March

CSS Corp wins Silver Stevie® in 2018 Sales & Customer Service Awards

CSS Corp a new-age IT services and technology Support Company, today announced that it has won the Silver Stevie® Award in the “Innovation in Customer Service in the Telecommunications Industry” category at the 2018 Stevie® Awards for Sales & Customer Service. The results were declared during the award ceremony on Friday, February 23 at Caesars Palace in Las Vegas, Nevada. CSS Corp was acknowledged for its deep expertise in enhancing customer experience and improving top-line revenue based on the customer insights generated by support operations.

The Premium Tech Support (PTS) platform from CSS Corp was recognized for its industry-leading innovation and unique value proposition. The platform enables Hi-Tech and telecom companies to launch customer support operations faster, infuse intelligence into interactions, and drive additional revenue opportunities. PTS encompasses pre-built telecom specific domain offerings, 360-degree customer context, intelligent process guidance, and actionable insights that enhance customer interactions.

CSS Corp’s PTS platform is built on a revenue-sharing framework that transforms cost centers into profit centers and converts non-revenue generating customer queries into revenue streams. Using the platform, customers also have the flexibility to add new services to the platform and augment their existing portfolio. The platform leverages AI & analytics to gather deeper customer intelligence and proposes the best services and products that drive additional revenue.

Speaking on the occasion, Manish Tandon, Chief Executive Officer, CSS Corp said, “Our relentless focus on improving customer engagements has helped us to rapidly innovate for our customers and yield powerful and measurable impact to their business. Being a new-age services company, customer experience and revenue generation through digital has been our core focus, and we constantly endeavor to deliver contextual intelligence to our clients that helps them transform their cost centers into profit centers.”

“We are thrilled to be recognized by Stevie, for the second time in the last 6 months. We will continue to innovate and push the envelope to ensure our services blend with our customer expectations and drive business value.” he further added.

More than 2,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. Finalists were determined by the average scores of more than 150 professionals worldwide, in seven specialized judging committees.
About CSS Corp

CSS Corp is a new age IT services and technology support company that harnesses the power of artificial intelligence, 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. 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 Great Employers, the Stevie Awards for Women in Business and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries 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 http://www.StevieAwards.com.

 

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CSS Corp named a ‘Leader’ in NelsonHall’s NEAT Report for Cognitive Customer Experience Services

CSS Corp, new-age IT services and technology Support Company, today announced that it has been recognized as a ‘Leader’ in NelsonHall’s Cognitive Customer Experience (CX) Services NEAT 2020 report in the CX improvement capability market segment.

The report analyzed and evaluated the performance of 14 global CX service providers, against a two-axis dynamic metric on their ability to meet future client requirements and deliver immediate benefits.

CSS Corp harnesses the power of cognitive technologies, intelligent automation, data analytics, and deep learning to power its world-class CX services.

The company stands tall as a distinguished industry player in combining technical innovation with strategic delivery excellence to drive successful business outcomes in CX operations for its global clients across industries.

NelsonHall’s report recognizes the unique combination of CSS Corp’s home-grown cognitive platforms and services that empower their customers to tremendously accelerate growth and profitability, provide delightful customer experiences, and eliminate unnecessary effort by leveraging cutting-edge technology interventions.

“Today, clients expect service providers to leverage emerging technologies for simplifying their CX operations and delivering tangible business outcomes. CSS Corp’s ability to proactively address these demands has made us one of the most recognized global service providers in the industry. Our robust strategy and expertise in cognitive technologies to streamline CX operations, has not only created positive business transformation and overall customer delight for our clients but also led to huge strides towards pioneering the next wave of disruptive technologies. We are glad to have been recognized as a ‘Leader’ by NelsonHall in their flagship report. It is yet another testament to our state-of-the-art technical innovation and CX services in managing large-scale operations for our customers in the burgeoning CX ecosystem”, said Manish Tandon, Chief Executive Officer at CSS Corp.

“In a competitive environment, continuously moving up the CX benchmark, CSS Corp has strong capabilities to predict and pre-empt technical support issues. Its position as a Leader in cognitive CX services NEAT 2020 for CX improvement is a testament to its deep IT and digital expertise to augment agents with proprietary cognitive tools and models and enhance live interactions by bringing additional value to the customer conversation”, said Ivan Kotzev, Lead Analyst at NelsonHall.

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CSS Corp Conducts Computer Literacy Training Program

CSS Corp has held a ‘Computer Literacy Program’ at a Government Girls Higher Secondary School in Chennai from January 11 to February 2, 2018. This initiative is done to engage the students in Digital Literacy for which they carried out various training programs and set up a computer lab in the school.

CSS Corp’s objective is to reach out to students to augment their computer knowledge. The entire CSR activity was executed with the involvement of CSS Corp employees.

Keeping the CSR initiative in mind, they conducted engaging sessions with the students led by the employees. The activities involved:

  • Training and conducting workshops on safe internet usage for higher secondary students
  •  Populating useful tips on importance of safe disposal of e-wastes to higher secondary students
  •  Career counselling on their overall development for 8th and 9th grade students
  • Setting up a computer lab with 25 refurbished desktops & UPS

In the past, they have also conducted digital literacy programs for Grade – 11 students for close to 2000 students across schools in Chennai like Government higher secondary schools at Perungalathur, Tambaram, Saidapet and P. K Government Higher Secondary School at Ambattur.

 

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Coronavirus is impacting the analytics industry, but with a mixed response

Over the past few weeks, the coronavirus outbreak has made us realise how interconnected the whole world is. With an increasing number of cases of the deadly illness raising fears of a global pandemic among people, the impact of the shutdown across the world has started to hit the tech industry of the country.

At the time of writing, there have been more than 400,000 confirmed cases of COVID-19 with more than 21,000 deaths; along with more than 140 countries and territories have reported coronavirus cases, and the international stock market has witnessed the biggest dip since 2008.

While we are talking about the reeling impact of the virus on human life, the massive disruption in the analytics industry is also worth mentioning. According to Pravin Rao, Nasscom vice-chairman, also the COO of Infosys, the IT sector is going to see some indirect impact with the sudden outbreak of this global pandemic — COVID-19. In fact, economists have estimated that this virus outbreak could potentially reduce the global GDP by almost 0.3%.

This coronavirus outbreak is acting as a reality check of the fragility in the systems of doing business and the uncertainty associated with it. It has already caused significant disruption throughout the tech industry, with huge tech conferences and trade shows cancelled and companies expecting to miss their revenue forecasts. Additionally, the virus is shaking up business and consumer behaviour on a massive scale.

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Trends that will drive technology services in digital space in 2018

In the early days of computing, demands from business stakeholders pushed the evolution of technologies as new capabilities were built to order.

Over the last decade, technology has shifted from demand-side to supply-side economics. The emergence of capabilities first dreamed of by technologists, not business strategists, has moved IT from an enabling capability to a differentiating one.

In my view, 2018 will be about striving to realise tangible outcomes from the transformative initiatives happening across organisations today. Global brands are looking to leverage technology to beat their competition and serve their customers better.

There are some underlying megatrends that will drive these initiatives in 2018.

 

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How can IoT architecture be kept safe and secure?

It was in the early 90s when the Internet was made public. It changed the course of human life. Just like the Internet, Internet of Things (IoT) has the potential to alter the world.

Moreover, it has started to play its part. Many organizations have and many are adopting and planning their infrastructure in order to create an IoT architecture.

With further expansion of the IoT architecture along with Cloud IoT architecture comes the question of its security and safety. As IoT architecture is a complex body with many layers attached. Thus, its safety becomes crucial.

Here we have leaders of the industry on how they plan to secure Internet of Things architecture and tips to keep it safe to give you a better perspective on your own system.

 

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CSS Corp named amongst ET NOW ‘Dream Companies to Work for’ in India

CSS Corp, a new-age IT services and technology support company, today announced that it has been recognized amongst the ‘Dream Companies to Work For’ by ET Now, India’s premier broadcast channel, and part of the Times Group. CSS Corp was recognized for its strong employee-centricity along with innovation and learning-oriented culture. The awards were presented at a gala ceremony on 16th February at Taj Lands End, Mumbai.

CSS Corp was featured in the list of top 51 companies in India across all industries. CSS Corp scored well in parameters such as company vision, alignment of learning to business goals, technology and innovation, career development, and employee engagement. The company’s learning and innovation environment, customer-centricity and outcome-orientation, along with its career progression framework- ‘Reimagine’, helped propel it through the rankings. The recognition reaffirms CSS Corp’s position as one of the premier employers to work for in the IT & Software industry.

 “We are delighted to be recognized by ET NOW. As an organization, we are deeply committed to building a culture that promotes learning newer technologies and encourages a problem-solving mindset. Our vision and commitment reflect through our investments in cutting-edge technologies and learning frameworks to create a vibrant workforce that passionately embraces customer-centricity and outcome-driven critical thinking”, said Manish Tandon, CEO at CSS Corp on the recognition.

“In our knowledge economy, it is imperative that we constantly learn, unlearn and relearn in order to stay relevant and edge ahead. In this context, our employees are our pillars of strength. Steps were taken towards training workforces in next-gen technologies, problem-solving, and communication skills can pay great dividends for employees and their organizations in the long run,” he added.

“It is an honour to be part of this elite list of dream companies to work for. As a new-age digital organization, CSS Corp encourages a digital culture that fosters learning and enables our employees to think, feel, and innovate from a customer’s perspective. Our culture and technology infrastructure not only helps to bring employees more in alignment with customers’ journeys but also enables them to make context-aware decisions, focus on continuous learning and take calculated risks”, said Nishikant Nigam, EVP and Chief Delivery Officer at CSS Corp on the occasion.

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Towards CX 2.0

Smooth connectivity and the easy availability of digital tools these days have changed our lives to a great extent-including the ways we connect and interact with brands. Instant gratification has become the new norm in today’s world, which means if you don’t have your finger on the customers’ pulse, then chances are that your consumer will not hesitate a bit in turning his/her back on you as well. Customer-centricity, on the other hand, can get you loyalty, repeat business, profits and most importantly help you get an edge over your competitors.

A McKinsey study concluded that companies that can consistently deliver a high-quality customer experience(CX) can improve their customer satisfaction level by 33 percent while creating cost savings of around 25-30 percent. On the other hand, disruption at any given point in a customer journey could impact the overall customer experience, and could further impact the revenue side of their business.

While, it’s not difficult to assume why CX has become a key focus of businesses today, but providing a seamless, consistent, and personalized experience can be challenging and CX solution providers are looking for new innovative ways to deal with it. There’s no doubt that the adoption of omni-channel services have been able to let customers connect seamlessly with the businesses. But the challenges are not limited to technology, disparate systems, and data only. We often miss the most critical element- the humans- who are entrusted with the task of interacting with the customers. Hence, when businesses look to embrace a customer-centric culture by putting customers front and centre of their business strategy, they need to strategize their CX-related investments carefully and understand how it affects the entire ecosystem.

The good news is that things are now changing faster with exciting new innovations and developments in this realm. Gartner predicts that more than 50pc of organizations will redirect their investments towards CX innovations by 2018, as they see value in using them to improve every customer interaction.

MAKING THE BUSINESS CASE:

Superior customer experience is the holy grail for organizations focused on driving sustainable growth and competitive differentiation. But, it can get a bit tricky if they fail to contextualize and align their CX investments with customer pain points and with growth opportunities. Vivian Gomes, VP & Head of Marketing, CSS Corp said, “In my view, organizations should adopt an agile and an incremental approach towards digitalizing processes involved in customer lifecycle management. This is not a big bang theory. Making the transformation towards digital enabled CX has to start with driving a strong data-driven culture in the organization. One can start with low hanging fruit and ensure the data from customer touch points is efficiently captured and leveraged across the customer journey. Organizations should create a credible mechanism to streamline data and build customer intelligence models to improve customer experience. Appropriate investments towards tools, technology and strong analytics are must to ensure a sustained transition towards the end state. This can result in sustainable growth and enable organizations to confidently increase investments in innovation in CX projects.”

Raghu Polisetty, MD-Global Digital Delivery Lead, Accenture Advanced Technology Centers said, “Challenge in establishing a financial case for customer experience investment may, however, lie in a structured and disciplined approach to implement the overarching service/ customer experience design and selecting the right combination of customer journeys curated for targeted persons, data from real-life behaviour and new technologies to change the negative interaction experience to positive, and while doing all this, not losing the sight of the long-term goal of being a modular and agile firm which can shift constantly to new technology enablers. These choices are best determined by the business strategy driving the investments and in line with the outcomes expected.”

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Geospatial data has brought up importance of Location and Localization – Nishikant Nigam, CSS Corp

Digitization is changing business-customer interactions, companies are focused on how to deliver seamless, uniform experiences to their customers, when and where they demand. The digitally savvy customers are now getting what they want, almost instantly. They are app natives, always connected and highly aware on how technology can empower them to fulfill their needs. Digital technology is transforming customer habits and the opportunities to align the real and the digital world has emerged significantly. To continually evolve, companies should identify data patterns and relationships and underpin the actionable value of data for better comprehension.

The data also involves location information or geospatial data which is increasingly becoming a source of value creation. Geospatial is the intersection of real and digital world; hence the quality of data is more critical, since it has contextual information. Be it personalized ad recommendations, schedule reliability, managing wait and travel times, fleet optimization, delivery reliability, or an augmented reality experience, geospatial data has brought up the importance of location and localization. Geospatial technologies are facilitating high-end locational intelligence along with IoT, Big Data and AI to build smart, inclusive customer communities and transform the way we live and work.

Localization – the new technology trend

Location and localization (the process of making services suitable for an area, region, etc.) are the key trends that will transform human life and movement in the coming years. GPS, digital maps, and satellite imagery has completely changed the paradigm of how we locate ourselves in the real world. GPS has so far leveraged 2D space locations for mobiles, vehicles, etc. Now, localization has emerged as the new technology trend which can determine 3D spatial positioning to enable autonomous movement of objects like cars, drones, robots, farm equipment, etc.

Geospatial technologies are leveraging the power of IoT and analytics to provide real-time insights for managing basic amenities such as power and streamlining postal operations. Location data combined with market intelligence, demographics, and operational data can be used to build marketing networks, create telecom infrastructure, or schedule healthcare visits in smart cities. The big picture of Geospatial contains digital content, services and applications with location as the core, also including data and intelligence to provide insights. It also helps us understand real-world behaviors, exploring new frontiers – be it drone development or building smarter cities.

Integrating geospatial for competitive advantage

CSS CORP offers location and localization solutions ranging from data sourcing, processing, curation, validation and management to customized applications for analytics, integration, and visualization.

We realize that geospatial data and technology has enabled and exemplified a new wave of value creation and we are making the right moves by integrating geospatial with our award-winning machine learning capabilities to create a significant competitive advantage.

We have differentiated expertise and offer industry-specific geospatial solutions. These include telecom, utilities and navigation data enablement services. For telecom sector, we offer network design services leveraging 3D line of sight and penetration analysis for RF and wireless networks, complete fiber management systems with the right-of-way, assets, and geo-tagging of assets, analytical solutions that allow you to target your network investments toward the highest-growth areas.

In the utilities domain, we implement geospatial + IoT sensors to monitor the performance of infrastructure such as electric, water, sewer, or gas lines, prevention of excavation damage by enabling easy access to information about buried utilities, Infer high velocity data streams and perform real-time integration with geospatial information to generate insights, analyze, visualize, and monitor multi-dimensional, layered data sets comprising of land features, networks and assets and high velocity sensor data streams. Navigation data enablement include data acquisition from photography or LiDAR, 2d and 3d data processing and curation services, ML-based conflation and accuracy improvement & AI enabled automated verification.

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CSS Corp wins Silver Stevie® in 2019 sales & customer service awards

CSS Corp, a new-age IT services and technology support company, today announced that it has won the Silver Stevie® Award in the “Best Use of Customer Insights” category at the 2019 Stevie® Awards for Sales & Customer Service.

 CSS Corp’s Active Insights platform was recognized for its innovative usage of AI and data insights to impact revenue streams and create a competitive advantage for its customers. The results were declared during the award ceremony on Friday, February 22 at Caesars Palace in Las Vegas, Nevada.

The cloud-based Active Insights platform is a multi-faceted advanced analytics platform that goes beyond traditional analytical models. It helps businesses understand their customers across their digital journeys by providing insights on customer intent, interactions, engagement, and enablement. With its extensive data ingestion, cognitive insight, simplified visualization, and extensive reporting capabilities, Active Insights has been consistently ranked amongst the leading customer analytics platforms in the world.

“In today’s connected economy, consumers demand instant gratification and instant solutions for complex problems. This has changed the competitive dynamics for global brands, making them seek out actionable insights, but by sifting through tons of customer data.”, said Manish Tandon, Chief Executive Officer, CSS Corp.

“As a new-age services company, CSS Corp understands this need deeply, and hence we are building customer-centric solutions that change the way our customers create and compete, and bring about significant revenue advantage to them”, he mentioned.

“We are proud to see Active Insights being recognized by Stevie, and this award is a testament to our continued pursuit of customer centricity and deep tech innovation,” he added.

More than 2,700 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. Finalists were determined by the average scores of more than 150 professionals worldwide, in seven specialized judging committees. This story is provided by BusinessWireIndia. (ANI)

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