CSS Corp, a new-age IT services and technology company, today announced it has been named a winner in the 2020 BIG Innovation Awards presented by the Business Intelligence Group.
CSS Corp was lauded for its Digital Customer Experience Platform for its ability to transform customer support from an effort-led to an intelligence-led ecosystem for modern B2B and B2C enterprises.
CSS Corp’s Digital Customer Experience Platform has been closely built on the experience of managing complex support environments for leading technology vendors and SaaS companies for over two decades.
The award-winning platform seamlessly unites the three essential pillars of technology support – end-user experience, operational efficiency, and support engineer productivity.
It leverages technologies like AI, analytics, automation, and augmented reality holistically across the support functions in multi-device, multi-channel, and multi-technology ecosystems.
This platform is being successfully used today, bundled with CSS Corp’s best-in-class services, by top tech vendors to manage their technology support environments.
“CSS Corp has always been a frontrunner in empowering premium customer experiences by harnessing technologies like AI and automation. The Digital Customer Experience Platform has been designed to suit any client environment and provide maximum value across industries,” said Manish Tandon, Chief Executive Officer, CSS Corp, while speaking on the occasion.
“We are honoured to receive this recognition as we endeavour to scale even greater heights on our quest to transform CX and provide solutions that are simple yet significant,” added Tandon.
“Innovation has become a major theme for organizations across virtually all industries and this year’s winners are a testament to the creativity, passion, and perseverance of individuals worldwide,” said Maria Jimenez, Chief Operating Officer of the Business Intelligence Group.
“We are thrilled to be honouring CSS Corp as they are leading by example and making real progress on improving the daily lives of so many,” added Jimenez.
Organizations from across the globe submitted their recent innovations for consideration in the BIG Innovation Awards. Nominations were then judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions.
As the demand for data science jobs keeps growing, the supply of meritorious candidates is not keeping pace. Market research firm Gartner highlights that just 20 percent of employees currently have the abilities required to succeed in their current and future job roles. In another recent survey, an average of 43 percent of young people said that they were confident that they will need to retrain and have the ability to do so.
As revealed in the Future of Jobs Report 2018 released by the World Economic Forum, ubiquitous high-speed mobile Internet, artificial intelligence, widespread adoption of big data analytics, and cloud technology are only some of the drivers of change that could lead to demand for new skills and create the need for continuous learning for entire workforce, irrespective of their industry or domain.
As uncertain as it could get, the entire world of work has taken a hit with COVID-19 pandemic. Businesses across many sectors have been urged to now operate remotely and quickly adapt to the new ways of working. The role of leaders has become most critical, they have to help the organizations and the entire workforce navigate through this uncertainty looming around the whole ecosystem.
To be able to navigate the complexities of the business ecosystem at present and in the future, as it gets more uncertain, leaders of today and tomorrow have to follow the mantra of ‘Learn, Unlearn & Relearn’.
The need to learn, unlearn & relearn
The metaphor, ‘Change is the only constant’, is as real as it could get in the era of industry 4.0. The onus thus, comes on the business and HR leaders to invest in continuous development of their workforce and ensure that they are always up to date with the in-demand skills.
Anurag Bansal, Senior Director and Business Head, HUGHES Global Education shared, “In recent times, businesses across the globe are increasingly facing complex problems due to rapid changes in technology, disruptions happening through innovation, turbulent market conditions and changing consumer behavior. During such uncertainty, especially, given the complexities COVID-19 pandemic has led to, it is very important to have leaders at the helm who can steer their companies to success in these scenarios.”
Some industries – from e-commerce and insurance to gaming – are hiring even during the pandemic. Also, there are firms that are doling out pay hikes. Check out a list of companies (not exhaustive) that are upping their talent acquisition and retention game.
Amazon is creating 50,000 seasonal jobs across the country for its fulfillment and delivery network.
Dunzo is looking for senior leaders – managers, directors, architects, and tech leads.
Edtech firms including Whitehat Jr, Unacademy, Simplilearn, Vedantu, are all planning to hire in the range of 500-2000 employees, Economic Times reports.
Early stage startup ShoppinPal is looking for Customer Success and Data Operations executives.
Five insurers, including PNB MetLife Insurance, Tata AIG and Reliance Nippon are reportedly looking to hire around 5,000 people as they anticipate a boom in business once the lockdown ends.
Gaming unicorn Dream11 seeks 250 people over the year for its technology, design and product teams.
Contract management venture Icertis plans to hire 180 people over the year.
FarEye, which upped its headcount by more than 12% during the lockdown, seeks individual contributors in engineering teams and techno management roles, a company spokesperson said.
Humans of Bombay is looking to hire for these positions: HR Executive, Graphic Designer, Executive Assistant and BA interns.
Grofers and BigBasket have committed to hire thousands for their delivery operations.
Hindustan Unilever, Asian Paints, Johnson & Johnson, Flipkart, BharatPe and CSS Corp are among those companies that have reportedly given salary hikes, made variable payouts and even effected promotions.
In a new social distancing world, most traditional face-to-face customer service tasks have had to digitize quickly. This trend is not new, but for some processes, it required the adoption of emerging technology and different operational models. A prime example is customer premise visits by engineers for equipment installations, parts replacement, and technical support. For several years, CX services vendors have worked on visual support and remote diagnostics, and are now looking to Augmented Reality (AR) to lift technical support to the next level. CSS Corp has already developed its proprietary technology in the space and is now working on AR deployments.
KYRA: AR-enabled CX & enterprise support
CSS Corp sees AR-enabled CX and support across three use cases:
Visual self-service, where the AR provides visual guidance to users on product features and interactive how-to user manuals
AR integrated virtual assistant, which automates the user engagement with intelligent bots using AR projections and overlay
Remote agent assistance to resolve user issues from a distance with AR markers and overlays.
The company has a pilot of AR visual self-service for a U.S. multinational telecom equipment manufacturer with products in the fixed, wireless, and IP technology space. The AR has step-by-step visual user guides and in-depth installation manuals, component descriptions, component usage instructions, and remote visual troubleshooting. The implementation has an integrated virtual assistant.
The user or field engineer scans a QR code on the packaging leading to the AR support web page downloading an app on their smartphone. She or he then asks the bot for a virtual user guide. The customer focuses their mobile camera on the equipment or error message, and the AR support interface identifies the product model and downloads the correct user guides and knowledge articles. It displays the components and narrates within the AR environment. The virtual assistant explains how to set up and use the components using animations and AR markers. In addition to the spoken and written instructions, it allows image scrolling and freezing and control with voice. The bot then reads the device screen to determine if the installation is successful and guides the user to enter configuration commands.
If the initial installation fails, the computer vision identifies the error message, and the bot starts interacting with the user via chat or messenger to troubleshoot the issue and guide the self-service steps within the AR. If the issue still cannot be resolved, the bot escalates to a live agent who initiates a secure AR session on the support app by sending a link. The transfer displays to the agent the transcript and completed steps and auto-creates a ticket and case history in the client CRM.
For the client, the initial results of the pilot in 2020 show 23% faster issue resolutions for AR supported interactions and 38% AHT reduction with the automation. For 20% of the volumes, the realized end-to-end automation efficiencies reached 94%.
Challenges to the spread of AR
Historically, AR adoption for remote collaboration stumbled due to a lack of high network bandwidth and speed. The proliferation of fiber optic broadband and the rollout of 5G will eventually resolve this challenge. In the meantime, CSS Corp’s KYRA uses cloud-based lightweight AR technology.
Another common concern for all two-way video chat remains security and privacy protection. CSS Corp addresses this issue by masking to the live agent all sensitive user information such as passwords and blurring outside objects. It also ensures that the tools are PCI DSS compliant.
Lastly, customers are often reluctant to download another app, and its usage sharply decreases after the initial setup. Here, CSS Corp works with clients to offer additional incentives and features in the app to drive regular user engagement. It also provides the SMS/email links to user, to start the remote assistance with the agent.
“With over a billion people (about 15 per cent of the world’s population) having some form of disability, according to WHO, it becomes important for tech companies to create their products with accessibility features in mind. Every industry has far reaching applications of technologies like automation, IoT, AI, augmented & virtual reality, and smart analytics. Complying to ADA (Americans with Disabilities Act) and WCAG (Web Content Accessibility Guidelines) standards, online portals and websites have to be accessible for visually challenged community, and this is where assistive technologies such as screen reader helps to read information on the browsers such as text, images, control elements, audio and video files. The screen reader translates the content and is made audible for the visually challenged people. CSS Corp has developed an automated solution for handling accessibility testing, which has been applied for a leading American cosmetic brand with about 4000 pages on its site. The solution is integrated with speech to text engine for comparing the detected content with the displayed content. The solution leverages technology to help business do the right thing the first time, avoid legal risks of inaccessibility and thereby achieve inclusive customer base. It also helps to improve testing coverage to 100% and reduces the cost of testing by over 70%. Further, the solution has a module that helps to identify the poor contrast regions using computer vision algorithms.” – Dr. Kiran Marri, Chief Scientist & Vice President, Digital Engineering at CSS Corp.
Information technology services and tech support solutions firm CSS Corp. launched its third delivery center in Bonifacio Global City (BGC), which is expected to increase its annual revenue by $10 million. In a statement on Tuesday, CSS Corp. said the new office in Asia Century Center (ACC) will employ 500 new talents that will further drive the company’s workforce growth. “The recent growth that the company has experienced is only a testament that there are more opportunities for us in the region and it strengthened our plans to expand in the country in the coming years,” said Arvind Appavu, country head of CSS Corp. Philippines. The new office will provide services to various industries such as high-tech verticals, internet service providers, original equipment manufacturers, and telecommunications companies based in America, Europe, the Middle East, Africa and Australia. The company also provided the new office space a 50-seater training facility, an outdoor area for relaxation, an arcade game room, and a meditation room. “The amenities we have included in our state-of-the-art office facility will not only ensure the productivity of our employees but will also provide them an environment where they can constantly hone their skills, boost their careers and maintain their mental, physical and emotional well-being,” Appavu said.
WHILE THERE SEEMS TO BE ADVOCATES OF BOTH FORMAL AND INFORMAL EDUCATION IN THE DATA SCIENCE COMMUNITY, WHAT DOES THE GENERAL HIRING LANDSCAPE SUGGEST?
We may be living unique lives, but there are a few common experiences that tie most of us together. While the instinctive response seems to be what the Covid-19 pandemic has left in its trail, a less grim example would be the chain of events that mark a few decades of our lives – school -> college -> job
While most of these remain unchanged, there has been a growing clamour to rethink education systems as we know it; to one, that both shields learners from the negative effects of new technologies in the workplace, as well as reskills them to prepare for new cross-functional roles that will inevitably be created as a result.
While one way of addressing this talent and labour market issue would be to enrol and improve the quality of education, upskilling in silo would be a more efficient way of achieving this without burdening the formal education system across the world.
Tied to lifelong learning, upskilling through relevant certification is increasingly becoming an accepted norm. But the field of data science is faced with a critical question – can its vast universe be merely acquired through self-study?
Hiring Trends In Data Science
While there seems to be advocates of both formal and informal education in the data science community, what does the general hiring landscape suggest?
While IT services company CSS Corp places an ‘inestimable value’ on a formal academic background, LinkedIn admittedly hires candidates based on skill sets alone, and not necessarily on their educational background.