Ways in which telecom companies drive competitive advantage using AI

Digitization has shifted the competitive boundaries in this sector with voice and messaging businesses experiencing a downward spiral due to the frantic use of social media channels as a medium of communication.

The telecom industry has undergone a radical transformation in the last few years.

Digital and new age technologies have also presented a plethora of opportunities for telecom companies to rebuild their market positions, and re-engineer their existing business processes and products to delight customers. Adopting newer technologies can create strong competitive advantage for telecom companies, while improving customer engagement.

With increasing unpredictability in the market, magnitude of the competition and ever-changing customer expectations, organizations need to renovate, innovate and evolve much faster than the market to stay relevant. Several leading industry influencers, analysts and futurists have reaffirmed that AI can help an organization endure the storm of changes in the ecosystem.

Just as electricity transformed almost everything 100 years ago, today we have a hard time thinking of an industry that we don’t think AI will transform in the next several years.

Powering the Experience Economy with AI

Demand for personalized customer experiences across different industries is fueling the AI boom. McKinsey projects that telecom, high tech, and financial services are the leading early adopters of machine learning and AI to gain competitive and internal process efficiencies.

Forward-thinking telecom companies are increasingly plugging in conversational artificial intelligence in their strategic investment roadmaps to leverage it for customer service functions. Regardless of wherever you fall in the AI spectrum, the fact that speaks volumes is that we’re foraying into a key transformative cycle across most industries.

Artificial intelligence is poised to unleash the next wave of disruption in telecom. The advent of artificial intelligence, sharing economies, advanced automation and modern currencies are likely to disrupt the face of the telecom business landscape.

The next few years are expected to be the golden age of the consumer, who’d have more control and choices than ever before. This continued evolution in consumer demand, coupled with proliferated smartphone usage, will continue to drive fundamental changes in the way consumers react to services and have taken the consumer-brand collaboration to the whole new level.

Artificial Intelligence (AI) & The Telecom Industry

The telecom industry is increasingly adopting AI, primarily triggered by the enterprise requirements to drive viable efficiencies and consumer demand for contextualization. It helps telecom operators in assessing the offer conversion rates and content usage trends. AI also plays a critical role in subscriber profiling that helps in extending custom offers to subscribers based on their specific needs, at the right time.

AI can help incredibly in the support department of telecom companies by detecting the problem and take actions autonomously within the policy framework. It can also predict system failure and prompt the remedial actions to combat the situation. With 5G network, high-density urban deployments would be needed, which will generate many patterns that would not be possible for humans to manage, but which AI can.

Why does Telecom need AI now?

Disruptive technologies such as IoT have created a number of endpoints for the telecom operators. The Advent of 5G is likely to lead to high-density urban deployments, which would create multitudes of patterns that’d be practically impossible for humans to manage but a task made easy by self-learning AI.

AI is likely to impact the telecom industry across a wide range of areas such as:

  • Traffic classification
  • Anomaly detection
  • Resource utilization
  • Network optimization
  • Network orchestration
  • Humanizing telecom customer service through AI-powered chatbots
  • Creating personalized and adaptive customer journeys

Betting on AI to lead the expectations game in telecom customer support

AI can deliver a certain level of responsiveness that isn’t humanly possible. A Forrester report on Customer Service Trends discusses the concept of pre-emptive customer service. The telecom sector companies have now started to tap the power of intelligent virtual agents to supplement their static self-service content with conversational interfaces. Proactive support, self-service, call deflections are now standard. This proactive customer experience offers telecom companies with a competitive advantage in the form of increased productivity and efficiency gains and will solve most of the issues related to customer care, network coverage, billing, service/product offering and many more. Personalization of service and care would witness a new benchmark. Integration of omni-channels and knowledge sources helps a great deal in this transformation. It’s a win-win situation for telecom companies and customers, alike.

AI to play a key role in automating the telecom networks

IDC has predicted that 31.5% of the telecommunication organizations are mainly focusing to utilize current infrastructure and 63.5% are making new technology investments for AI systems. The Counterpoint Research indicates that the AI application in mobile networks covers three applications – Self Optimizing Networks (SONs), Software Defined Networks (SDN), Network Function Virtualization (NFV) and enablement of neural networks. SONs are likely to be the first to arrive and these would enable the operators to automatically optimize the network quality that’s based on traffic information by region and time zone, powered by different machine learning algorithms.


The telecom industry, by virtue of its scale and continued growth, is a perfect playfield for highly sophisticated Artificial Intelligence (AI) and automation technologies. Leveraging this disruptive technology, telecom companies can dramatically cut down their operating costs, while improving their quality and speed of services and resultant customer experience. Machines have already started reading the network content that determines how to route the network traffic. The next frontier would be self-optimizing networks that are based on the existing conditions, pre-set goals and limits. However, we are just at the beginning. The telecom industry is poised to see even bigger changes, driven by AI, with the ultimate goal of delighting the customers.


CSS Corp wins 2021 BIG Innovation Award

CSS Corp, a new-age IT services and technology support company, today announced that it has been named a winner in the 2021 BIG Innovation Awards in the best products category by the Business Intelligence Group (BIG) for their homegrown platform, Contelli.

CSS Corp’s Contelli enables enterprises to unlock the full potential of their IT infrastructure with a business-first transformation approach, powered by cutting-edge cognitive technology. It is a one-of-its-kind advanced AIOps platform that harmonizes, automates, and modernizes every aspect of infrastructure operation.

It drives self-provisioning and self-healing infrastructure, on-demand capacity management, algorithmic operations, proactive security threat prevention, predictive analytics through advanced pattern matching, and cost analysis and optimization. Contelli is incredibly flexible to modern enterprises’ needs as it can work in multi-cloud, on-premise, hybrid, and multi-technology ecosystems.

The platform is highly modular to be tailored to suit any client environment. The solution has proven to be a key driver for operational excellence, process efficiency, and resource optimization for CSS Corp’s customers.

“Being recognised by the Business Intelligence Group reinforces our deep expertise in effectively manging enterprise and IT operations ecosystems. Our solutions are built with a focus to drive business outcomes for our customers and transform their challenges into opportunities. This recognition is a testimony to our constant effort in delivering winning results for our clients. Our focus on improving customer engagement has helped us innovate and adapt to changing industry trends and seamlessly meet customer needs through our technology-driven solutions,” said Manish Tandon, Chief Executive Officer, CSS Corp.

“Not only innovation allows organisations to stay relevant in the market, but also helps humanity to progress by making our lives more productive, healthy and comfortable. We are thrilled to be honouring CSS Corp, as they are one of the organizations leading this charge and helping humanity progress,” said Maria Jimenez, chief operating officer of the Business Intelligence Group.

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.

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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 PEAK MatrixTM 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.


Technology Predictions 2018: Artificial Intelligence

In 2017, Artificial Intelligence crossed the barriers from being a buzzword to a major business driver for enterprises. AI coupled with improved machine learning capabilities made inroads into numerous fields. Organizations have started investing in smart systems aimed at marked improvements in business efficiency, security, data analysis, and delivery. AI has been helping companies redefine the customer experience. Big data, powered by AI is transforming how businesses are defined, designed and delivered.

Gartner forecasts that AI will lead to $200 billion in the new revenue and 768,000 new positions in 2018 alone. Another study predicted that almost every new software product or service will adopt AI by 2020.  Humungous amounts of data being generated each day have been the main driver as enterprises apply this data-driven intelligence to automated machine learning to meet business goals.

Businesses will start to experiment with collaborative and conversational technologies in order to revamp and contextualize customer-centric experiences. Chatbots have been the first deployments of AI and are rapidly evolving and can now almost mimic humans perfectly.  2017, also witnessed widespread adoption of smart voice-enabled devices like Alexa, Siri, Google Assistant and Cortana in the consumer space. Businesses will start to leverage these voice-enabled devices in 2018 and find new use cases for it.

AI-driven products and services are enabling businesses to drive sales & support cycles and explore new revenue channels. Businesses and customers alike will witness a growing AI influence in their life. Businesses will inculcate intuitive decision making and enhanced interactive capabilities between chatbots with humans. AI will also impact solutions like ERP and CRM systems in a number of diverse ways in 2018.

“Technologies such as AI, voice assistants and social messaging will give birth to the intelligent experience economy, making the customer experience more conversational than transactional.” – Sunil Mittal, EVP & CSMO, CSS Corp

CSS Corp Recognized as a Disruptor in Avasant’s Intelligent Automation Services RadarView™ 2019-2020 Report

Bangalore, Karnataka, India: CSS Corp, a new-age IT services and technology support company, announced today that it has been recognized as a “Disruptor” in Avasant’s Intelligent Automation Services RadarView™ 2019 Report. Avasant acknowledged CSS Corp’s consistent innovation in its RPA solutions and indigenous AI-enabled platforms, Contelli and Active Insights. The report evaluated 24 global service providers against key criteria including scope and quality of portfolio, performance and growth, innovation capabilities, geographic coverage, implementation experience, case studies, and client satisfaction score. Avasant’s report has recognized Contelli and Active Insights, CSS Corp’s homegrown intelligent automation platforms for its adoption of RPA, AI, and analytics in IT processes transformation. The platforms leverage cognitive technologies to drive the customers’ service delivery operations, accelerating growth, and predictability. The context-driven platforms together drive end-to-end automation of both front-office and back-office processes. CSS Corp has used the platforms successfully to fast-track IT automation for its customers across telecom, media, hi-tech, banking, and retail industries.

According to Swapnil Bhatnagar, Research Director, Avasant, “With the advent of more disruptive cognitive technologies, the enterprise journey of intelligent automation has traversed from a rule-based approach to judgment-based automation. CSS Corp’s automation strategy is in tandem with this market opportunity with a clear focus on the contextual adoption of automation for back-end as well as front-end processes by leveraging AI and analytics. This approach, in conjunction with heavy investments made in innovation labs for incubating solutions and reskilling its workforce for the next leap of automation, has made CSS Corp a Disruptor in Avasant’s Intelligent Automation Services RadarView 2019-2020.”

Speaking on occasion, Manish Tandon, CEO, CSS Corp, said, “Being recognized by Avasant as a disruptor in intelligent automation services reinforces our deep expertise and innovation in effectively managing enterprise and IT operations ecosystems. Our cognitive solutions are built with a focus to drive business outcomes for our customers and transform their challenges into opportunities. We will continue to engineer value for our customers through cutting-edge solutions and ensure they stay ahead of the disruption curve in the IT landscape.”

The Intelligent Automation Services RadarView 2019 Report addresses the dual need of the enterprises to leverage both the RPA and the AI-enabled IT automation space, and to identify service providers that span both. Avasant’s RadarView™ is an independent assessment that reflects the true capabilities of service providers, with a view of evaluating them as long-term partners for digitally evolving global organizations.
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‘Single-biggest’ quarter for CSS sees 13% Growth

CSS Corp, which is majority-owned by private equity company Partners Group, said it had its biggest ever third-quarter revenue growth of 13% as it focuses on newer technologies and newer offerings and is building its business for stronger growth in 2018.

The Bengaluru-headquartered company, which has over $150 million in revenue, was targeting 15% growth this year. Manish Tandon, former Infosys executive vice-president, has been at the helm for over a year and says the company has been successful in the past year, but still has some way to go.

If you are just focusing on the CIO buying centre, then it is a small opportunity,” Tandon, CSS CEO, told ET. “You need to focus on the business side, but then, you need a different set of capabilities. That is what we are trying to build and we have been reasonably successful for the past four quarters. We just finished quarter three. It was the single-biggest quarter in the history of CSS Corp. The sequential growth number is something people will die for, 13%, though there were some one-time impacts.

The company is also expecting a better operating environment in 2018 and is building out its business to capitalise on the improvements.

We are on a good growth momentum and I am very bullish about what we are doing. We have put a great team in place. We are also adding to the team in HR, sales and solutions. Going into next year, I am very bullish,” Tandon said.

Over the past year-and-a-half, since Tandon took over, CSS has been investing in growing its offering. In addition to Tandon, the company hired other high-ranking Infosys executives and has beefed up its sales and solutions teams.CSS has over 5,500 employees globally and Tandon has previously said the company is open to an initial public offering or a sale to strategic buyers as a way to provide and exit to its PE investors.

Tandon said CSS had spent the last year learning, refining strategy and paring its offerings to focus on the few that showed the most potential.

Unlike the CEOs of his larger rivals, Tandon does not believe that a generic push to automation will help the industry deal with the disruption that has begun to hit the companies.

If you think that someone can build a product that can bring AI and automation to everything out there, then you are missing the point and that is what some of the legacy companies are trying to do,” he said.

I don’t even talk about automation, AI and all those terms. I tell my customers that today, you are running this cost centre and paying me $2 million. Here is a way in which you can earn $3 million. CEOs don’t care if you are using artificial intelligence (AI), automation or nails and hammer. It doesn’t matter.


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ICT Enterprises for Green IT

Environmental concerns have gained significant traction in the last decade and organisations are acutely aware of their roles and contributions toward the society. In the wake of a worldwide debate over a range of environmental concerns such as global warming, water shortages, E-waste, Greenhouse Gas (GHG) emissions etc., Information and Communications Technology (ICT) enterprises are frenetically racing to meet their green goals. Flip through any of the annual sustainability reports to find the “environment” section showcasing a bevy of Green IT initiatives that reveal the stats on carbon footprint, waste recycling, GHG emissions, energy savings and so forth. Initiatives that address environmental issues take the top spot in the corporate strategies of IT firms.


Green IT is an agenda of every enterprise seeking to lower carbon footprint, improve Power Usage Efficiencies (PUE) and reduce waste with the goal of lowering the Total Cost to the Environment (TCE). Green IT encompasses water, E-waste, business travel, electricity, printing, and IT operations. It entails the possibilities of deploying technologies that reduce computing requirements through optimal use of the IT hardware architecture.

As enterprises plan greener or environmentally friendly IT infrastructures, the arrival of resource saving technology marks the shift away from setting up large scale physical infrastructures with the objective of reducing TCO and TCE. Though cloud has become a major phenomenon, it is a fact that many IT enterprises are still working towards reducing the impact on the environment by designing resource saving IT architectures for the years ahead.

In view of the environmental challenges, enterprises are setting up new-age data centres with a keen focus on protecting the environment. An example of resource saving technological concepts is the use of sustainable alternatives such as virtualisation and cloud computing with the help of partners or innovators such as Microsoft Azure, Amazon Web Services and Google Cloud. Both virtualisation and cloud computing are core elements of an overarching green IT strategy for enterprises worldwide.


Virtualisation offers ideal utilisation of hardware for optimising power consumption in datacentres. Instead of deploying various physical servers, enterprises are leveraging the server virtualisation concept to meet the computing demands of users and the benefits are phenomenal. Several hundreds of servers are virtually run on a few physical servers by sharing computing resources. Virtualisation extends to PCs also for running multiple virtual machines on one single machine. There is no denying that virtualisation reduces drastically the need for more physical space, cooling appliances and power supply; the other benefit is that it increases rapidly the flexibility and uptime of IT applications. Hence, by freeing up spaces, reducing energy consumption and carbon emissions, virtualisation proves to be a cost effective and sustainable alternative.

“There is no denying that virtualisation reduces drastically the need for more physical space, cooling appliances and power supply; the other benefit is that it increases rapidly the flexibility and uptime of IT applications. Hence, by freeing up spaces, reducing energy consumption and carbon emissions, virtualisation proves to be a cost effective and sustainable alternative.”

– Satyanarayanan Visvanathan, Senior VP & Head,

HR (Global) and Head, Corporate Quality, CSS Corp

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Revealed: The Secret Behind CSS Corp’s Turnaround

While other infotech behemoths are ruing about the adverse market conditions, CSS Corp is thriving on this adversity and quietly scripting a turnaround

These are nervous times we live in. Everything that could go wrong has gone wrong for the $154-billion IT industry. And when things go wrong for the IT sector, which has been one of the largest organized job creators, it doesn’t take long for the workforce at large to come under pressure.

A weak growth outlook with IT firms trimming their revenue growth forecasts, stagnant employment growth, tighter performance parameters, massive layoffs, and a dented workforce confidence- the signs are ominous.

The turmoil in the industry began with the tectonic shifts being dictated by the emergence of new age technologies, change in the patterns of technology consumption and adoption, customers’ need for going digital and the growing clamor for automating business processes. And the geopolitical scenario in the US resulting in a clampdown on H1B visas is only adding to the industry woes.

On the Rebound

Happy news about the IT industry isn’t easy to come by these days. The news reports, for the most part, convey the chilling reality of the floundering industry.

But there are a precious few who thrive on adversity. A new age IT services and technology support company CSS Corp is a case in point. Undeterred by the wobbles in the larger IT industry growth story, the Milpitas headquartered CSS Corp is going forward with a confident, unhesitating tread.

There was a time, not too long ago, when CSS Corp was posting a flat growth in its revenue. But sometimes things have to go wrong in order to go right. The technology company exemplifies this idea better than any of other feisty stalwarts of the IT industry in India. CSS Corp has come a long way since those days of sluggish revenue growth.

After several years of flat revenues, the IT services firm is seeing its revenues rebound. After 2-3 years of flat revenues until FY17, CSS Corp has been observing steady sequential growth since the past three quarters. It closed FY17 with a revenue of $143Mn. And with this pace, the IT services firm is targeting 12-14% growth year on year in FY18.

Information and Communications Technology company CSS Corp is a $150-million technology company owned by Swiss PE firm Partners Group, which is 2013, acquired a majority stake in CSS in a $270-million transaction, and now owns 92 percent stake.

Headquartered in the United States, CSS Corp has delivery centers in India, Costa Rica, the Philippines, Poland, and Mauritius. In India, the company is based out of Chennai and Bangalore and has a head-count of 5600 technology professionals in 16 of its global centers across the world. CSS Corp has service delivery centers at 13 locations worldwide, including India, the US, the Philippines, Poland, Mauritius, Costa Rica, and China. It recently expanded its workforce by opening new delivery centers in Costa Rica and Bangalore. The technology firm has over 140 clients, including Fortune 1000 enterprises. It is responsible for supporting 30 out of 50 telecom companies in the world

On Course for Comeback

Quite like the Phoenix, CSS Corp is rising from its own ashes. The technology firm is adapting to the altering dynamics in the industry. To ensure that it is aligned with its customer needs, business priorities, and the overall industry evolution, CSS Corp has chalked out a growth strategy.

English mathematician, computer scientist, and logician Alan Turing once said: We can only see a short distance ahead, but we can see plenty there that needs to be done. CSS Corp has adopted it as its growth mantra.

Keeping a finger on the customer’s pulse, watching the market, shaping its future course and consolidating its position in the market. CSS Corp is doing all of that—and more.

For CSS Corp the turnaround in revenue momentum can be attributed to its laser-focused approach towards managing customer engagements through new age technologies and drive service delivery excellence through Innovation Labs. This approach has resonated well with its customers.

Digital is the new fuel of enterprises. Our vision is to be a new age services company,” proclaims Nishikant Nigam, EVP and Chief Delivery Officer at CSS Corp.

In pursuit of this challenging target, CSS Corp created its Innovation Labs, around four quarters back. It is a 70 member team with expertise in various technologies like TensorFlow, BigData, BigTable, Hadoop. Across the teams, you will find UX Designers, Cloud & Automation Specialists, Extreme Programmers, BigData Engineers, AI & NLP Experts, Data Scientists and as well as professionals from diverse fields like linguists, behavioral researchers, and domain specialists.

The Innovation Lab is not merely a physical entity, it is a concept which permeates across the organization. In some sense, it drives the new cultural identity of CSS Corp. Our vision is to be a new age services company and Innovation Labs is an integral part of that journey. We expect to double the capacity in the next 12 months,” states Nigam.

CSS Corp provides a range of services, including cloud, technical support and remote infrastructure It provides technical support for enterprise and consumer products, managing IT infrastructure and deploying networks.

The company is building intellectual capability in three areas such as automation of support, providing hybrid infrastructure managed services and applying analytics primarily to customer support data.

In this day and age, small means agile and that makes it easier to win. So in some sense being small helped CSS Corp be nimble in responding to its customer needs. “We operate in three distinct areas- Digital services, Cloud infrastructure services, and Technology support. These are our three main services. Each of these services is in some form or shape getting enhanced by all the new age technologies,” says Nigam.

New innings

Things appear to be straightening out dramatically for the midsized IT company. With a sincerity of purpose to continue on the growth path, CSS Corp is stepping on the pedal with some ambitious plans. The five-point agenda involves creating a flexible and nimble customer engagement model, putting in place a Digital Career Progression Framework called “Reimagine” aimed at up-skilling and cross-skilling employees in new age digital technologies, investing in Innovation Labs and new age services/IPs, forging a strong technology partnership ecosystem, and relentlessly working towards increasing the acceptance for its offerings amongst customers, advisors and industry analysts.

Acting upon this agenda with great vigor, CSS Corp is stepping on the pedal with some ambitious plans. It has dug into several business problems of its customers to figure out the solutions.

It launched a context-driven IT operations platform Contelli in December 2016. Today the company is processing more than 36 million events through this platform and 85% of those events are being processed automatically. “So, essentially, we have taken the events that are emanating from Cloud, from the virtual infrastructure, from the enterprise data center, etc. We have analyzed how these events are correlated and then we automate them so that the involvement of engineers in resolving these mundane events is reduced to a minimum and they can focus on actionable events,” shares Rahul Joshi, Head of Innovation Labs & VP at CSS Corp.

We have been able to eliminate 85% of the events and it’s an ongoing process. We hope to do much better over the next two quarters while our analytics engine learns more from the data. It is typically used for everything which expands across your Cloud and the enterprise datacenters and a combination of both. So it is for public cloud, private cloud and for the hybrid cloud and that is the platform we have built for automation of our infrastructure operations and it is being used for 85-90% of our events,” he adds.

As a new age IT services firm, CSS Corp wants to help its customers get along with digital transformation. The result is a furious push into services focused towards digitalization and automation.

Chinese American computer scientist Andrew Ng, popularly known as the chief scientist of Baidu hit the nail on the head when he said that AI is the new electricity. It sure is. AI leads enterprises to newer business opportunities and growth avenues. Not one to be left behind, CSS Corp is banking heavily on AI-based offerings to rekindle its revenue growth.

One of the most recent creations of its Innovation Labs is a customer interface platform called Cognitive Customer Experience Platform which works as a virtual assistant platform enabling voice and text interactions for customer service. 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.

What we have done with Cognitive Customer Experience Platform is not just omnichannel experience. We have also integrated it and made it enterprise-ready with leading CRM and ITSM providers. Right from knowledge acquisition which happens through deep learning algorithms to the resolution of customer issues real time on all the channels, we have been able to achieve this with Cognitive Customer Experience Platform over the past six months,” he explains.

Its AI platform Cognitive Customer Experience Platform won the Silver Stevie in 2017 International Business Awards where it was recognized as the best software platform.

Back with a Bang

Such innovations are a good start. To make them the rule rather than the exception, CSS Corp must carefully tailor its systems to solve specific business problems its customers now face. That’s easier said than done. The new management that took the reins of the company in September 2016 institutionalized the Innovation Lab for this very purpose. It has now become a hotbed of innovation permeating within the organization and enhancing the employee productivity by upskilling them.

At CSS Corp, AI and Analytics are at the heart of our business strategy. We are trying to break the stereotypes in services industry through adoption of new age digital technologies that are complementary in nature. Our customer analytics services act as a catalyst for growth by enabling companies across industries to transform from traditional business models to new age service models and helps them identify new revenue streams,” said Manish Tandon, Chief Executive Officer, CSS Corp in a published media interview.

CSS Corp’s indigenous customer analytics platform, “Active Insights“, is an end-to-end solution with extensive data ingestion, analytics, and reporting capabilities. The platform is powered by AI capabilities and advanced statistical models that drive customer lifecycle management to understand customers’ intent, issues and proactively hit the target with the right recommendations and remediation.

Customers give us their data sets and we give them insights on those data sets and leverage technologies like ’Deep Neural Networks, Machine learning’ and so on and so forth. We analyze and predict data in real-time, high velocity, low latency and batch processing modes. Active Insights offers intelligent insights about customer sentiments, buying behaviors and satisfaction scores that drive business success.We have done this with numerous customers and had partnerships with many organizations that provide this kind of information which can be construed as Metadata information. We have tied up with a leading provider of information technology in both Europe and US. We have also tied up with healthcare companies who provide this information to improve the quality of healthcare that can be provided to the patients,” states Joshi.

At the top of its game

Most of CSS Corp’s recent solutions have been incubated in their in-house labs. They are investing heavily in building pointed and niche solutions to simplify client’s complex technology ecosystems. Their investments in the cloud are enabling enterprises to adopt the right cloud strategy and allow them to seamlessly migrate data into the cloud with minimal manual intervention.

Yet another product developed indigenously by CSS Corp’s Innovation Labs is CloudMAP which acts as an entry point for clients to access new age capabilities of the organization. CSS Corp’s key cloud solutions are CloudMAP which provides Automated Cloud Migration Assessment and Planning for a specific business process or enterprise workload. It reduces migration planning time by at least 40%, CloudPATH offers simplified, industrialized and predictable method of migrating enterprise workload through refactoring, re-platforming and live workload migration. CloudPATH improves the success rate of migration by 30-60% Another offering CloudDRIVE creates operational readiness from day one in the cloud using CSS Corp’s NextGen Predictive Operations and Automation Platform for continuous optimization. It saves cloud spend by 20-25%.

We were recognized by Forrester for our capabilities in the Cloud Migration segment. CSS Corp provides a powerful combination of automation platform and frameworks for the success of digital and cloud transformation initiatives our customers,” proclaims Manish Tandon, Chief Executive Officer, CSS Corp.

With a well thought out business strategy, the company is positive that it can weather the storm better than expected. The technology company is seeing a significant increase in business from existing and new customers. It has added 20 new logos in the last 12 months. Now that it is well on its way to revival, CSS Corp is targeting 12-14% growth year on year in FY18.

It’s not for nothing that adversity is called the diamond dust with which success polishes its jewels. CSS Corp has well and truly made the most of adverse circumstances to shift its focus towards revenue-generating opportunities, draw up a sustainable growth strategy and leap forward with innovative solutions.


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