April

How Artificial Intelligence can transform customer service

According to Forrester, 72% of businesses say that improving the customer experience is their top priority. A popular study from NewVoiceMedia says that companies lose more than $62 billion due to poor customer service.

Even with improvements in customer support technologies, most customers find it frustrating to get the right service in quick time from the customer support executives. High quality of customer service has become mandatory for companies, as today’s customers can take to the Internet to complain about service brands.

The use of AI technologies can transform the customer service operations, while reducing operation costs and meeting customer expectations. AI enables convergence of human-centric and machine centric intelligence resulting in improved business agility, operational excellence, resilience and bring about better customer service experiences. Google is pushing the use of cloud-based AI platforms for its customer service. According to Gartner, non-voice interactions in customer support is likely to rise from 55% in 2015 to 85% by the year 2020.

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“Is Work From Home (WFH) during Lockdown Productive?”

Most of the businesses have gone remote to help fight the spread of COVID-19, but there are still some who are worried about jumping onto the ‘work from home’ bandwagon. We have heard all the cons of remote work – employees don’t get any work done from home, meetings are ineffective and unproductive, it kills the work culture, and so on – it’s difficult to distinguish the actual fact from fiction. Many organizations switched to remote work mode early. While remote work has its challenges, most of them get solved when you focus on keeping your employees engaged.

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CSS Corp opens second delivery centre in Bengaluru

IT service provider CSS Corp, announced the opening of its new global delivery centre in International Tech Park (ITPB), Bangalore to house the company’s growing Infrastructure Management and Tech Support Business.

We are delighted to announce the launch of our new delivery center in Bangalore. Our relationship with Interface Security Systems gave us the impetus to open this new delivery center and our engagement with them will be the first to go live here. This facility will have top-notch engineers and solutions experts delivering innovation to Infrastructure and Tech Support customers.” said Manish Tandon, CSS Corp’s Chief Executive Officer.

With the opening of the new delivery centre, CSS Corp has five delivery centers in India – three in Chennai and two in Bangalore.

CSS Corp and Interface recently partnered to create and deliver an next generation managed IP based technology enabled solutions for networking, security and other enhanced IP Managed Services to selected Interface customers.

Manish further added, “We are strategically expanding our facilities in India to meet the growing needs of our customers and to attract the skilled, diversified and talented workforce available in this region.

Michael McLeod, President of Interface Security Systems said, “Interface is uniquely qualified to be the one source for providing a bundle of IP Managed Services that simplify customer engagements and our partnership with CSS Corp strengthens and broadens our managed service capabilities”.

The 34,000 square feet new delivery center features 320 workstations and CSS Corp will be further expanding the facility with net addition of 12,000 square feet and 200 workstations.
Preview: Economic Times

CSS Corp Divests Glow Networks to Altruist Group

Bengaluru: CSS Corp, a new-age IT services and technology support company announced that it has divested Glow Networks to Altruist Technologies Private Limited, a multinational provider of telecom and business process optimization solutions.

The sale was concluded in March 2020. Glow Networks is a network design and deployment services company which was acquired by CSS Corp in 2010.

“Over the last decade, Glow Networks has been integral to CSS Corp’s strategy of providing end-to-end network solutions in complex technology environments. With the upcoming 5G revolution underway, we felt that Glow needed to align with a telecom solutions ecosystem to capitalize on this opportunity,” said Manish Tandon, Chief Executive Officer at CSS Corp.

“Altruist emerged as a suitable parent with its comprehensive suite of telecom products and services, coupled with its diverse geographical presence. We believe the synergies arising from this development augur very well for Glow’s business goals and for its customers,” added Tandon.

“With noteworthy telecom partnerships in more than fifty countries, Altruist’s acquisition of Glow Networks is a strategic step towards diversifying its portfolio. Altruist is a leading telecom-centered solutions provider to more than hundred operators globally,” said Dharamjeet Taunque, the newly appointed CEO for Glow Networks.

“With this acquisition, we aspire to forge our existing expertise in content services, platforms for value-added services, big data and billing, business assurance and enterprise solutions, with network design and 5G deployment capabilities. We have acquired Glow in its entirety; therefore, there is no impact on existing customer relationships or obligations,” he added

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