Convergence, Key To Biz Empowerment: CSS Corp CEO

In a connected economy, customer experience is the new currency. Digital is at the epicenter of the success of any customer experience program across industries. Digital can play a major role in building customer centric business models and help organizations to generate additional revenue.

IT services and solutions provider CSS Corp sees convergence of new age solutions like AI, Cloud, Automation, Analytics and IoT to empower organizations to infuse intelligence into their business processes and enable them to have smart and context led conversations with their customers.

Digital Tech are the building blocks for businesses:

Driven by the adoption of digital technology, the total addressable market for global technology and business services will likely expand to about USD 4 trillion by 2025 as per NASSCOM.

We have invested significantly in AI, analytics and conversational commerce in platform solutions that can help companies understand their customer’s next best action and drive additional revenue. In the recent 2 quarters, more than 90 percent of CSS Corp’s investments were focused on building technology solutions around digital, cloud, analytics and automation. Both in regional and in international markets we see there are huge opportunities in enterprise adoption of digital and new age solutions,” said Manish Tandon, CEO of CSS Corp.


He added that the company has over 5,500 technology professionals across 16 global locations. “We provide IT Services and technology support solutions for over 140 clients, including Fortune 1000 companies, that count on our expertise,” he states.

One of the solution of CSS Corp is Active Insights, an AI led Customer Analytics Solution that streamlines customer data and infuses intelligence into operations. The solution proactively predicts customer needs and offers appropriate solutions even before the customers recognize their need.

We extensively use AI to extract insights from the various touch-points and that help in identifying customer propensities, topics and issues resulting in new revenue opportunities for clients. These insights also help companies understand the customer journey, preferences and account entitlements,” he informed.

Technology adoption by India

According to a survey by PwC, in India, more than half (55 percent) of the companies view digital as technology innovation-related activities vs 53 percent globally. India has leapt far ahead with the progress it has made in technology innovation both from a creation and an adoption perspective. India is reaching an inflection point in technology adoption with mobile, cloud and analytics disrupting the market. Gartner, says IT spending in India is forecast to reach $72.4 billion in 2017, up 6.9 percent from 2016.

Millennials are expected to enter the workforce in large numbers in the next few years. They, as consumers, expect personalized, user and persona based services for their connected devices. To engage effectively with this demographic group, organizations are increasingly adopting new age technologies to discover new efficiencies, new revenue streams and new sources of competitive differentiation,” Tandon remarked.

Head quartered in California, the company’s key industry focus is on,Telecommunication, Media and Technology (TMT)Retail and CPGHealthcare and Life SciencesBanking, Financial Services and Insurance and Manufacturing.

We are aligned strategically with market need and are designing customer centric engagement models, solutions and business processes that recognize different customer segment needs,” he outlined.

Core strategies for Customer Engagements

The company follows a business roadmap based on a four pronged strategy, said Tandon. It enhances customer engagements through IoT, Analytics and Cloud transformation solutions. It then creates a revenue avenues through white-labelling, premium tech support, as-a-service model and marketplace. Also the company believes on focused solutions to enhance specialization and eliminate “me too” via automation, analytics and machine learning. And lastly it emphasizes on faster time-to-market through automation, infusing insights into operations through analytics and drive outcome based models, he summed up.

Preview: CXO Today

BITS Pilani Now Offers ‘Earn as You Learn’ in Association with Global IT Firm CSS Corp

The specialized M.Tech work integrated learning program will be offered at BITS Pilani to upskill newly joining CSS Corp employees

CSS Corp, has announced the launch of its ‘Earn As You Learn’ program – a specialized M.Tech work integrated learning program, in association with BITS Pilani. The program is 100 percent sponsored by CSS Corp, and will help its employees in India to acquire knowledge and skills required for excelling in their careers with the added advantage of gaining a top-notch M.Tech. degree in software engineering from one of India’s most prestigious universities.

The course will be open to all CSS Corp employees, who meet the qualifying criteria, and have completed a minimum tenure of 6 months with the organization. The program offers a unique opportunity to employees to enhance their academic qualifications while gaining significant professional experience. The 4 year program is designed to create a pool of industry-ready technology professionals.

CSS Corp is a global provider of IT Services and technology support solutions similar to TCS, Infosys and Wipro. Founded in 1996, the company currently has 5,500 technology professionals across 16 global locations and have been looking to make it 10,000 strong team by 2017. With a bid to double its revenues by 2017, from 1050 crores in 2014, the company is likely to tap the leading universities across India.

Speaking about the association, Manish Tandon, chief executive officer, CSS Corp said, “CSS Corp believes in investing in its people, their learning and their development. Our ‘M.Tech Work Integrated Learning Program’ for B.Sc. / BCA Graduates from BITS Pilani is testimony to this. As a new-age company, we are strongly focused on innovation. Our clients are among the world’s top technology companies and there are interesting shifts happening in their ecosystem. Through this initiative, we see a great opportunity to bring our employees up to speed with the latest technologies. This would have a positive cascading effect on the services we can deliver to our clients.

Work integrated learning has been a core element of the educational philosophy at BITS Pilani, and it is our firm belief that life-long learning is key to achieving professional success and organizational development. We believe that organizations such as CSS Corp, which provide opportunities to their employees to enhance their academic qualifications and technical skills while gaining significant professional experience, will remain prepared to tackle business challenges of the future,” said Prof. G. Sundar, director for off campus programmes and industry engagement at BITS Pilani.

As a part of the program, the first set of B.Sc. and BCA graduates will be joining in May 2017. Initially, candidates will undergo 60 days of CSS Corp’s intensive New Hire Training. On successful completion of the course, successful candidates will be deployed for various projects. At the end of 6 months, all employees who have qualified from this lot, will join the BITS M.Tech program which will commence around January and February 2018. Once these candidates meet the relevant performance criteria set by CSS Corp and the M. Tech program, they will earn their final degree from BITS Pilani.

Preview: BW Disrupt

Forrester includes CSS Corp in cloud migration services report

New report on ‘Vendor Landscape: Cloud Migration Services’ recognizes CSS Corp.’s cloud transformation capabilities

CSS Corp, a new age IT services and technology support company, has been included in the March 28, 2017 report by Forrester: “Vendor Landscape: Cloud Migration Services, which covers a robust market for services that has evolved to suit all preferences.
We think this analysis should benefit both customers and partners who increasingly need to choose cloud experts to partner with, in their journey ahead.
Forrester’s report provides a view of 30+ vendors and recognizes key players with advanced cloud expertise that help enterprises in seamless transitioning to the cloud. It talks about how high-profile companies have large scale plans for migration, and how important it is to choose the right service provider with the right set of capabilities.

Report author Bill Martorelli, Principal analyst at Forrester, writes: “CSS Corp, for example, is attempting to transform cloud migration from a project opportunity to continuous delivery with automated/assisted migration. CloudMAP is CSS Corp’s cloud migration, assessment, and planning methodology.

Manish Tandon, CEO, CSS Corp., said: “We are delighted at being recognized by Forrester for our capabilities in the cloud migration segment. Our cloud experts work extremely hard to provide world-class cloud migration and management solutions to our customers as they embark on their digital transformation journey. We work with several companies that are disruptors in their respective industries, and believe innovation is key to digital transformation.

CloudMAP is the latest innovative solution from CSS Corp’s indigenous Innovation Labs which act as an entry point for clients to access new age capabilities of the organization. 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 percent.

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 percent.
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 percent.
These industry-leading technology capabilities have resulted in accelerated digital transformation for CSS Corp’s clients. Enterprise customers who look for business application-focused migration are especially benefitted through CSS Corp’s continuous planning, industrialized migration and integrated operations.

Preview: Business World

CSS Corp wins Golden Globe Tigers Award 2018

CSS Corp, an IT services and technology support company, announced today that it received the 2018 Golden Globe Tigers Award in the Business Innovation category. The results were declared at Pullman Kuala Lumpur City Centre in Malaysia. CSS Corp was recognized for its novel adoption of AI in customer support operations through its digital customer engagement platform, Cognitive Customer Experience Platform.

CSS Corp’s digital platforms help simplify complex business processes and streamline customer life cycle management. The platforms provide omnichannel customer experiences and enable new revenue opportunities for organizations. In a customer support ecosystem, CSS Corp’s digital customer engagement framework provides a convenient digital engagement channel, uses AI and analytics to identify the best course of action, and guides customers and engineers through specific resolutions.

Manish Tandon, Chief Executive Officer, said, “Being a customer-obsessed organization, we realize that deep understanding of the customer’s intent and the problem is key to providing a better experience. CSS Corp is deeply invested in digital and we are honored to be recognized for our innovation in delivering stellar customer experiences.”

“CSS Corp reaffirms its commitment to using emerging technologies to create high-quality, personalized customer experiences. We continue to make significant investments in Cognitive Customer Experience Platform industry-specific solutions in telecom, media, technology, retail, and CPG industries. It has been very well-received by our clients, industry analysts, and thought leaders as a way to drive growth, agility, and enterprise transformation. It is indeed a proud moment for all of us to receive this award,” said Sunil Mittal, EVP, and Chief Sales and Marketing Officer.


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Leader’s talk: Manish Tandon, CEO, CSS Corp

“ Leadership is not wielding authority- it is empowering people ”, Beeky Brodin.

Leadership is not only about holding a prime position, it’s much more than that. A leader is someone who has a vision and a passion to make things happen. TimesJobs brings to you exclusive interviews of industry maestros’ whose journey and experience are incredible and influencing. Read on, to know about their journey and their advice for young, upcoming leaders…

Here we have an account from Manish Tandon, CEO, CSS Corp

With which job role/ position did you start your career?
After completing my engineering, I joined the technology subsidiary of a bank. After 2 years of working there and saving some money to pay for higher education, I did my MBA. Right after completing my post-graduation, I joined one of the top financial institutions in the country managing projects in debt and funding. Although I enjoyed learning new things there, I moved into my first love (Technology) by joining the IT Services industry and found my passion there.

When did you join your present organisation?
It’s been 15 months since the time my journey began at CSS Corp – and no two have been the same!

What kind of leadership style do you follow in your organisation?
I follow the transformational style of leadership. Also, I follow the ‘Leadership by Example’ paradigm, as I believe that you cannot lead a professional services organisation without this trait. Identifying changes and creating a vision is really what drives me

How are you contributing to the growth of your employees?
I’ve always said that I am here to build careers, not just create jobs, and that means employee growth is a very critical area. We foster a culture of learning and growth in a lot of ways, big and small, but one way I am very proud of is the learning opportunities. I am a big proponent of constant learning. The industry is evolving so rapidly that we can’t rely on the market to have the talent we need – we must build it from within.

Name one person who had a tremendous impact on you as a leader?
I really admire N. R. Narayana Murthy as a leader. He has such a strong vision, driving tremendous growth and change. He shaped not just a company but an industry and a country.

Share that one critical decision that you made as the leader of your organisation?
Joining CSS Corp, I saw a lot of strong capabilities, but they were somewhat siloed. The company needed a unifying vision – a strategy that would bring everyone together. After carefully looking internally at our capabilities and externally at where the markets are going, we developed a plan to transition the company from a pure services organisation to a new age services organisation. We have been executing against that transformation very successfully, creating platforms and ecosystems for a new digital world. Nearly every one of our services has benefitted for an influx of artificial intelligence, analytics, and automation.

When faced with two equally-qualified candidates, how do you determine whom to hire?
I would choose the candidate that was most likely to question things and challenge the people around them. With the speed of our growth, we need people that can evaluate where we are and where we are going.

What is one characteristic that you believe every leader should possess?
Adaptability. We live and work in a dynamic world, and leaders must be able to quickly adapt not only their companies but themselves to all types of changes.

What is one lasting impact that you hope to leave on your present company?
My mantra is to build a brand that imbibes and promotes the idea of “customer obsession” by making sure the customer is at the epicenter of every decision. I am building a workforce that is passionate about customer success. The commitment is strong today and just getting better every day.

What are you doing to grow and develop as a leader continuously?
I continue to adapt and learn new skills – I make it a point to learn something new every week. I read extensively and also take technology courses online to keep abreast of a rapidly changing landscape. In fact, I wanted to teach my 10-year-old son some computer programming and the languages I knew were not suitable for him so I actually learned Python so that I could teach him.

What advice would you give to the new-age leaders?
I would advise new-age leaders to constantly invest in themselves and in those around them. Investing in themselves requires a commitment to continual learning and personal development. Investing in others means building a sustainable environment of trusted stakeholders

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Cyber Security: Build Data Protection Strategy

As the technology grows in an organization, the risk to data security also rises.The organization needs to secure their data by using some protection.  Cyber intrusions and attacks have increased dramatically over the last decade – both in frequency and in sophistication – exposing sensitive personal and business information, disrupting critical operations, and imposing high costs on the economy. Over the next few years, cyber crime attacks are expected to cost as much as $3 trillion in lost economic value.

Recently, many data security breaches have impacted large corporations globally. It should be highlighted that enterprises of all sizes can be targets of data breaches; small and mid-size businesses are in the crosshairs as well and need to protect against data security threats. “To secure data, an important step that many miss out is to create an extensive data security plan in order to understand on what data could be at risk. Enterprise data must be secured through authorized and controlled access, and virtualization enables this security model as it allows one to have a secure architecture and orchestrate control throughout the infrastructure,” says Mahesh Nayak, the Chief Operating Officer, SAP Labs India.

According to Muthu Raja Sankar, Managing Director, Accenture Security, many enterprises do not have sufficient capabilities to proactively identify, understand and respond to incidents that threaten the security of their data. This includes threats and exposures that they may face within the enterprise as well.

At Accenture Security, they believe enterprises can be successful in addressing this by following a three-phased approach:

Build a data protection strategy: Every enterprise needs a strategic vision for data protection, and an actionable roadmap for implementation and a thorough assessment of compliance requirements. This will ensure a strong foundation to understand and identify critical information, current data protection capabilities, and identify potential opportunities and remediation areas.

Optimize and implement the solution: Once the strategy is in place, enterprises must embed security monitoring tools and processes into day-to-day security operations and decisions. This will ensure the enterprise can run scalable security data management and analysis, automate detection and prevent data loss.

Run integrated operations: And finally, the enterprise must partner closely within to be able to achieve the desired outcomes of the data protection strategy. It must orchestrate operations between IT, security and the business to enable ongoing discovery and protection of evolving critical business data, proactively identify and prevent risks, and ensure compliance adherence.

How to secure data from Ransomware

Ransomware is without doubt growing, becoming bolder and more targeted. While future outbreaks are potentially likely to be faster and stronger, and can inflict more damage to their targets, technically and tactically, there are a range of activities that together will help defend and respond more effectively to ransomware outbreaks.

Ransomware restricts access to data by encrypting files or locking computer screens. It then attempts to extort money from victims by asking for “ransom”, usually in form of cryptocurrencies like Bitcoin, in exchange for access to data. The trend towards increasingly sophisticated malware behavior, highlighted by the use of exploits and other attack vectors, makes older platforms so much more susceptible to ransomware attacks.

In this context, enterprises need proactive threat intelligence and mitigation to detect and resolve targeted advanced threats. “The ability to analyse volumes of data and enable intelligent and actionable cyber response should be a core part of the overall security strategy. Enterprises must focus on investing in contextual security solutions to mitigate advanced threats and ensure the health of data networks and connected assets,” said Mushtaq Ahmad, CIO, CSS Corp.

According to Microsoft spokesperson, in Windows 10 Fall Creators Update, we released Windows Defender Exploit Guard which is a new set of intrusion prevention capabilities. One of its features, Controlled folder access, stops ransomware in its tracks by preventing unauthorized access to your important files. Controlled folder access locks down folders, allowing only authorized apps to access files. Unauthorized apps, including ransomware and other malicious executable files, DLLs, and scripts are denied access to folders.

On the other hand, “Accenture Security helps organizations build resilience from the inside out, so they can operate and grow confidently in a rapidly evolving threat landscape. They help businesses prepare, protect, detect, respond and recover along all points of the security lifecycle.

Particular to addressing ransomware threats, they also advise organizations to adopt a proactive prevention approach, elevate e-mail controls, insulate their infrastructure and most importantly, have a strong cyber resilience plan for recovery that is regularly reviewed and tested,” according to Sankar, Managing Director, Accenture Security.

SAP leverages email sanitation and has strict security patching processes in place, which prevents the WannaCry malware from infecting SAP managed machines. Cloud application security is a priority for every organization as cyber security attackers try to identify and exploit vulnerabilities. “At SAP, product security is part of the quality management process; we ensure that products that reach our customers have the complete product code and key security functions necessary to safeguard product use. Every business expects unalterable data security for the on-premise, cloud, and mobile infrastructure. SAP works continuously to strengthen and improve security features in all of our software and service offerings, while also ensuring our own company data and assets are protected,” added Nayak.

Part of responsibility for keeping files secure lie with online data storage providers and another part lies on the business and its employees. As the GDPR rolls out on May 25th, we embrace the European regulation as it sets a strong standard for privacy and data protection rights, which is at the core of many businesses.

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How will AI change the HR operations landscape?

Organisations are investing significantly in AI and it will continue to happen with AI becoming more of a catalyst for businesses.

We live in very exciting times. The artificial intelligence debate is intensifying. There is constant commentary on it from some of the finest brains of our times. Some are for it with gusto and some seek caution.

One thing is certain, AI has accelerated like no other technology in the past few decades. It is clear that AI will become much more pervasive and intertwined in our day-to-day life. It will change the way we live in fundamental ways.

AI is the ultimate frontier in technology. Organisations are investing significantly in AI and it will continue to happen with AI becoming more of a catalyst for businesses. Experts predict that technologies that underpin the fourth industrial revolution are all set to bring out the best in people.

If you think job disruption by artificial intelligence (AI) is limited to the marketing, finance, sales and customer service, think again: The AI dust is being sprinkled on the human resources function, too.

Although the field is projected to grow 9 percent by 2024, as companies grow and need more robust structures for supporting and empowering employees, the hype and expectations of AI in the HR sector are getting astronomical.

That’s indeed good news for the HR folks – isn’t it?

Certainly, the HR department is one of the most complex, handcrafted and data-dependent business processes within an organisation. AI has the potential to transform employee engagement with relevant, quick and in- depth analysis of various functions within HR.

AI provides the teams with the necessary budget space to be more effective and efficient than ever.

Many HR leaders have already begun experimenting with varied facets of AI to deliver maximum value to their organizations. Organisations with large employee bases are turning to AI to reduce the cost involved in managing operations, to improve employee engagement to drive bias-free decisions in employee screening and recruitment.

AI can also help HR shared service organisations to focus on strategic business initiatives and can enable them to streamline and modernise HR operations, especially in the following areas:

Reimagining HR operations with AI and machine learning technologies

  • Conversational Interfaces: These interfaces automate regular HR tasks and provide employees with insights about policies, training schedules, payroll, and compensation. With speech recognition and NLP infused, conversational AI platforms addresses the growing needs of digitally empowered employees with 24*7 assistance and helps organizations in driving productivity improvements.

  • Machine Learning (ML): ML skims people-related data to detect patterns and transforms program actions accordingly. The insights drawn makes suitable data available for HR practitioners to motivate and engage existing employees and to also hire new ones. Also, ML-powered recommendations use historical records to suggest the optimum solutions to resolve conflicts.

  • Predictive models: These models help HR departments reduce employee turnover, boost business performance, quickly identify areas of risk and potential performance issues, and improve workforce diversity. Organizations are building predictive models that would identify the key reasons contributing to employee attrition by simply analyzing a structured data file fed into it and generating a score for every employee based on the calculated probability of them leaving their jobs.

AI and non-transactional segments of HR

AI has the potential to take HR experience to a higher level by automating most of the non-transactional HR tasks. Let’s have a closer look at some of these tasks.

Recruitment: Hiring in thousands leads to scale issues for HR professionals, who most often grapple with the problem of resume overload. Robots with AI software designed for recruitment are helping HRs in the screening process by identifying hard-to-find candidates at scale, collecting potential employees’ information and performing background checks. Such tools help candidates select the right job thereby freeing head hunters from the mundane task of candidate screening.

On-boarding: Smart AI tools focus on making on-boarding a self-service process since these can connect directly with onsite employees, and collaborate with the workforce management team.

Video interviews:

Organisations are increasingly leveraging video conferencing tools for interviewing and assessing candidates. According to a recent research by Polycom, by the year 2020, 50 percent of conference rooms will be video-enabled.  AI tools can analyse these videos to assess candidates’ language, skills, educational credentials, even honesty and mood.

Sentiment analysis: Telecom, technology banking, and healthcare sectors are hard pressed with the challenge of employee retention. Several companies have already started using AI and ML solutions to capture employee feedback to get a better understanding of their sentiments in real time. The key reason that organizations dig into sentiment technology lies in its data. AI, a big game changer here, can spot and analyse intelligent patterns in the sentiment of employees through their geographic locations, emails, conversations, etc.

Can AI replace human empathy and intuition?

Over the last few years, AI has gradually seeped into a domain which was considered solely to be driven by humans – HR department. From the screening process to enhancing employee engagement and sentiment analysis, AI has literally revolutionised this critical business function. Earlier confined to only big enterprises, AI is now spreading to MSMEs (Medium Small Medium Enterprises) as well.

However, the entry of AI has got many HR professionals fearing that they could be replaced by technology. Although the same fears should have cropped up in the minds of employees during the time of computer revolution as well.

“Human vs. intelligent machines” is probably the second-best bogey after ‘God vs Lucifer’, a timeless battle. Some commentators belong to that school of thought believing that ‘tech is going to replace humans’ and that AI will trigger a tsunami of redundancies throughout the workforce, while other experts believe that AI and human intuition go hand in hand.

So, where do we stand now? Has the transformation begun?

AI is not the future anymore; it is the present already and making waves in one function in 2018: Human Resources. Often, this function is perceived to lag in digital transformation, but with AI now has emerged as a game changer, there is a great opportunity awaiting the HR world.

AI allows huge amounts of data to be amassed and processed that would be far beyond human capabilities. However, this data-crunching and analytical aspect of AI can certainly validate the human gut feel. Instead of replacing HR professionals, ground-breaking AI tools are complementing human skills and managing role tasks to avoid multiple HR roles, thus freeing up the valuable human capital to focus on more strategic or critical aspects of their jobs.

Many experts feel AI can never replace human empathy and intuition. A company’s HR department is likely to always need a human at the helm to handle interpersonal conflicts using non-cognitive and reasoning skills. AI is unlocking and amplifying human potential, not replacing it. People will be able to focus much more on value-added work and less on rote tasks unleashing their creative potential better.

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Workplace Excellence Season Three – Episode 1

“This season of Workplace Excellence is focussed on showcasing those companies that are leaving no stone unturned to achieve workplace excellence. Featuring in this episode are two companies – CSS Corp and Canara HSBC OBC Life Insurance.”

Broadcast 1 in association with Times Now brings forth Workplace Excellence Season 3 – an initiative aimed at giving an insight into the corporate cultures of successful companies that are leaving no stone unturned to keep innovating and progressing. In this episode, we showcase two companies – CSS Corp and Canara HSBC OBC Life Insurance. Both the companies are driven by one great idea and that is to build a great workplace culture for its employees. These companies are focused on training future leaders and engaging employees for social skills, in order to achieve workplace excellence.

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CSS Corp wins Best Use of Emerging Technologies award

CSS Corp, a new-age IT services and technology support company, recently bagged the SmartTech Award under the “Best Use of Emerging Technologies” category at IMC’s Digital Technology Awards.

The event was hosted by IMC Chamber of Commerce and Industry at St. Regis Marriott Hotel in Mumbai. The company was recognised for its innovative adoption of Artificial Intelligence (AI) in Customer Service Management.

CSS Corp’s home-grown customer experience solution helps simplify complex business processes and streamlines customer life cycle management. By using artificial intelligence, the solution leverages real-time data to effectively deliver personalised and context driven customer engagement. Additionally, in a customer support ecosystem, CSS Corp’s platform uses AI and analytics to identify issues, analyse the best course of action and guide customers through specific solutions.

“It is an honour to be recognized for our innovation in digital capabilities and excellence. This accolade strongly reaffirms our expertise and nimbleness in understanding our customers’ needs and delivering fulfilling experiences through cutting edge technologies. We will continue to invest in using emerging and agile technologies to further innovate, and empower businesses to achieve their business outcomes while delivering unparalleled customer satisfaction”, said Manish Tandon, Chief Executive Officer.

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Impact of RPA on the Existing Workforce and Workplace

Robotic process automation (RPA) is gradually making inroads into the IT industry; however, what is its impact on the existing workforce and workplace?

With current technologies like artificial intelligence, machine learning and data analytics being democratized in everyday applications, the IT industry has almost successfully transitioned into the Digital Era. When talking about digitization, one idea most industry leaders agree upon is that automation is the need of the hour. Along with other new age technologies, Robotic Process Automation (RPA) too has made a mark in the IT industry and according to Gartner 85 percent of big organizations will have deployed some form of RPA by the year 2022.

While RPA is meant to bring about efficiency and reduce errors made in mundane and tedious work done manually by humans, it does give rise to the question of will there be a loss of jobs in the IT industry due to democratization of RPA. Along the same lines, when various industry leaders were asked about what are the likely impacts of RPA on the existing workforce and work place, here is what they had to say:

Humans and Machines will Work in Tandem – Vivian Gomes, Vice President, Marketing, CSS Corp

Robotic Process Automation (RPA) has opened up immense opportunities for organizations to streamline mundane and repetitive tasks while re-focussing human efforts on higher value tasks. Organizations today are increasingly embracing RPA to drive greater operational efficiencies, reduce cost and have closer connections with stakeholders; including employees and customers. It allows businesses to better leverage employee time into learning new tech or performing more intelligent tasks which eventually enables individuals to focus more on innovation and problem-solving. This not only results in the enhancement of business processes but the enhancement of customer experience as well. Additionally, quality and control can be achieved by implementing rules and guidelines to the automated processes thus ensuring error reduction and improvement in quality and compliance. As businesses are getting future ready, there has been an increase in hiring of digitally-enabled workforces and investment in developing newer applications of RPA to create a sustainable digital transformation. In order to ensure the maximum impact of RPA, businesses will have to create a shift in the mindset and culture of workplaces to provide a well-balanced digital workplace, where humans and machines work in tandem to achieve a common goal.

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