August

CSS Corp positioned as a leader across all four market segments in NelsonHall’s NEAT vendor evaluation for CX Services in telecom and media

Bengaluru (Karnataka) [India], Aug 10 (ANI/BusinessWire India): CSS Corp, a new-age IT services and technology support company, today announced that it has been recognized as a leader across all four market segments in NelsonHall’s NEAT vendor evaluation for CX services in telecom and media sector.

The report critically evaluated the performance of 17 global customer experience (CX) service providers, against a structured two-axis dynamic model on their ability to meet future client requirements and deliver immediate benefits.

CSS Corp’s offerings are built on five essential pillars of customer support, i.e. end-user experience, agent experience, systems, CX analytics, and process automation. The company provides best-in-class services, leveraging their home-grown Digital Contact Center 2.0 suite of solutions with integrated modules like augmented reality based CXM, mobile assistant, cognitive chatbot, self-service, knowledge base management, smart routing, sentiment analytics, agent 360 and team lead dashboards and over 100 cognitive and RPA-based processes.

These factors make their offerings highly dynamic, adaptable, and customizable; hence fit seamlessly into any customer environment, resulting into desired business outcomes.

NelsonHall’s report recognizes CSS Corp’s technology capability in integrating their platforms to the customer environments by harnessing the power of disruptive technologies that maximize customer experience and accelerate digital transformation.

“There is an increasing need for organizations to provide seamless customer experience and support while mitigating risks and demands. Over the last couple of years, our innovative value propositions in the Hi-Tech CXM arena have enabled clients to embrace the power of technology-led and outcome-focused services and drive CX transformation. We are proud to emerge as the chosen partners for our clients in their journeys to provide simplicity, consistency, and customer-centricity at every touchpoint. NelsonHall’s leadership recognition corroborates our proficiency in delivering powerful combinations of our indigenous digital solutions and managed services to provide customized offerings to our customers,” said Manish Tandon, Chief Executive Officer, CSS Corp, while speaking on the recognition.

“Digital technologies have disrupted the current CX landscape and clients now look for a partner to help utilize them efficiently. CSS Corp is leveraging transformational CX capabilities across the telecom and media segment. The company’s approach towards delivering mature and differentiated commercial models to support digital transformation with a portfolio of outcome-based contracts is the foundation to build next-level CX,” said Ivan Kotzev, CX Services Lead Analyst at NelsonHall.

This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering CX services. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with a specific focus on CX improvement, revenue generation and cost optimization.

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How businesses aim to leverage disruptive technology to get the most out of their digital investments in 2023

Rahul Joshi, CTO at Movate (earlier CSS Corp)

“There’s no doubt that cloud computing has revolutionized the way businesses operate. From making it possible for employees to work remotely, allowing flexible hours, to making business communication and collaboration a lot easier, while also amplifying the company’s growth by modernizing operations and expanding IT capabilities – cloud computing has given us all!

  • Investment in cloud security and resilience: The industry will keep spending on cyber security and building resilience against everything from data loss to the impact of a pandemic on global business in the coming years. At Movate, we have made investments in our Contelli platform which offers great cloud security and resilience. Our solutions combined with industry leading solutions gives a greater real-time detection and prevention of known and unknown threats.
  • Multi-cloud to become popular strategy: In 2023, most businesses will start leveraging the advantages of diversifying their services to different cloud providers taking a multi-cloud approach. This approach offers several benefits, including improved flexibility and security with no vendor lock-in.
  • Low-code and no-code cloud services: We can expect continued innovation in the field of hyper-scale cloud services. Low-code and no-code solutions are becoming available for building AI-powered applications for companies wanting to leverage AI/ML without getting into the complex coding job. Many of these services are provided via the cloud, i.e., people can access them “as-a-service” This trend will pick up in the upcoming years. At Movate, we have built our Analytics and BI platform on top of LCNC platform. This has helped us to reduce our GTM over ~60%. This also enabled our business users to develop the dashboards on their own through DIY model.
  • Leveraging the efficiency of the cloud to meet sustainability goals: Today, sustainability is the most critical criterion in IT buying decisions. Organizations will continue to shift towards sustainable efficiencies by leveraging software and cloud-based infrastructures.
  • Innovation and consolidation in cloud gaming: We all enjoy binge-watching and listening to music. Thanks to the cloud that has brought us streaming services like Netflix, Spotify, etc., revolutionizing the way we consume content today. Although, streaming video gaming is taking a little longer to gain a foothold as it requires higher bandwidth than music or videos. With the ongoing rollout of 5G and other ultra-fast networking technologies, 2023 could be the year cloud gaming will impact. 

 Developments in AI/ML in 2023

Out of all the technologies that have been introduced into the mainstream over the last few years, AI has proven to be one of the biggest buzzwords in the IT industry. Every year new use cases are being discovered and are becoming feasible with advances in AI and efficient hardware. Here are a few examples that can help companies to be more efficient in leveraging AI:

  • Advanced Cybersecurity: AI and ML can be used to enforce best cybersecurity practices, reduce attack surfaces, and track malicious activity proactively. More and more companies will start to invest in building AI systems that can analyze large volumes of data, including malicious code, malware, and code anomalies, to help cybersecurity teams identify potential threats. At Movate, we are leveraging AI to fight AI-powered cyber-attacks, where AI and ML-based algorithms adapt to new threats faster than humans, as they can quickly spot the similarities between the new generation of malware and cyberattacks and others.
  • Efficiency in IT Operations: As machine data explodes, businesses are in a race to find value in their data and stay competitive. However, metadata initiatives are failing, and data discovery and retrieval is becoming challenging. This paves the way for the Growth of AI-as-a-Service. The emergence of the industrial internet and the integration of complex physical machines with networked sensors and software have forced these two areas to work together to improve resiliency, availability, and cybersecurity. Observability and controllability are areas of focus as organizations leverage AIOPs and data initiatives to make enhanced correlation with increased adoption of SRE, DevOps, APM and other technologies.
  • Customer Service Excellence: I believe AI can help provide personalized customer serviceby leveraging the data pertaining to demographics, past interactions, choice of channels, improved self-service, and enhanced search capabilities. Interestingly, we are seeing rapid adoption of voice bots/self-service, which leverage conversational AI, NLP, and deep learning capabilities not just for informational use cases but for complex self-service use cases, including interactions with multiple systems. Additionally, AI helps reduce customer effort by providing excellent search and next-best actions based on historical transactions.”

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IT Leaders Pledge for a Better India This Independence Day

“This Independence Day brings with it, the inspiration to accept the new normal and proactively lay out strategies to adapt to these unprecedented times. For CSS Corp, employee-centricity has been a core guiding philosophy. When the pandemic struck, we were among the few IT services providers that rolled out annual hikes in April along with variable pay and promotions. We were also committed to hiring and onboarded 1,200 new employees in Q1FY21. From a future standpoint, our customers and prospects globally are looking to accelerate their digital transformation initiatives and there is a tremendous opportunity to partner them with compelling value propositions that would enable them to provide unparalleled customer experiences to their end-consumers. It will also be imperative to reinvent employee engagement and operational models, and set the organization up for the future of work. We were among the first in the industry to move to a 100% WFH model in March. As part of our plans to thrive in the upcoming times, we will soon be launching a comprehensive virtual operations platform which will simulate the office environment in a ‘Work from Anywhere model’, and enable secure and seamless remote operations globally.” – Sunil Mittal, EVP, CSS Corp

The Independence Day could be an opportunity for the IT industry to evaluate new ways of responding to the ongoing situation and preparing for the future. Accelerated adoption of technology and sound workplace policies, coupled with a strong vision and leadership will help companies in remaining connected with their customers, employees and the larger business ecosystem in these challenging times.

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Can the Outcome-Based Engagement Model be the Key to Your Firm’s Success? By Rajasekharan Sankaralingam

To businesses following a Fixed-Price Pricing or even Time & Material model in 2022 — hate to break it, but linear pricing is struggling.

In a recently conducted Enterprise Customer Success Study and Outlook survey, Deloitte researchers found that 76% of enterprise customers were keen to discuss outcomes with their IT providers. The evolution of customer preferences has begun. Surviving in today’s volatile market scenario without a progressive monetization strategy is as difficult as it gets. This is where outcome-based pricing comes in.

Customers seek high values first; industry giants have cracked this code and are charging based on the outcomes they deliver or pay-as-you-go, not fixed rates. But should hypergrowth or mid-size enterprises care? I think so. Outcome-based pricing could give such businesses a much-needed boost with a lower initial capital requirement despite the high uncertainty factor.

The emergence of outcome-based pricing

Pricing is an exchange rate for the value an enterprise offers to the market. But here’s the problem: the market is always out of control. Effort-driven services leveraged traditional pricing strategies, including cost/value-based or market/competitor-based in the yesteryears. Then the pandemic happened, and the market has been volatile like never before.

Simultaneously, we saw the advent of an all-digital world in which the traditional models were incompatible with technology-led disruption and increased clients’ demands of higher value and reduced costs over bone-stock product features.

Outcome-based pricing rose as the well-deserved shift from traditional pricing. The “why” is simple. In 2023, customers will have loads to choose from. It’s all about linking the cost of service to the value derived from them. These models are flexible enough to take various shapes and forms depending on the client’s unique situation and the nature of the business. IT companies that commit to certain outcomes and promise an attractive ROI will have the upper hand.

Outcome-based pricing models have multiple variations, including:

  • Progressive value-sharing model: When providers deliver incremental value over time, they are incrementally paid more. Quite fair, honestly.
  • Utilization-based model: Here, the service provider charges their clients only for the services they utilize, or simply put, based on consumption, in other words, pay-as-you-go.
  • Expense-sharing model: The parties split some of the costs in this model. In a different variation, the provider is responsible for covering any deviations from the agreed-upon result greater than a certain amount.
  • Mixed-hybrid model: Tailored to specific enterprise requirements, here, a fraction of the incentive is fixed, and the remaining part is contingent on performance.

One-size-fits-all approach or not?

Not as far as we can see. While outcome-based pricing can reap rich rewards, it requires thorough consideration. Although many of Movate’s clients have 10x-ed their business with these models, we have advised quite a few to choose alternatives.

Clients and providers engaging in an outcome-based model must thoroughly study every underlying parameter in detail — the client’s need for control, investment requirement, plans, and scaling vision, and the provider’s current operational expertise, risk appetite, and core competence. Blanket adoption without due diligence only leads to failure. However, overcoming the temporary roadblocks with strategic planning leads to incredible paybacks.

Outcome-based pricing for the win

More customers, more revenue

Outcome-based pricing makes increasing revenue and customer retention easier for IT companies. First, customers today only continue using and referring service providers to others if they consistently exceed expectations. Post the initial contract, repeat service agreements, project-based service agreements, etc., are governed by the provider’s performance. This strategy creates a win-win situation for both clients and providers.

Flexibility in pricing

Enterprises want to avoid paying for lofty promises and ill-fated efforts; outcome-based pricing solves this challenge by charging for practical solutions and results while eliminating unanticipated costs and haphazard budget provisioning.

Risk-sharing

Outcome models transfer the risk to the provider significantly from the client. Service provider revenues are a direct reflection of customers’ business outcomes. Being bound by a risk-sharing engagement in hand cuts out any room for slack and motivates the provider to perform better.

Addressing the key challenges

Despite numerous benefits, even outcome-based pricing has its fair share of roadblocks. Forecasting the efforts or resources, factoring the risk-to-reward margin, and integrating both into a mutually agreed pricing strategy is complex.

Getting the metrics right

Establishing an array of outcome metrics on which all stakeholders of the corporate hierarchy can mutually concur is the most difficult struggle. In most cases, the metrics that the customers prioritize vary from those that the provider finds important. The outcomes must be carefully drafted by having both parties on the same page.

Utilization of resources

When a provider willingly pivots toward outcome-based pricing, instances, where the capacity fluctuates from predicted results, are common. Thus, the provider must revise its resource allocation capabilities for optimal utilization and better output.

Managing expectations

Macroeconomic factors, like declining revenue within or across industries due to external influencing factors or changing priorities with internal challenges, can impact the results and should be factored in.

The right tool in your enterprise arsenal

Customers today are highly value-driven and cost-conscious. The key to customer acquisition and retention in today’s market is constantly reinventing ideas and revamping operations.

Outcome-based pricing is definitely an answer. But right now, pure outcome-based pricing excels in a limited number of environments. It is only for some, but if chosen with the right awareness, shared enthusiasm, and proper approach, it could significantly boost your business growth with predictability, transparency, and flexibility in budgeting and pricing.

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In a world where machines and AI rule, re-skilling is the only way out

Gartner says more than 3 million workers across the world will have a ‘robo boss’ by 2018. High time businesses reorient skill development programs to help mid-level managers stay relevant.

In July, the Vodafone-Idea merger was approved by the Competition Commission of India (CCI). The mega deal will make the shareholders of both companies become part of the largest telecom company in India, and reward them in the future. It will also create a situation that can quickly escalate into a nightmare.

As many as 6,000 senior-level leaders will have overlapping roles in the new entity. Industry sources say at least 50 percent of these will have to be let go and will be “not employable”. These individuals, who have put in at least 20 years of work in various roles within the organisation, have not been trained to keep pace with the digital era. But turning unemployable at the age of 45 is scary.

Nishikant Nigam, EVP & Chief Delivery Officer, at CSS Corp, an IT Services company, says: “In this context, the mid-level management, the future leader/CXOs, in organisations also need to evolve and reinvent as traditional roles and structures come under increasing strain.

India’s IT workforce comprises roughly 1.4 million mid-level managers, and they are finding themselves at the centre of reskilling and restructuring conversations across organisations.

NASSCOM believes the IT industry’s current reskilling focus is on emerging technologies like Big Data, Analytics, Cloud, IoT, Mobility, and Design Thinking, while also investing in emerging skills like Machine Learning, Natural Language Processing, Artificial Intelligence, DevOps, Robotic Process Automation, and Cybersecurity.

Preview: Your Story

Cloud: A silver lining for businesses amidst pandemic

“We have been witnessing a mixed trend in cloud adoption depending on the health of different sectors. While telecom and healthcare companies have significantly increased cloud solutions adoption, the IT & ITES and the BFSI segments have maintained their spend. However, we have witnessed a slight decline in cloud spends by the retail and manufacturing industries, who were heavily affected by the pandemic. As forecast by IDC, as a result of the pandemic, 64% of the organizations in India are expected to increase demand for cloud computing and 56% for cloud software. We witnessed an increased market demand in hybrid cloud migration models, especially in the healthcare sector.”

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After years of flat revenues, CSS Corp expects 15% growth: Manish Tandon

CSS Corp is open to acquiring firms with a ticket size of around $50-60 mn to support organic growth

Chennai-based information technology (IT) services firm  has clocked around three per cent growth in the past two quarters and is expecting the same rate of growth every quarter from now on, said CEO 

Tandon, the former executive vice-president of Infosys, had joined the  services firm almost a year back when the company’s revenue growth was flat.

In the past couple of years, had been seeing flat revenues. Furthermore, towards the start of financial year (FY) 2017-18, NASSCOM projected the slowest growth rate for the  industry in nearly a decade at seven-eight per cent. In this testing environment, has started clocking a q-o-q (quarter-on-quarter) topline growth rate of three per cent in the past two quarters,” said Tandon.

We are also confident that our innovation-led strategy will continue to yield consistent topline growth beyond FY 2018,” he added. The company is expecting a 14-15 per cent revenue growth during FY’18.
Tandon said that the strategy has been to stick to profitable growth through active discussions with customers regarding their requirements. The company has been profitable in the past too, but the revenue was almost flat. The company will continue to focus on the US, apart from its business in Europe and the Asia-Pacific.

My vision is to create a new-age company,” Tandon explained. The company is working on the latest technologies and has come out with an artificial intelligence platform, called Cognitive CX Platform, to support its customers.

The company is also open to acquiring in the ticket size of around $50-60 million to support organic growth. would look at adding more people, cloud, and infrastructure capabilities through the inorganic route. A private equity firm owns the majority stake in the company, which can either raise funds from the owners or look at other options for funding.

In 2016-17, the company earned $150 million in revenue. expects this figure to go up by around 15 per cent this year.

In 2013, Switzerland-based investment manager Partners Group had picked up the majority stake in for around $270 million, according to reports. Through this deal, SAIF Partners, Goldman Sachs, and Sierra Ventures made their exit from the company.

Preview: Business Standard

CSS Corp trains over 1,000 needful youth in partnership with ICT Academy

CSS Corp, a new-age IT services and technology support company, in partnership with ICT Academy, has trained over 1,000 youth in the past one year on employability skills. This program was part of an initiative started in March 2019. As a part of this initiative, CSS Corp held an extensive training program to skill the youth of rural, urban and low-income family groups in Tamil Nadu on the latest technology and soft skills that helped them to be employable in leading IT companies across the nation. As a result, out of the total trained candidates, close to 700 students have received offer letters from reputed IT/ITeS companies in the country.

The training programs were conducted in 20 colleges across Tamil Nadu that provided 100 hours of intensive activity-based training in soft and technical support skills for over 1000 final year graduating students from engineering, arts and science colleges located in the rural and sub-urban areas of the state.

The students were mentored by CSS Corp employees with mock interviews and group discussions. Moreover, a special focus was on encouraging women participation, in line with CSS Corp’s objective to empower women in the technology sector, which helped secure close to 600 female participants (of the 1000 plus) in the program.

CSS Corp has signed another MOU with ICT Academy towards training a fresh batch of 1,200 students in the states of Tamil Nadu & Karnataka this year. Training will be based on soft skills, tech support skills and emerging technologies (Angular, JavaScript Development Suite, RPA, Selenium 3.0 and SQL database).

Speaking about the initiative, Manish Tandon, Chief Executive Officer, CSS Corp said, “India has a large workforce with skills that need to be honed and upgraded with changing times. With the pandemic looming over us, the globe is witnessing a paradigm shift in the way businesses work. It goes without saying that the need of the hour is for the youth to be trained and skilled across a plethora of disruptive technologies to bend the curve. CSS Corp’s initiative introduces students to skills beyond their regular curriculum and ensures their holistic development across a wide paradigm, enabling them to seek opportunities and truly make their mark in fields of their choice. Each student that has been trained by this program will have the opportunity to showcase their abilities, learn, grow and stay relevant amidst the changes taking place.”

M Sivakumar, Chief Executive Officer, ICT Academy said “Skill development is critical for economic growth and social development. The country presently faces a dual challenge of severe paucity of highly trained, quality labour, as well as non-employability of large sections of the educated workforce that possess little or no job skills. The skill development issue in India is thus pertinent both at the demand and supply level. To meet the supply side challenge, ICT Academy focuses on the skill development of youth as one of its core objectives. CSR is a proper channel to reach the underserved people of the society. The positive economic impact achieved by this initiative is huge and has improved the earning capabilities of not just 5,000 students but 5,000 families with most of them being first-generation employees.”

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CSS Corp wins Silver Stevie® in 2017 International Business Awards℠

CSS Corp, a new age IT services and technology support company, was named the winner of a Silver Stevie® Award in the Best New Product or Service of the Year – Software – Platform as a Service category at The 14th Annual International Business Awards 2017. CSS Corp has conferred the recognition for its proprietary Artificial Intelligence (AI) platform, Cognitive Customer Experience Platform.

Cognitive Customer Experience Platform is a highly personalized virtual assistant, which integrates with all customer channels like voice, email, chat, and website across devices, and offers context-driven, real-time support with a human-like interaction to resolve customers’ needs.

Speaking on the recognition, Manish Tandon, Chief Executive Officer, CSS Corp said, “Winning Stevie International Business Awards is a milestone for CSS Corp. We are honored to be recognized as an industry leader in innovation. Automation and AI are becoming major game changers in the world of technology and business. At CSS Corp, we are leading this change by developing technology tools and platforms that give us a distinct advantage in delivering transformational results to our clients.

Sunil Mittal – EVP, Chief Sales, and Marketing Officer said, Our primary focus lies in building technology solutions that make a critical difference to our clients’ business while strengthening our technology pillar. Amongst CSS Corp’s many innovative solutions, Cognitive Customer Experience Platform stands tall, and to have been recognized as the Silver Stevie winner is indeed a great honor for us.

The International Business Awards are the world’s premier business awards program. All individuals and organizations worldwide – public and private, for-profit and non-profit, large and small – are eligible to submit nominations. The 2017 IBAs received entries from more than 60 nations and territories.

A record total of more than 3,900 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories, including Company of the Year, Marketing Campaign of the Year, Best New Product or Service of the Year, Startup of the Year, Corporate Social Responsibility Program of the Year, and Executive of the Year, among others. Stevie® Award winners were determined by the average scores of more than 200 executives worldwide who participated on 12 juries.

“The IBA judges from across the world were highly impressed with the nominations they reviewed this year. With the level of achievement documented in the nominations from 60 nations, the Stevie® Awards are proud to honor organizations that demonstrate a high level of achievement in a variety of industries” said Michael Gallagher, President, and Founder of the Stevie® Awards. “We look forward to sharing many of these stories with people around the world over the coming months, through the Stevie® Awards blog and social media channels, with the hope to inspire others to high achievement.

Details about The International Business Awards and the lists of Stevie® Award winners are available at www.StevieAwards.com/IBAAbout CSS Corp

CSS Corp is a new age IT Services and Technology Support company. The company harnesses the power of automation, analytics, cloud and digital to address specific customer needs. The company partners with leading enterprises to help realize their strategic business outcomes. The company’s team of 5,500 technology professionals across 16 global locations are passionate about helping customers.

For more information please visit www.csscorp.com

About the Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 nominations each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.

Preview: Business Line

Leveraging Human Intelligence & Automation To Drive Business Outcomes Of Choice

The human brain is known to rely on heterogeneous data associations to enable computational functions. Looking at a granular level, the brain is seen as a control center, and with every lobe comprising billions of cells work together to ensure what is perceived is conceptualized into thoughts and translated into actions. While the left lobe is analytical and responsible for linear thinking, the right lobe is more into creativity and intuition. The memory is a data bank that is leveraged for references, context and tasks that needs instructions. The peripheral nervous system generates a degree of forces through sensory signals for the required external stimuli.

Human brain categorizes tasks based on the degree of imagination and cognitive activity, as represented below.

A screenshot of a cell phone Description automatically generated

The only way humans can liberate themselves from routine tasks and free up time for strategic decision making and innovation is through technology intervention. Automation is a way of applying technology on a task to make it more efficiently executed, enable faster processing of voluminous tasks, reducing turnaround time, and improving the ROI. It is an ideal way to improve operational performance and can also be a strategic lever to sustain a competitive edge. Automating redundant activities by following standard operating procedures can save cost, time, improve workflow efficiencies, thereby reducing human error and increasing accuracy. It also allows employees to take up more challenging activities that can expand their intellect and imagination, leading to better competency and deeper job satisfaction levels.

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CSS Corp is now Movate

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