leveraging new-age technologies to understand customer behavior. CSS Corp’s REAP (Revenue Enablement and Profitability) Framework – Growth Navigator Suite offers a gamut of modular solutions covering Premium Tech Support, As a Service Model, White Labeled Managed Services and Professional Services.

Known for rapid adoption and success, this solution has created opportunity for faster customer acquisition, and generated new recurring revenue streams for global clients in IoT, Hi-Tech, Retail and Telecommunication sectors.

It is really heartening to see the pledge that the companies in the industry have taken towards enhancing business delivery for clients; today companies are working towards creating processes and leveraging new technologies to increase the delivery quotient of their customers. This trend will go a long way, helping firms in leveraging the technologies they invent today to ensure business sustainability in the future. Out of the 115 submissions received from 54 firms across the BPM industry, firms were adjudged on the parameters of Co-Creation, Process Improvements, Return on investment and Transformation, NASSCOM would like to congratulate all the companies who were felicitated as part of the same,” said chairman NASSCOM, Raman Roy.

We are thrilled to be recognized by NASSCOM. It is another indicator of our capabilities and positioning that helps drive unique value creation for and along with our clients. For the past 50 years, the primary focus of majority of large outsourcing contracts has always been to reduce cost, automate back-office business processes & manage IT remotely. Driving revenue for customers has been farfetched. IT vendors seldom discuss solutions whose value proposition is around helping customers generate new and additional revenue streams,” said chief executive officer CSS Corp, Manish Tandon.

At CSS Corp, we have created a compelling framework with innovative commercial models and engagement strategies that enable our clients to generate additional revenue and significantly reduce costs involved in managing support operations,” he added.

At CSS Corp, our mission is to consistently deliver high on customer requirements, while creating opportunity for additional revenue streams. We continue to see strong and growing traction for our solutions amongst some of the world’s leading brands and this recognition by NASSCOM marks yet another milestone in our journey towards becoming a trusted partner for enterprises globally,” said EVP, Chief Sales and Marketing Officer, Sunil Mittal.

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Demystifying the Digital Workplace

Digital is playing a significant role in disrupting workplaces.

What does the word ‘Workplace’ mean? The word has different meanings, for the baby boomer generation it is the traditional office set-up – meeting rooms, office desks and office phones. For  today’s generation, particularly the millennial, expected response would be centered around digital touch points, virtual personal assistants, tablets, SaaS based productivity tools, unified communication, chat, smartphones or instant messaging.

This article discusses how the digital workplace, along with consumerization of IT and new age technologies is changing the dynamics of today’s workplace.

Transforming the Workplace Digitally

Digital is prompting organizations across industries to reimagine their workplace strategies for better business success as the correlation between employee engagement and business performance is becoming increasingly relevant. Digital is playing a significant role in disrupting workplaces.

Today’s digital workplace is an always connected environment that enables faster and instant access to everything an employee needs. The digital workplace promotes employee collaboration, engagement and innovation through a consumer-like computing experience. Consumerization of IT and convergence of mobile technologies with social computing is changing the workplace dynamics. Proper planning, overall strategy, roadmap and execution are all linked to overall productivity and agility of the employees along with work engagement is required for a Digital Workplace.

Reimagining the Workplace with Digital

Generation Z, the demographic cohorts after the Millennials, are expected to enter the workforce in large numbers in the next few years. They, as consumers, expect personalized, user and persona based support solutions for their connected devices. To engage effectively with this demographic group, enterprises will need accelerate innovation and build a better workplace of tomorrow.

Here are the key trends that are driving the transition from the traditional workforce to a digital workforce:

Digital Dexterity

Digital dexterity is an organization’s ability to self-organize and adapt to evolving digital technologies in order to deliver more value to the customer. It is the level of adaptability to new technologies, evolving customer and market expectations, along with optimum resource allocation.

Digital Collaboration

Thanks to increasing consumerisation of IT technology and devices, an increasing number of digital workers are expecting the same ease of use with their work-related technology and tools, as any of their consumer related experiences (such as online shopping) in their personal lives.

Digital Innovation

The dynamic pace of the modern work environment means that employees must learn to adopt collaboration and productivity tools to get their work done easily and faster. The dependence on connected and collaboration devices has further accelerated the change, which is challenging for employers to meet the growing demands.

Device-Centric to a User-Centric Model

A revolution is occurring in today’s workplace. Personalization and consumerisation of employee engagement through digital has increasingly changed the way people work. With the continuous evolution of the workplace and employee expectations, businesses that do not adopt a digital workplace strategy, face the maximum risk with regards to employee engagement.

Digital Business Enablement

The digital workplace along with the supporting technology tools can transform information technology from a support-based function to a business-enabling function.

The digital workplace can provide the following business benefits through proper implementation:

Revenue Generation: Every day, we create 2.5 quintillion bytes of data — so much that 90% of the data in the world today has been created in the last two years alone. Digital applications can enable sales and marketing professionals to find the right resources and identify product up-selling or cross-selling opportunities for their customers. The rise of digital analytics tools, which involves the analysis of business data, can be used to drive a continuous improvement of the online experience for customers

Productivity Improvements: Improved workplace tools can save employee time and improve productivity. The implementation of a comprehensive digital workplace strategy can enable knowledge workers in their daily tasks through collaboration, communication, connection, and delivery

Improve the Customer Experience (CX): The use of data analytics tools and customer insights is critical for an organization to track their customer’s digital footprints. Structured customer data can provide valuable information on the type of transacting customers, the categories of products purchased, and the market demand for a product line. The CX factor can be managed effectively using digital analytics

Employee Augmentation

The optimum use of digital technologies can augment the capabilities of employees, particularly in the retail sector. Some of the trends that are helping employees include:

Cognitive technologies – to observe and analyze human work, and delegate common or routine work to digital assistants

Physical technologies – including advanced robotic technologies, which are compact and suitable to be integrated in any human workflow environment

Collaborative technologies – including software tools that can improve how product developers can create new products

Conclusion

Workplace innovation is critical to any business success, and depends on the business integration of emerging technologies that are appearing in the market. Emerging innovations in digital product technology can be integrated into the organization’s workplace strategy, after assessment of their business value.

The digital workplace has added differentiating value to the highly-competitive market, which has experienced new needs including mobility, seamless integration across technology devices, and global collaboration. With the rise of cloud-based services, the digital workplace is poised to become the new normal for providing new digital services to the customers, which cannot be delivered through traditional delivery modes.

Preview: BW Disrupt

Small deals here to stay, enough room for all

According to Nigam, the consumption patterns are shifting from back office to front, and the IT is revenue enabler and therefore the consumption of solutions would be smaller in nature

Nishikant Nigam, EVP and Chief Delivery Officer, CSS Corp, and an ex-Infoscion, speaks about the evolving role of the delivery officer how a mid-tier outsourcing firm finds its niche among the larger players, and why he thinks smaller deal sizes in the industry are here to stay over the next 3-5 years.

Here are some edited excerpts from the interview:

 

Q: How is the role of a Chief Delivery Officer changing, with automation being such a constant theme?

 A: IT itself, is in my opinion, firmly in the driver seat in terms of any enterprise and it is the differentiator, it is the revenue generator for those enterprises.

In the past, it was probably the back-office role, therefore the role of the Delivery Officer or a Delivery Head of any organization becomes much more important, it is more connected to the clients and the businesses to solve the business problems which are the technologies, which are fairly new and maturing very fast.

Earlier there was an era of large deals; you would see 50-100 million dollars deals, a lot of focus was on executing those deals to perfection and that was the delivery main role, but today, with deal sizes have become much smaller, and therefore all the organizations who are providing IT services have to be different.

 

Q: You are a mid-tier services company, how is the kind of deals that you get into different from your larger peers? Do you think large deals are going to make a comeback?

A: My view is not in the near term because the consumption patterns are shifting from back office to front, and the IT is revenue enabler and therefore the consumption of solutions would be smaller in nature.

So, we won’t see 100 million dollars deals. It’s already happening, those are not there in the market. I think we are still three to five years away from a time when technology disruption of this kind takes place.

You would see the consumption pattern would always be small because our clients are also figuring this out (new technology), it takes time. And therefore I don’t think that we are going to see that kind of deal size in the near term but at the same time, the excitement and the consumption would increase on the smaller deal size, there would be many such deals because when you play on the revenue side the pie is much bigger. In the next 2-3 years, you would see multiple such deals happening in parallel and that is where we are also seeing traction.

We are getting into that part of the business and seeing the consumption growth in terms of numbers.

 

Q: So, what are the technologies that clients are most excited about?

A:  Data is becoming the most important thing we all know that people say “Data is the new oil, data is gold”. So, I think that technologies which are going to deal with real-time data are going to be very very important. The enterprises today have to make real-time decisions on their consumer behavior and therefore you need to have solutions which can enable that.

Technology-wise, there are multiple technologies which would come together. It would be a combination of data science, AI, analytics, IoT, virtual assistance. All those technologies or a combination of them would provide those kinds of experiences to our customer’s customer.

 

Q: You mentioned AI and IoT you have also been investing very heavily, internally in these technologies, could you talk a little bit, about the Cognitive Customer Experience Platform platform and other initiatives?

A: We invested very heavily some months ago in our Innovation Labs.

We have around 50 plus User experience designers, extreme programmers, we have around 40 data scientists, who are only working in the labs. Therefore, all these guys, the great brains are coming together.

Cognitive Customer Experience Platform is our AI platform which is one of the platforms, which is ingesting a lot of data, it also helps in virtual assistant in real time, it can be applied to conversational commerce, and it can be applied in the tech support area of where it becomes an enabler

Active Insights is a customer intelligence solution. We are sitting on the huge amount of data from our customers where we can find patterns in that data, we can apply those patterns into real-time work, in terms of either benefiting the business process or helping in terms of making the hyper-personalized experience for their customers so all that can be done through that.

We also have a context-driven IT operations and automation platform called Contelli, which can be applied to any infra world hybrid eco-system. It can quickly bring down the total cost of ownership as well as it has very contextual automation and we believe on the cost side in the contextual automation.

 

Q: How are you finding people with the requisite skill set? Are you retraining internally?

A: These are specialized services and I think that there is enough talent because in our lab we don’t need more than 100 people. So, from that point of view, you can attract talent. There are those kinds of people available, they may not be in large numbers. Secondly, you also need to re-purpose, re-orient.

The other thing is to retain talent. The employees need to also see whatever they are doing, they are able to generate interest in our client’s organization, and they are also contributing to our revenue growth.

As word spreads, this is how more and more people come in.

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BITS Pilani Now Offers ‘Earn as You Learn’ in Association with Global IT Firm CSS Corp

The specialized M.Tech work integrated learning program will be offered at BITS Pilani to upskill newly joining CSS Corp employees

CSS Corp, has announced the launch of its ‘Earn As You Learn’ program – a specialized M.Tech work integrated learning program, in association with BITS Pilani. The program is 100 percent sponsored by CSS Corp, and will help its employees in India to acquire knowledge and skills required for excelling in their careers with the added advantage of gaining a top-notch M.Tech. degree in software engineering from one of India’s most prestigious universities.

The course will be open to all CSS Corp employees, who meet the qualifying criteria, and have completed a minimum tenure of 6 months with the organization. The program offers a unique opportunity to employees to enhance their academic qualifications while gaining significant professional experience. The 4 year program is designed to create a pool of industry-ready technology professionals.

CSS Corp is a global provider of IT Services and technology support solutions similar to TCS, Infosys and Wipro. Founded in 1996, the company currently has 5,500 technology professionals across 16 global locations and have been looking to make it 10,000 strong team by 2017. With a bid to double its revenues by 2017, from 1050 crores in 2014, the company is likely to tap the leading universities across India.

Speaking about the association, Manish Tandon, chief executive officer, CSS Corp said, “CSS Corp believes in investing in its people, their learning and their development. Our ‘M.Tech Work Integrated Learning Program’ for B.Sc. / BCA Graduates from BITS Pilani is testimony to this. As a new-age company, we are strongly focused on innovation. Our clients are among the world’s top technology companies and there are interesting shifts happening in their ecosystem. Through this initiative, we see a great opportunity to bring our employees up to speed with the latest technologies. This would have a positive cascading effect on the services we can deliver to our clients.

Work integrated learning has been a core element of the educational philosophy at BITS Pilani, and it is our firm belief that life-long learning is key to achieving professional success and organizational development. We believe that organizations such as CSS Corp, which provide opportunities to their employees to enhance their academic qualifications and technical skills while gaining significant professional experience, will remain prepared to tackle business challenges of the future,” said Prof. G. Sundar, director for off campus programmes and industry engagement at BITS Pilani.

As a part of the program, the first set of B.Sc. and BCA graduates will be joining in May 2017. Initially, candidates will undergo 60 days of CSS Corp’s intensive New Hire Training. On successful completion of the course, successful candidates will be deployed for various projects. At the end of 6 months, all employees who have qualified from this lot, will join the BITS M.Tech program which will commence around January and February 2018. Once these candidates meet the relevant performance criteria set by CSS Corp and the M. Tech program, they will earn their final degree from BITS Pilani.

Preview: BW Disrupt

Are You A Cost Center Or A Profit Center?

In a digital economy, customer experience [CX] is the new currency. CX is at the epicenter of the success of any engagement across industries. According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. Organizations should understand that flawless post-purchase customer support is the key component of a well-crafted customer CX strategy. Amidst all the evolution and innovation in the technology industry, the key differentiator for companies is the personal care and support that they offer to their customers.

Increasingly, technology companies are looking at ways to deliver customer support services around the connected home sector. Demand for cross-platform consumption of media and content is opening further revenue opportunities for OMEs and service providers. Organizations are experiencing enormous difficulty in improving CX, with limited support budgets. With the steady increase in the number of devices and the growing needs of users, support costs are prone to shoot up.

To add to the woes of the product industry, product revenues are declining due to the growing popularity of the anything-as-a-service (Xaas) model and the dramatic increase in competition. Moreover, traditional, reactive support budgets are shrinking. Opportunities that enable the creation of additional revenues to subsidize costs have become the need of the hour. Therefore, there is intensified pressure on support functions to step up and generate top-line revenue growth for businesses.

Recalibrating Investments in Technology

Until now, the core objective of most customer service and support engagements has been to reduce cost, automate back-office business processes and manage support remotely. Driving revenue for customers seemed unthinkable. Vendors seldom discussed solutions where the value proposition was around helping customers generate new revenue streams and augment growth opportunities. The majority of organizations are yet to realize the hidden potential of their customer support function to transform into a growth catalyst.

In the current scenario, not many companies are paying enough attention to new-age solutions which have the prowess to mitigate challenges in generating revenue. Also, there are not many ideal solutions in the market that are future proof.

The key is to design a customer-specific support solution that helps companies enhance customer experience and convert their CapEx-heavy support function into a profit-making function. Organizations need pre-packaged support solutions that include customer service, self-help, knowledgebase, analytics, and operational expertise. The service should be built on a revenue-sharing approach, aimed at transforming a cost center to a profit center and converting non-revenue generating calls into revenue streams for the connected homes sector.

Support Center into a Profit Center

A robust, sophisticated tech support service such as Premium Tech Support (PTS) is the best possible remedy to all these business problems. PTS is the ideal pre-packaged solution that provides the entire gamut of services from supporting consumer products to managing infrastructure and deploying networks. This should be a subscription-based model that generates significant revenue while creating superlative customer experiences at the same time.

This brandable tech support solution effectively leverages the transforming power of digital, automation, analytics, artificial intelligence, omnichannel support, and machine learning.  Cognitive computing and digital analytics (including predictive and consumption analysis) embedded in PTS, enables unearthing of deep insights into the behavior and needs of customers. Advanced machine-learning capabilities identify issues and correlate them across multiple parameters in real-time. Organizations are able to use this solution to manage customer environments, and also proactively identify, fix and self-heal issues via automation independently. It has the ability to trigger alerts to contact center managers whenever there is a need for action.

PTS’ subscription-based model can earn significant revenue share for businesses, as they get a share of the revenue for each subscription that is sold. For example, if the agreed share percent is 30%, the company will earn $30 million out of every $100 million, that is earned through the sale of subscriptions.

Powered by Omni-channel and Mobile Support

PTS provides omnichannel support which lends a single view to all customer interactions and conversations. It converges traditional and digital channels in the context of the customer journey, resulting in new revenue opportunities. It empowers customers to start an activity in one channel and transition seamlessly to another.

In a tech support environment, omnichannel support will bring transformational benefits with higher responsiveness to evolving customer needs. The solution will provide a 360-degree view of customer engagement, interactions and effective multi-channel management. Consequently, the customer will get a quicker resolution with a seamless experience across all channels.

Mobile support in PTS will act as an instant digital touchpoint for customers to escalate device issues, optimize services and enable payments. It would help them procure new services through the mobile app resulting in additional revenue for the customer.

In addition, it would also enable customers to stay connected with their customer base and help increase brand recall. It would give customers the privilege to access DIY tools, receive product and firmware updates, information on new product releases, and promotional offers on products and services.

Driven by digital Analytics

Digital analytics helps in determining customers’ next best action. Advanced analytics solutions are used to surface new patterns and influence customers’ purchasing decisions. It provides intelligent insights into customer propensities, resulting in enhanced CX and new business opportunities.

Digital analytics in PTS coherently amalgamates data, processes, analytics tools and visualizations. This enables faster time to insight and enhances the quality and reliability of insights through exploratory and self-learning models. Therefore, it would help to improve business outcomes through data-driven decisions.

A recent Gartner survey reveals that customer experience is fast becoming the new battlefield and the pressing mandate for organizations to achieve sustainable success. A specialized customer support model powered by robust analytics, fuels top-line revenue growth and creates new avenues for profit, apart from nurturing long-lasting customer relationships.

 

Co performance in the last 10 months has picked up

Manish Tandon took charge at mid-tier software services company CSS Corp’s corner office in August 2016 after the PE investor The Partners Group pressed for change at the top. From an earlier position of an IPO in 2016-17, the company has now pushed that event by another three years. In conversation with TOI, Tandon, says first phase of restructuring at CSS Corp was over and the company was back on growth mode.
What were the key triggers for The Partners group to eject the earlier CEO? You had said performance numbers were not satisfactory. Can you elaborate?
This question would be best answered by The Partners Group of investors. Given the changes in the industry I suspect that they perhaps just wanted some fresh thinking.
You said last two quarters CSS Corp has achieved sequential growth on both topline and bottom line. What is the growth looking like? Can you share some numbers? Is the return to growth a new phenomenon or the growth was slower earlier?
We have been observing 3% sequential growth quarter on quarter since the past two quarters and with this pace we are targeting 15% growth year on year. Bottom line has always been healthy with steady double digit margins. The performance of the organization in the last 10 months has picked up and we expect to maintain the momentum going forward.
Your $150 million revenues for March 2017 is expected to grow. Can you share what would these numbers look like in 1, 2 and 3 years from now?

Numbers will be in line with the growth projections as already.
You had said the idea was to create more value to shareholders, before you look at IPO or other exit process for existing investors. Can you elaborate?

The measures we have taken will enable us to emerge as a new age services provider with a truly differentiated value proposition. That will help us drive top line and bottom line growth, with better IP creation and client acquisition which should ultimately reflect in better value creation. However, IPO or a strategic sale at this point is speculative. It would be premature for us to talk about an exit for at least 3 to 5 years.

What were the changes you effected after you took over as CEO? Can you explain some tangible steps, including HR changes or other policy changes that were effected to get growth back? What are the differentiated set of offerings you have brought in?

We have been focusing on the underinvested areas of the company. Areas like sales and marketing have been strengthened with increased presence closer to our customers i.e. the US market. We are investing heavily on building our innovation and research capabilities through the CSS Corp Innovation Labs as we believe in solution led differentiation. The lab has been able to churn out new age technology solutions in AI, automation, analytics and this is helping us get better traction in the market. Most of CSS Corp’s advanced solutions have been incubated in our labs.
On the HR front, CSS Corp’s Digital Career Progression Framework has been specifically built to fast-track employee re-skilling initiatives within the organization, in niche digital technologies including AI, analytics, automation, cloud, DevOps and IoT. Additionally, the framework enables collaborative learning and greater personalization through Virtual University, MOOCs, online portals and learning communities. The framework has created more career and growth opportunities, while resulting in an overall drop in attrition.
We have also amplified our service lines. One of our fastest growing services is Digital through which we are building innovative solutions to help our clients engage better with their end-customers while driving better customer experience and revenue conversion.

Preview: Times of India

Here’s why CSS Corp expects to grow faster than the Indian IT market

Smaller companies that had made investments in technology would have an edge over larger players as the newer digital services they could offer had not yet been hit by commoditisation and consolidation, said CSS Corp’s Nishikant Nigam

Mid-sized IT company CSS Corp expects to grow faster than the market as a smaller-size and technology investments gives it an edge over larger rivals.

The company, which is majority owned by private equity company Partners Group, revamped its management last year bringing in former Infosys executive Manish Tandon as CEO. The $150-million revenue company is targeting 15% revenue growth this year.

Most of the growth is being created by the changes that the new management has put in place.

Observing the current environment and the way the services industry is growing with anemic rates, we have taken several strategic measures around creating a flexible business engagement model with our customers,“ said Nishikant Nigam, chief delivery officer at CSS. “If you look at the last two quarters, after quite a few years of stagnant revenues, we are growing 3% sequentially quarter on-quarter and looking at the pipeline, the growth will continue.

Nigam said smaller companies that had made investments in technology would have an edge over larger players as the newer digital services they could offer had not yet been hit by commoditisation and consolidation.

With all the changes taking place in the industry and the consumption patterns emerging, it is clear that if you are in the right place, with the right tools, you have a huge opportunity. But if you are seeped into legacy as an organisation and you are still looking for large deals, then there is a strong chance you may struggle,“ he said.

While the larger Indian IT companies get on average about 20% of their revenue from digital deals, the majority of their business is facing cost pressures from clients who want to spend less on IT to free up money for investments.

Cloud technologies, automation and a fast-changing technology landscape have also put an end to multi year mega deals that used to drive their growth. This is unlikely to change, according to Nigam.

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CSS Corp wins NASSCOM’s digital skills award for 2017

CSS Corp, a global leader in providing IT Services and Technology Support solutions, has won NASSCOM’s prestigious  Skills Award for 2017. CSS Corp’s  Career Progression Framework, “Reimagine”, was chosen for its unique and innovative approach to employee up-skilling and cross-skilling in new age  technologies. The award was presented at NASSCOM’s flagship HR Summit, which was held in  on July 20th.

The “Reimagine” framework has been specifically built to fast-track employee re-skilling initiatives within the organization, in niche  technologies including Robotic Process  (RPA), AI, Analytics, Cloud, DevOps, and IoT. Additionally, the framework enables collaborative learning and greater personalization through Virtual University, MOOCs, online portals and learning communities. Reimagine promotes the democratization of learning and fosters a culture of innovation within the organization.

The  of Reimagine have been encouraging so far. It and has brought in significant increases in critical  aspects, including resource utilization, team productivity, employee learning and development, and increase in revenue per employee. The framework has also created more career and growth opportunities while resulting in an overall drop in attrition.

CSS Corp’s Reimagine framework is synchronized with  Innovation Labs that provide employees access and ample opportunities to build customer engagement solutions like Cognitive Customer Experience Platform, CSS Corp’s recent AI platform. The various training programs and certifications that are offered on the latest technologies enable employees to enhance their  dexterity, to thrive in today’s disruptive marketplace.

Speaking on the occasion, Mr. R. Chandrashekhar, President, NASSCOM, said, “Workforce landscape in India has evolved significantly over the last decade and the key to success lies in identifying the right talent and then train them to enhance their skills and employability and therefore enhance industry’s competitiveness. I congratulate CSS Corp for their excellent work in this area. We are sure that the entire industry will devise ways and means to scale up the reskilling efforts.

Commenting on the recognition, Manish Tandon, CEO of CSS Corp said, “We are delighted to be recognized by  for our  up-skilling initiatives. This will enable us to offer the best of career and growth opportunities to our employees while building a nimble and agile organization. We are reorienting our service lines with new and disruptive offerings, and the Reimagine framework is one such step toward this process of change, adoption and growth. We are confident that our employees will tap into these opportunities to learn and adapt, and be the change agents who will deliver transformational  in today’s rapidly evolving technology environment.

Speaking on the occasion, David Raj, EVP & Chief HR Officer, CSS Corp said, “We are honored by this recognition by . It is a strong testimony to the underlying philosophy of CSS Corp’s adaptability, and our commitment towards building a close-knit, vibrant, and technologically advanced organization. The Reimagine career progression framework has been designed to provide the right guidance, opportunities, and encouragement to our employees to advance their careers.

Preview: Business Standard

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