December

A Conversational Economy Where Voice Is The New Frontier

A rapidly evolving global technology company, CSS Corp is a new age IT services and technology support company that harnesses the power of AI, automation, analytics, cloud and digital to address customer needs. A 5000+ headstrong company, it is spread across 16 global centers, serving over 140 clients, including Fortune 1000 companies. Acting as a catalyst for growth by enabling enterprises to transform from traditional models to new age service models, it is helping them identify new revenue streams.

Serving as EVP and Chief Delivery Officer at CSS Corp is Nishikant Nigam, who has over 20 years of rich IT experience in building & leading large IT services business across all service lines. He is well known for his unwavering client focus and understanding of enterprises and has built and coached many winning teams over the years. As a part of his role at CSS Corp, he is focused on strengthening its culture of client centricity. Prior to joining CSS Corp, Nishikant headed the Cloud and Infrastructure Management Services as the Vice President & Global Delivery Head at Infosys. In a candid chat with Analytics India Magazine, he speaks about how the company is focusing on AI, analytics, how they are leveraging it to improve customer experience, and more.

Would you like to tell us about CSS Corp and how is it focusing on automation, artificial intelligence, analytics and digital technologies to reimagine customer engagements?

Digital is increasingly changing the way products and services are delivered and consumed. Customers of tomorrow are exploring newer channels and expect personalized, proactive and even pre-emptive services. Companies across various industries are changing their sales and services strategies to attract and retain customers. In this context, businesses need to embrace adaptive and agile technologies to manage millennial expectations and growth.

CSS Corp is a new age services company that harnesses the power of AI, Automation, and Analytics to address specific customer engagement needs. Reimagining customer engagements through contextualization are the core of CSS Corp’s services vision. We strongly believe contextualization is the new personalization. And that’s the way forward.

Automation and analytics are an integral part of our service delivery organization that supports global customers in various strategic and modernization initiatives. We differentiate ourselves by contextual adoption of new age technologies to identify customer challenges, ambitions, and objectives. Our digital platforms like Active Insights (Smart Analytics) and Cognitive Customer Experience Platform (AI in Customer Support) with a strong focus on improving customer lifecycle management, transforms the way companies make decisions.

As an organization, we work closely with business decision makers who are responsible for the customer experience and revenue generation mandate. Increasingly, we see businesses are looking for new age models and solutions that generate superior experience and guaranteed business outcomes.

CSS Corp has invested significantly in technologies like AI, analytics and conversational commerce platform solutions. Would you like to highlight some of the major benefits that the company has reaped in with these investments?

As AI technology matures, forward-thinking enterprises are plugging in conversational artificial intelligence in their strategic investment roadmaps to leverage it for customer service function. In fact, it’s predicted that “Conversational AI-first” will supersede “cloud-first, mobile-first” as the most important, high-level imperative for the next 10 years. [Source: Gartner]

To fuel the growing needs and expectations of customers, CSS Corp has built Cognitive Customer Experience Platform, an AI platform with an omnichannel interface that promotes convergence of human intelligence with machine intelligence to deliver simple and personalized customer experiences.

Cognitive Customer Experience Platform aims at bringing together various technologies like AI, Automation and Analytics with pre-built vertical assets, 360-degree customer context, intelligent process guidance and actionable insights that enhance customer interactions. It integrates with all customer channels like voice, email, chat, and website, and provides a seamless and consistent omnichannel experience. It offers predictive intelligence, automated queuing, routing and channel allocation. Cognitive Customer Experience Platform can offer personalized recommendations based on customer analytics. It can indicate customer emotions, intentions, and relevant signals during real-time conversations, thus improving customer satisfaction levels.

Cognitive Customer Experience Platform can constantly learn from customer interactions and build on its ever-growing knowledge base. It remembers facts, learns from previous conversations and can access online information by integrating with enterprise systems. Its ability to troubleshoot, answer complex questions and engage in interactive dialog makes it a third-generation virtual assistant.

Cognitive Customer Experience Platform as a conversational AI solution helps an auto retailer in streamlining their customer engagement processes. It enables users to schedule appointments for auto maintenance and integrates with backend systems to check slot availability and book appointments. We are seeing other traction about Cognitive Customer Experience Platform applicability in various client discussions.

Today, Cognitive Customer Experience Platform is the nerve center of all CSS Corp’s Customer Experience (CX) engagements driving customer-centricity. Cognitive Customer Experience Platform recently won the  2017 Silver Stevie International Awards and has been chosen as the Best New Product or Service of the Year – Platform as a Service. Our platform has garnered rave reviews from reputed industry analysts for its novel usage of AI in simplifying customer engagements.

All of us at CSS Corp is excited to explore new frontiers with Cognitive Customer Experience Platform that harnesses the power of customer centricity and builds an ecosystem that fuels unprecedented growth and innovation for our customers.

How are the company’s analytics solutions helping to deliver personalized experiences at every customer’s touch point?

At CSS Corp, we focus on delivering sustainable growth and value to our customers through advanced analytical models. Our advanced analytics models are based on the experience gained from supporting over 1 billion transactions for customers in the Telecom, Media and Technology (TMT) industry. These models are built on our Active Insights platform that promotes predictability, service and resource optimization and delivers value to our customers.

Active Insights, CSS Corp’s smart analytics solution provides insights into customer propensities, topics, issues and drives new revenue streams. Based on these insights, we enable businesses to dramatically improve customer experience by offering targeted and personalized solutions to their potential customers.

For instance, a large telecom company with millions of customers across the globe was losing customers due to lack of customer insights. To sustain the competitive edge, the customer decided to gain deeper insights about customer behavior, sentiments, and feedback from various channels. The customer also wanted to streamline their customer support function through analytics. CSS Corp helped them transform their customer support by analyzing customer experience within/across channels using survey analytics and logistic regression. We analyzed customer insights and behavior pattern leading to additional revenue through cross-sell/up-sell initiatives.

CSS Corp’s Analytics consulting framework assess organizations maturity level in decision science and continuously evaluates the effectiveness of operations against the business outcome. Our framework identifies key areas of improvements and provides recommendations to move from a reactive customer engagement model to a pre-emptive model. We understand the challenges customers face across different phases of customer life cycle management and identify underlying risks. We assess their maturity with the adoption of analytics and their ability to drive insights to help customers with crucial business decisions. Based on the assessment, a customized analytics strategy and a roadmap are created for organizations. We enable them to evolve from a transaction-oriented mind-set to relationship oriented thought process.

Digital, Analytics and Automation Services is one fastest growing business units at CSS Corp that is experiencing unprecedented growth and acceptance from our customers. Our analytics practice has attained a staggering growth of more than 100% in the last 12 months. Analytics is at the heart of our business strategy and having said that, we have also been recognized as a ‘Strong Performer’ in Customer Analytics services by Forrester.

How do you make use of analytical information and predictive/prescriptive models for better decision making?

Companies that deliver seamless experiences tend to retain their customers, get more incremental purchases from their customers, and generate additional revenues. To achieve this, companies need to invest in AI and advanced analytics solutions to surface new patterns and predict new contexts to influence customer purchasing decisions.

CSS Corp’s Active Insights platform applies advanced predictive models to each stage of the customer lifecycle, understands customer’s intent and proactively hits the target with the right recommendations and remediation.

The platform connects to multiple data sources including structured, unstructured, semi-structured, social media and sensor data. It analyses and predicts data in real-time, high velocity, low latency, and batch processing modes. Active Insights unleashes intelligent insights about customer sentiments, buying behaviors and satisfaction scores that drive business success. The solution aggregates customer interaction data from various touchpoints, converts that into recognizable patterns and recommends actionable insights resulting in faster issue resolution.

For e.g., one of our customers in the digital streaming industry experienced a sudden spike in customer complaints regarding channel unavailability. The complaints started compounding as the existing customer feedback mechanism did not allow them to identify issues in real-time. CSS Corp, using Active Insights, analyzed the last 12 months’ historical data and correlated it with real-time data to source patterns. We also did extensive social media analytics to capture the Voice of the Customer (VoC) and identified that the complaints were from customers watching a specific sports channel in a specific locality in CA. We proactively reached out to rest of the customers regarding service outage of the channel and sent a proactive info push once the channel was up. This reduced the incoming calls to their customer support by 50% and resulted in CSAT increase by 13%-15%.

What are the trends you see evolving in the space?

We are moving towards a conversational economy where the voice is the new frontier. A few spoken words to a smart virtual assistant can help accomplish a seemingly complex business transaction. As AI technology is maturing, forward-thinking businesses are plugging in conversational AI in their strategic investment roadmaps to leverage it for their customer service function.

At CSS Corp, we have embarked on a new journey in AI to disrupt the customer experience ecosystem with a new model called “Conversational X”. Conversational X aims at simplifying and personalizing customer engagements through AI based Voice platforms. We offer AI-based solutions that enable customers to have powerful, impactful conversations with brands and helps them with insights and a new radical vision to solve a challenge.

Our focus and investments in AI are helping enterprises adopt the right customer engagement and support strategy and move from traditional models to new age service models that help them identify new revenue streams.

Let’s better understand the key tenets of Conversational [X] that can help enterprises and even SMBs to personalize customer interactions.

Conversational Customer Experience- A new era of customer experience has dawned upon us. Voice assistants and social messaging have given birth to the intelligent experience economy and made the customer experience more conversational than transactional. You can ask Apple’s voice assistant – Siri – to get you weather updates, find out and help you buy specific movies, play your favorite songs and a gamut of other specific activities.

Amazon’s Alexa can help you perform several tasks like booking a doctor’s appointment; sports scores and game times; important event dates, hear the latest news; tracking traffic; manage calendars, to-do lists and shopping lists, set alarms and timers; read Kindle books and play audio books; make purchases; control smart home devices, etc.

Conversational Support- Many B2C businesses are using conversational intelligence with bots as a platform for offering customer support.  We offer tech support services with this new conversational model that would field customers’ questions and get more real-time access to resolutions. This boosts overall business efficiency and cost-effectiveness.

Conversational Commerce- Conversational commerce refers to real-time customer communication through different messaging applications and Chatbots. It fits into each of the distinct steps in the customer purchase journey. These platforms empower businesses to generate a sense of need for their products to potential customers. The chatbots also act as personal shopping assistants to customers.

conversationalX

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CSS Corp opens new delivery center in Costa Rica

CSS Corp, a leading IT Services and Technology Support company announced the opening of its new delivery center in Costa Rica. The center was inaugurated by the Honorable President of Costa Rica, Luis Guillermo Solis, and Alexander Mora, Minister of Foreign Trade, in the presence of Manish Tandon, CEO of CSS Corp.

CSS Corp has been in Costa Rica for four years and this expansion in the town of Tres Ríos, La Union, east of the Great Metropolitan Area, at Terra Campus, is a part of CSS Corp’s strategy to diversify its footprint globally. The new center reflects CSS Corp’s continued commitment to better serve their clients and help them in their transformation journey.

The inauguration of the new center augments the company’s vision to build a global network of delivery centers that offer new age services to its customers. The new 12,260 sq. feet facility will house 200 employees with scope for further expansion. Along with state of the art workspaces, it will have five technical labs, training centers and recreational areas, including a cafeteria. The center promotes adoption of energy efficient methods and has been designed keeping sustainability and employee-friendliness in mind.

CSS Corp launched its first center in Latin America in Costa Rica in August 2013, to cater to the steadily rising demand from clients in the region and globally for multi-lingual tech support capabilities.

We are pleased that CSS Corp is expanding its operations in our country and the fact that it will be generating up to 200 jobs. This is a recognition of the capacity and talent of the Costa Rican workforce. It also endorses our policy to attract additional investments through collaboration with the productive sectors and business chambers to reinforce the competitiveness of Costa Rica as an excellent destination“, said President of Costa Rica, Luis Guillermo Solis.

We are extremely delighted with the launch of our new delivery center in Costa Rica, which is one of CSS Corp’s global strategic centers. I express my sincere gratitude to honorable President of Costa Rica, Luis Guillermo Solis, and Alexander Mora, Minister of Foreign Trade for inaugurating the new delivery center that will be a strategic lever in ramping our support capabilities for our growing client base globally.” said Manish Tandon, Chief Executive Officer, CSS Corp.

Costa Rica is an ideal nearshore location for CSS Corp. The country’s central time zone makes it a perfect location for real-time collaboration, especially for our customers in North America. With its rich pool of diversified talent, stable political environment, and ease of access, Costa Rica was an obvious choice for the new center to expand our footprint in the region. With this development, we look forward to partnering further in the country’s economic growth, while responding to clients’ needs faster than ever before,” he added.

Earlier this year, the company launched a new global delivery center in India (Bangalore) to house the company’s expanding Infrastructure Management and Tech Support Business. The 34,000 square feet delivery center features 320 workstations and enables CSS Corp to provide future ready services to its customers.

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CSS Corp’s Customer ALE wins TSIA Support Operations Award

CSS Corp, a new-age IT services and technology-support company, has helped ALE, operating under the Alcatel-Lucent Enterprise brand (ALE) to win Certified Support Staff Excellence Center status for the third year in a row, for operational excellence in their support operations.

The recognition was awarded by Technology Services Industry Association (TSIA).

 CSS Corp has been working with ALE for over 15 years, providing technical support to the company, enabling them to consistently engage their customers and provide high quality customer service.

With CSS Corp’s technology support, ALE was able to significantly reduce recurring ticket incidents by nearly 20 percent, and fully complete ticket closure on customer cases improving customer satisfaction across four regions and global support centers.

CSS Corp has been enabling major global telecom service provider/telecom operator companies, including ALE to enhance customer engagement while creating opportunities for additional revenue generation. It has been supporting 30 out of top 50 telecom companies in the world, both directly and indirectly. As a true support partner in growth, CSS Corp’s strengths in rendering technology support has been recognised across global telecom organisations.

CSS Corp provides comprehensive enterprise support; right from establishing a Welcome Centre to Automated Customer Care Support to Field Training, support and maintenance. It harnesses the power of automation and data to enable enterprises to move from a reactive support model to a pre-emptive and proactive support model.

Sunil Mittal, EVP and Chief Sales and Marketing Officer, CSS Corp said, “As more companies in telecom and hi-tech embark on digital transformation journeys, they are looking for the best partners who understand their business deeply and can provide the right support. We are delighted to be a long-time and trusted partner to ALE and our other telecom clients, and remain committed to delivering better value at speed to realize meaningful business outcomes by reimagining customer engagement.

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Conversational AI can partner doctors, not replace them: Vasudevan Sundarababu

~ In an interaction with ETHealthworld, Vasudevan Sundarababu, Senior Vice President and Chief Technology officer (CTO) at CSS Corp, shares insight on developments in conversational artificial intelligence and how it is redefining the healthcare scenario ~

 

AI does improve and cut down on the human error in terms of diagnosis and relapse however the final decision is taken by the doctors. In an interaction with ETHealthworld, Vasudevan Sundarababu, Senior Vice President and Chief Technology officer (CTO) at CSS Corp, shares insight on developments in conversational artificial intelligence and how it is redefining the healthcare scenario.

Your views on conversational AI adding value to healthcare
Conversational AI is revolutionizing patient interactions primarily in booking appointments, obtaining drug information and receiving healthcare reminders like flu vaccination. Conversational AI and chatbots are the last mile of digitization, before that comes contextualization. Contextualization is the new personalization. So how do I understand the context or need of a patient? That happens with the digitization and creation of a robust knowledge base, which voice-based channels can tap into.

The accuracy of the technology revolves around deep understanding of natural language processing and replying in a contextual manner. This technology is rapidly evolving and I think in the next 2-3 years, the usage would be more prevalent as it would reduce waiting period in the hospitals, help in explanation of drugs in prescriptions and so on. So, the usage and adoption will be very high going forward.

Having said that, in the near future, conversational AI is not going to prescribe a medicine to patients because prescription of medication involves consideration of multiple factors beyond just the codified data. Conversational AI isn’t intelligent enough to replace doctors and we are still far away from that point.

How ML and AI improve diagnosis?
AI is currently used as an augmentation tool for doctors, basis which they can take informed decisions. There are many use cases where it has been effective. Importantly, AI helps us to reduce false negative results. For instance, if there is a tumor which can be cancerous, and the results are false negative, AI helps to detect that and report it. It helps to flag scenarios which escape human eye or human diagnosis. AI can be used to analyze various images like CT Scans and X-rays. So, AI does improve and cut down on human error in terms of diagnosis.

Another place where machine learning and AI helps us is in relapse. The system analyses and tracks cases of a possible relapse occurring which may not be normally identified by physicians. These cases are spotted and post-surgical care can be also suggested through ML and AI technologies. But reiterating that the final decision is still taken by doctors, so human intervention is still required.

What are the limitation and challenges of AI in the current Indian healthcare setting?
India is steadily adopting AI, but the adoption in healthcare as compared to the West is still relatively slower as it is mainly to do with digitization. AI needs data to work. The first step should be digitizing all patient health records from x-rays to prescription records to truly harness AI capabilities. Digitization and AI would also tremendously help in other healthcare areas like drug development, clinical trials and analysis of surgical procedures.

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Telcos have great opportunity to collaborate with OTT providers: CSS Corp’s Nishikant Nigam

~ With the rise of OTT content providers, telecom operators have got yet another opportunity to increase their revenues ~

 

With the rise of OTT content providers, telecom operators have got yet another opportunity to increase their revenues. In a conversation with ET’s Tina Gurnaney, Nishikant Nigam, EVP and chief delivery officer at CSS Corp, talked about how telcos can make the most of OTT content platforms and collaborate strategically. Edited excerpts:

How do Indian telcos see the content space?
Indian OTT market has about 25 players. Telcos are offering regional content and Live TV services, for example, Reliance Jio TV has over 550 live TV channels, helping them increase their 4G subscriber base. Airtel TV app offers 300 LIVE TV channels, including 29 HD channels offering 6000 plus movies and regional shows. This has made the COAI (Cellular Operators Association of India) pressing the need for licensing regulation to level the competitive landscape with OTT players.

How are telcos collaborating with OTT content providers to increase subscriber base?
There are 2.5 billion digital customers globally who are under 25 years of age, as per McKinsey. On an average, these young digital users spend 315 minutes online each day as compared to 126 minutes for customers over 25 years. There is a big battle amongst telcos to conquer the attention of these digital native customers.

Telcos have no choice but to collaborate with OTT providers to sustain their market position. The race to maximize revenue opportunities has led to free subscriptions for users, partnerships, collaborations, and acquisitions to create win-win situations in this space. Notable examples in the OTT-telco space being AT&T acquisition of Time Warner, Reliance Jio partnering with Discovery Communications, Vodafone offer of free 12 month Netflix subscriptions, the rapid expansion of Airtel’s video OTT platform to 66 million subscribers and the massive spike in the subscriber base of its music app Wynk to 102 million subscribers.

What are the recent trends that you’ve observed in the telecom-OTT space?
Telcos of the 90s were operating in silos. With the advent of digital, today telcos have created an integrated ecosystem that involves various stakeholders like news agencies, content aggregators, payment gateways, over the top (OTT) media services and record labels. This model significantly increases service consumption and average revenue per customer (ARPC) through a single platform.

So, it’s quite evident that traditional telco business models are getting jeopardized with increasing dominance of OTT even in the areas such as messaging and voice. Some of the key market trends seen are personalization and customization, technology adoption to drive high data rates, OTT messaging, content distribution, and user-generated content.

Consumers are putting a premium on more personalized experiences and customized services. Data consumption has risen due to OTT adoption and given way to video on demand. OTT messaging has also caught up, fast IP networks have enabled OTT messaging service providers to offer services such as voice messages, media sharing, microblogging, stickers etc.

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CSS Corp recognized as major contender in cloud enablement services by Everest Group PEAK Matrix™

CSS Corp, a new-age IT services and technology support company, today announced that the Everest Group has recognized the company as a ‘Major Contender’ in its PEAKMatrix TM for Cloud Enablement Services. Demonstrating its innovation and growth in the market, CSS Corp was strongly positioned for its ability to delivery flexible, on-demand, scalable and elastic services which make them well-positioned to help enterprises transform from legacy systems to new age digital ecosystems.

Everest’s PEAK MATRIX is a framework to assess the relative market impact, overall vision and capability of service providers. The report provides a view of 20+ vendors and recognizes key players with advanced cloud expertise that help enterprises in seamless transition to the cloud.

CSS Corp’s Cloud Migration Services enables enterprises to simplify migration planning for agile cloud adoption, remove cloud transformation complexities, and move beyond IaaS to improve cost and efficiency, resulting in better customer experience and faster time to market.

CSS Corp has developed a complete suite of solutions to shift from a “program” to “continuous delivery” model for cloud adoption.  Key cloud solutions are:

  • CloudMAP – Automated cloud migration assessment and planning for a specific business process or enterprise workload. Reduces migration planning time by at least 40%.
  • CloudPATH – Simplified, industrialized and predictable method of migrating enterprise workload through re-factoring, re-platforming and live workload migration. Improves success rate of migration by 30-60%.
  • CloudDRIVE – Operational readiness from day 1 in the cloud using Next-gen predictive operations and automation platform for continuous optimization. Saves cloud spend by 20-25%.

Speaking on the recognition, Manish Tandon, CEO, CSS Corp, said, “Cloud is becoming a mainstream component of enterprise IT ecosystems. With a plethora of cloud migration services available today, it has become important for enterprises to choose the right service provider with the right set of capabilities. CSS Corp’s Cloud Migration and Management services makes a compelling business case on both technical and commercial aspects.”

He further added, “We are delighted at being recognized by Everest for our capabilities in the cloud migration segment, which reflects the value we deliver to our customers through our differentiated cloud offerings and innovation in service delivery.” 

About CSS Corp

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

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The Digital Juggernaut

~ The Digital Juggernaut ~

 

Digital disruption is testing the glory days of the IT Organization. More than ever, the CIOs need to double as a business leader as well as the driver of tech. So, are CIOs ready to embrace Digital and take their enterprises to next orbit of growth?

This became more pronounced when in the 1990s, IT was initially seen as a cost center and this changed as the years went by and when the ERP wave swept the enterprises in the 1990s, the nondescript MIS department tucked somewhere in the basement, suddenly became a celebrity and thus CIOs were born. Their stature grew because they purchased IT. And today with the advent of Digital, enterprise IT organizations are at the threshold of a major technology transformation.

CIOs by and large also agree that technology is becoming increasingly complex. Too much focus on understanding the technology will distract the CIOs from focusing on areas like business, IT alignment and collaboration which are critical and a key competency expected from a CIO by the CEO and the businesses today. More than understanding the nuts and bolts of each technology, the CIO has to focus on assessing the relevance of these technologies to the organization and explore ways and means to introduce new technologies in the organization.

Phanikishore Burre, Senior Vice President and Delivery Head – Cloud, Infrastructure & Security Services (CIS), CSS CORP

The rapid transition to digital has significantly changed the world forever. Digital has disrupted markets including India to a great extent and transformed the dynamics of customer engagement models in recent times. Traditional business models are declining as customers look for value beyond cost optimization. Organizations that are stuck in traditional engagement models have been plagued by inefficiencies across the board, with several layers and workflows. They have a cost centric focus and the information flows through discrete channels.

But digital has come in like a typhoon and cleaned up the entire ecosystem. It has given rise to an immediate turn around and brought in omni-channel experiences and transparency to operations. It has connected the consumer and the brand seamlessly.

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Flashback 2018: Cloud’s popularity soars but policy challenges are on the horizon

Cloud computing has been among the biggest talking points in technology this year, as large Indian enterprises embarked on digital transformation journeys driven by the promise of higher revenues and improved productivity, lead generation, customer satisfaction and business intelligence.

Several startups, too, were born in the cloud in the year gone by. Simply put, this means they started their operations in the cloud after being lured by service providers such as Amazon Web Services (AWS), Microsoft Azure, IBM, Google, Oracle and Alibaba, among others.

These services ranged from storage to computing and analytics for business intelligence, with nimbleness being the overarching theme.

Abbas Godhrawala, partner-advisory services at EY, said that cloud computing had indeed taken off in India during 2018.

“Cloud customers now include everyone from startups to large Indian corporations,” Godhrawala told TechCircle. “The biggest advantage of cloud for organisations is the cost benefit due to resource pooling. We believe cloud will continue to accelerate in India and gather momentum owing to the growing trend of digital adoption.”

Market research firm Gartner had projected that India’s public cloud services revenue would grow 37.5% in 2018 to nearly $2.5 billion. This would see India outpace the global market, which was expected to grow 21% to reach $175.8 billion in 2018.

Godhrawala said that there has been a rapid rise in enterprise spend on public cloud, notably Azure and AWS, while private cloud spending has been declining.

Phanikishore Burre, CSS Corp senior vice president and global delivery head-networks, cloud, infrastructure & security services, said that cloud has certainly gone mainstream in India in terms of adoption.

“Migrating to cloud has created a paradigm shift in enabling organisations to launch businesses faster and smarter,” Burre explained. “Cloud has emerged as a critical business driver for more and more businesses seeking to achieve competitive differentiation and faster time-to-market.”

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CSS Corp Recognized as Leader in the Digital Workplace by ISG

Bangalore, Karnataka, India: CSS Corp, a new-age IT services and technology support company, today announced that it has been recognized as a market leader in the digital workplace by Information Services Group (ISG), a leading global technology research and advisory firm.

According to the 2019 ISG Provider Lens™ Digital Workplace of the Future Report for the U.S., CSS Corp, based out of Milpitas, California, United States was among the leading providers in the Digital Workplace of the Future Managed Services – Mobility Support category.

“Leaders in our digital workplace report are helping companies make their employees’ lives easier by allowing them to use the technologies of their choice,” said Jan Erik Aase, director and global leader, ISG Provider Lens Research. “Digital workplace leaders are helping employees of their clients engage in more satisfying and efficient ways with their companies’ data and applications.”

The ISG report noted that, “CSS Corp has developed smart workplace support services based on cognitive automation and offers flexible usage options to midmarket clients.” Earlier this year, CSS Corp was featured in the Top 25 Digital Transformation case studies in 2019 by ISG.

Manish Tandon, Chief Executive Officer, CSS Corp, said, “In this age of hyper-connectivity and heightened customer expectations, global organizations are looking to create workplace environments that enable their employees to be most productive. In this context, we have been working with leading organizations to help them set up workplaces of the future. Our digital workplace solutions, powered by mobility and augmented reality technologies, coupled with best-in-class services, is an ideal option for organizations who are looking to transform their work environments. We are glad to be recognized as leaders by ISG for our digital workplace services.”

The 2019 ISG Provider Lens™ Digital Workplace of the Future Report for the U.S. evaluates the capabilities of 28 providers across four quadrants: Digital Workplace Consulting Services, Managed Services – Workplace Support, Managed Services – Mobility Support and Managed Services – Mobility Support for the Midmarket.

The ISG Provider Lens Quadrant report series draws insights on service provider capabilities from focused surveys, briefings, interviews with providers, input from ISG advisors, ISG benchmarking data, and data drawn from the ISG Contracts Knowledgebase™ and ISG Engagement Database™. The series is a complement to the ISG Provider Lens Archetype reports, which offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 70 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries-a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data

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Future-proofing employees to overcome challenges

“Experience is a good university, but the fee is high,” goes the popular adage. However, when it’s about learning at the speed of change, not all employers can afford the time, resources, and costs of learning through experiences alone. Thus, for swift learning on the job, employers are turning toward various skilling programs and across L&D departments, conversations about the need for crafting programs to advance employees across agile project turfs are galore. The benefits are two-fold; first, today’s futuristic employers want to proactively gear up their teams for upcoming projects and clients’ changing requirements. Second, it paves a stable path for careerists wishing to move ahead.

Technology at the fore

Employee skilling has many faces: reskilling, upskilling, e-learning, short modules, and so forth and the approach of an organization varies when it comes to how they deliver these programs. However, the use of latest tools and technologies for providing learning should be at the convenience of employees and never at the cost of ongoing projects. When asked about their learning strategies, the L&D head of a new age services firm quipped, “How does one eat an elephant? Bite by bite. Long-term courses do have their place, but this is specifically about targeted micro-modules or ‘bites’ that support employees on specific project requirements.” So therein lies the answer; from e-learning solutions, video streaming services, and cloud platforms to online certifications and digital skilling frameworks for massive open online courses (MOOCs), technology is the common denominator that pushes the learning continuum.

The current scenario

Today’s new-age technologies whet the appetite of freshly-minted professionals. They’re eager beavers who are attuned with the market and are acutely aware of the need to differentiate themselves in a competitive environment. The landscape is teeming with talented job applicants who have a range of options to choose from, and they’re mindful of the area they want to specialize in. In a sense, their exposure to new technologies and career options is at an all-time high when compared with candidates a decade ago.

The existing gaps

The advent of innovative learning initiatives to train the existing workforce in niche technologies and domains is a surefooted path to building a competent workforce. However, on the one hand, a talented pool of applicants is in the waiting; on the other hand, a lacuna persists between the market’s demands and their corresponding skill requirements from job applicants. This mismatch is hurting companies and prospective job applicants alike.

To bridge this gap, technology firms are offering training programs in specific skills by partnering with government institutions, trade bodies, not-for-profit societies, and educational service providers. Take, for example, NASSCOM, National Skill Development Corporation, ICT Academy, and others who partner with top technology firms to prepare a skill-based curriculum. This kind of a partnership model serves the needs of a rapidly changing industry by ensuring that students are “in the know” when it comes to new-age technologies (AI, ML, Big Data, Analytics, and the like). Not just technical skills but also soft skills, communication, and writing skills. Therefore, these initiatives ensure that applicants are career-ready even before they start marketing their skills to employers — a win-win situation for all.

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