October

Independent research firm names CSS Corp as ‘Strong Performer’ in customer analytics services

CSS Corp, a new-age IT services and technology support company has been recognized as a “strong performer” in The Forrester Wave

CSS Corp is strongest for customer support. CSS Corp excels in delivering state-of-the-art customer support solutions to its clients. And since artificial intelligence is quickly transforming the world of customer support, CSS Corp is making considerable investments in AI. Its Innovation Lab, an internal team consisting of 50 designers, programmers, and AI and natural language processing (NLP) experts, is tasked with designing next-generation AI platforms for its clients. Cognitive Customer Experience Platform, CSS Corp’s virtual assistant platform enabling voice and text interactions for customer service, is one of the lab’s most recent innovations,” said Brandon Purcell- Senior Analyst serving Customer Insights professionals at Forrester Research.

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 with 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.

Active Insights platform connects to multiple data sources including structured, unstructured, semi-structured, social media and sensor data. It analyzes and predicts 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 are delighted at being recognized as a “Strong Performer” in Customer Analytics Services by Forrester. At CSS Corp, AI and Analytics are at the heart of our business strategy. We are trying to break the stereotypes in the services industry through the 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.

As businesses become more insights-driven, it becomes imperative for analytics vendors to deliver the real, measurable impact that makes a critical difference to clients’ businesses. We help companies simplify business processes, understand customer’s next best action and drive additional revenue. We provide insights into customer operations, propensities, and issues resulting in enhanced experience and new business opportunities. I believe that this recognition by Forrester marks yet another milestone in our journey towards becoming the partner of choice for global organizations,” added Sunil Mittal – EVP, Chief Sales, and Marketing Officer.

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CSS Corp Emerges as a Global Leader in ISG Provider Lens™ Contact Center – Customer Experience Services 2020 Report

CSS Corp, a new-age IT services and technology support company, today announced that it has been recognized as a Leader in the ISG Provider Lens™ Contact Center – Customer Experience Services Global 2020 report by Information Services Group (ISG), a leading global technology research and advisory firm.

The report by ISG underlines CSS Corp’s ability towards meeting the needs of enterprises for well-orchestrated intelligent automation capabilities to automate processes and to deliver higher productivity, reduced costs, improved data accuracy and enhanced customer experience. CSS Corp was named a Leader in the AI & Analytics quadrant of the report. It was also positioned as Product Challenger in the Digital Operations quadrant of the ISG Provider Lens™ Contact Center – Customer Experience Services US 2020 report.

The company has received this recognition for its comprehensive suite of services driven by solutions such as Digital Contact Center 2.0 (DCC 2.0) to drive transformation and OpsMAX framework to empower employees, and by exhibiting traits of partnership to seamlessly meet and address the needs of its clients. In addition, its differentiated outcome-based pricing model and expertise in delivering insights for customers has been adding value to its fast-growing portfolio of clients.

“Disruptive technologies and engagement models are accelerating the pace of digital transformation at contact centers as they re-imagine how they can ensure a smooth and frictionless customer experience. CSS Corp has constantly endeavoured to provide world-class end-to-end support, enabled by innovative technology solutions and business models. We are proud to be the leaders in this domain and aim to continue to maximise the value we deliver to our clients,” said Sunil Mittal, EVP, CSS Corp.

“CSS Corp has put AI and analytics to effective use across enterprise clients. The company has exhibited skin in the game with its differentiated pricing models and significant business outcomes that have enabled growth for clients,” said Namratha Dharshan, ISG Lead Analyst.

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CSS open to IPO or strategic buyer, says CEO Manish Tandon

We can either do an IPO or if there is interest from a strategic buyer giving us good valuation, we are okay with it,” said Manish Tandon, CEO, CSS Corp, a $140-million technology company owned by Swiss PE firm Partners Group, on the company’s growth plans for the next three years.

In 2013, Partners Group acquired a majority stake in CSS in a $270-million transaction, and now owns 92 percent stake; the rest is held by employees, Tandon told Business Line. CSS has around 5,500 employees globally with nearly 3,950 of them in India, he said.

All PE-owned firms need to have an exit path. Some PE invested companies go through an IPO or are acquired by strategic buyers or bought over by other PE firms. Each fund raises capital for a defined time frame. They work in the private market and need to exit because they need liquidity. CSS’ case will be either an IPO or sale to the strategic buyer, he said.

If revenue crosses $200 million (about ₹1,400 crore), CSS can do an IPO, which will be mostly in India or any other capital market that gives more value, he said. For fiscal ending March 2018, the company will end with revenue of around $155 million, said Tandon.

Tandon said the company is in talks to acquire a fairly large company compared to CSS and expects to announce the deal in February or March, he said without giving further information.

Tandon said when he joined CSS a year ago there was too much focus on technical support, which was a business that was getting commoditized and without any growth prospect. The company’s strength was working with top global technology companies, including Alcatel-Lucent and Unilever.

Bets on digital

The company decided to limit its focus on technology, media and telecom sectors, and on e-commerce and digital businesses of brick & mortar companies with the focus on end customers. “We have moved from a pure services company to a new age services company by creating a platform and ecosystem for new digital world. We expect demand for digital services to be there for next 15 years,” he said.

Tandon said for a client making Wi-Fi routers, CSS used to provide technical support for end customers but today offers premium support where CSS bears the cost and shares revenue with the client.

For example, if a customer of the router company calls, CSS checks if the customer is interested in buying technology support for the entire home. Based on this, CSS sells and services that plan for which it takes 80 percent revenue and gives the customer 20 percent. It is a profit for the router company, he said.

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CSS Corp Wins Gold at the 12th Annual 2020 Golden Bridge Business and Innovation Awards®

CSS Corp, a new-age IT services and technology support company, today announced that it has won the Gold Award at the 12th Annual 2020 Golden Bridge Business and Innovation Awards. The company won the award for driving ROI for clients through technology and business model innovation.

CSS Corp’s unique proposition of transforming business models for clients by offering innovative outcome-based and gain-sharing models has been instrumental in transforming front-office support and client facing infrastructure at organizations. The company has been focused on redefining the customer engagement landscape with cutting edge innovation and rendering tangible business value across client engagements.

CSS Corp’s Innovation Labs is the epicentre of cutting-edge solutions with a mandate to deliver a solid business ROI to clients. The company’s home-grown solutions like Contelli, an intelligent automation platform, harness new-age technologies to drive business initiatives at digital touchpoints, improve customer satisfaction and increase quality through intelligent business operations. Digital Contact Center 2.0 (DCC 2.0) is a platform that unifies end-user experience, operational efficiency, and engineer productivity, thus eliminating cost and human effort. DCC 2.0 improves customer experience and customer lifetime value at the point of customer interaction.

Speaking on the occasion, Manish Tandon, Chief Executive Officer, CSS Corp said “In today’s era of digital acceleration, organizations are looking beyond the traditional services approach to create performance and outcome-based models that feasibly integrate into existing systems. CSS Corp takes pride in being one of the leading companies that pushes boundaries towards accelerating innovation and seamlessly meets customer and business needs through our portfolio of technology-driven services. We are honoured to be the recipients of the Golden Bridge Awards consecutively for three years in a row, and we will endeavour to keep transforming and creating an impact across the industry.”

Judges from a broad spectrum of industry voices from around the world participated and their average scores determined the 2020 award winners. Winners will be celebrated and presented their awards during a virtual awards ceremony in December.

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CSS Corp wins NASSCOM customer service excellence award 2017

CSS Corp, a new-age IT services and technology support company, has been named as the winner of the Customer Service Excellence Award 2017 by NASSCOM, India’s premier IT industry body.

CSS Corp emerged as a leader in the transformation category for its proven capabilities in creating additional revenue generation opportunities for clients globally through its proprietary tech support and analytics platforms.

The NASSCOM Customer Service Excellence Awards – 2017 were given out on October 12th, 2017 at their prestigious BPM Summit 2017 to recognize innovations by organizations that deliver highly personalized, outcome driven and revenue focused services to their customers.

CSS Corp has been redefining customer engagement by focusing on enabling customers in generating additional revenue streams by leveraging new-age technologies to understand customer behavior. CSS Corp’s REAP (Revenue Enablement and Profitability) Framework – Growth Navigator Suite offers a gamut of modular solutions covering Premium Tech Support, As a Service Model, White Labeled Managed Services and Professional Services.

Known for rapid adoption and success, this solution has created opportunity for faster customer acquisition, and generated new recurring revenue streams for global clients in IoT, Hi-Tech, Retail and Telecommunication sectors.

It is really heartening to see the pledge that the companies in the industry have taken towards enhancing business delivery for clients; today companies are working towards creating processes and leveraging new technologies to increase the delivery quotient of their customers. This trend will go a long way, helping firms in leveraging the technologies they invent today to ensure business sustainability in the future. Out of the 115 submissions received from 54 firms across the BPM industry, firms were adjudged on the parameters of Co-Creation, Process Improvements, Return on investment and Transformation, NASSCOM would like to congratulate all the companies who were felicitated as part of the same,” said chairman NASSCOM, Raman Roy.

We are thrilled to be recognized by NASSCOM. It is another indicator of our capabilities and positioning that helps drive unique value creation for and along with our clients. For the past 50 years, the primary focus of majority of large outsourcing contracts has always been to reduce cost, automate back-office business processes & manage IT remotely. Driving revenue for customers has been farfetched. IT vendors seldom discuss solutions whose value proposition is around helping customers generate new and additional revenue streams,” said chief executive officer CSS Corp, Manish Tandon.

At CSS Corp, we have created a compelling framework with innovative commercial models and engagement strategies that enable our clients to generate additional revenue and significantly reduce costs involved in managing support operations,” he added.

At CSS Corp, our mission is to consistently deliver high on customer requirements, while creating opportunity for additional revenue streams. We continue to see strong and growing traction for our solutions amongst some of the world’s leading brands and this recognition by NASSCOM marks yet another milestone in our journey towards becoming a trusted partner for enterprises globally,” said EVP, Chief Sales and Marketing Officer, Sunil Mittal.

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CSS Corp to Open 100 Jobs Positions in Costa Rica

CSS Corp, a leading IT Services and Technology Support company will add 100 new job positions locally.  The company has been in the country for several years and its growth reflects CSS Corp’s continued commitment to Costa Rica.

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

CSS has currently 760 employees that deliver enterprise and B2B tech support services. The company is looking for another 100 professionals to join them in the next 3 months.

Duayner Salas, acting Minister of Foreign Trade commented: “Over the last years Costa Rica has evolved from transactional functions to multifunctional sophisticated processes and the country has a mature environment for complex business activities in services. Nowadays, we stand as the main exporter of high value-added services in Latin America. In that context, we celebrate the expansion of CSS Corp because it will allow us to generate more quality jobs and better lives.”

Jayagopi Andhoor, country head and vice president at CSS Corp, Costa Rica, said “Costa Rica’s central time zone makes it a favorable location for real-time collaboration globally. In addition, the stable political environment, ease of access, and the availability of high-quality, diversified talent, multilingual capabilities and technical skills were the key differentiators that led CSS Corp to establish a delivery center in Costa Rica”.

Jorge Sequeira, Managing Director of CINDE, commented: “CSS, a company from India, one of the countries with the greatest contribution in IT companies, found in Costa Rica the strategic partner to grow its business. With the new hires, CSS will add a total payroll of 860 employees. According to CINDE, 85% of the employees in the companies from the services sector have staff that comes from public schools, and also, 42% of the total workers in the sector are women, exceeding the national average of 39%, which demonstrates inclusiveness in job creation”.

CSS is recruiting candidates with English 85% (B2+), 1 Year Consumer tech support Experience, or 1 Year enterprise TAC/Security support Experience. Interested candidates
can apply at https://csscorp.cr-jobs.com or write to costarica.jobs@csscorp.com

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How To Leverage Digital Tech To Drive Revenue Growth

The digital revolution has improved consumers’ lives in many ways. For many businesses, the same revolution (including mobile, social media, cloud, artificial intelligence and analytics) has created fierce competition.

But the news is not all doom and gloom. At CSS Corp, we help companies leverage digital technologies to increase their top line — turning the digital revolution “enemy” into an ally.

Building The Brand Around Digital Customer Engagement

Research by Harvard Business Review shows that customers who are emotionally connected to a brand are twice as valuable in the long run. Today’s digital natives appreciate brands they can interact with on their own terms. Sure, some companies will need to rethink their entire business model to survive (Toys R Us and Blockbuster failed here and were eventually overrun by the successes of companies like Amazon and Netflix). But many companies simply need to use digital channels to connect with their core audiences.

Burberry has worked for more than 10 years to transform its historic luxury brand into a digital experience. The brand developed an advanced platform and emphasized integrations with Twitter and Facebook. It collaborated with leading fashion photographers and encouraged customers to upload pictures of themselves wearing Burberry’s signature products. The work paid off, and the company’s impressive revenue growth has been attributed to the digital brand experience.

Digital customer engagement starts with identifying target audiences and segments and understanding their existing digital footprints. Choosing the right channels is an early decision with long-term impacts. While Facebook and YouTube dominate as social media channels (about 68% of adults use Facebook), other social media platforms can attract more specific audiences (Pinterest, for instance, is used much more by women than men).

Finding The Next Customer With Advanced Analytics And Targeting

Traditional marketing uses a combination of historical data, marketer’s experience and informed guesswork to create buyer personas and to choose the right methods to reach them. Today, AI-based tools automatically evaluate what is working and what isn’t, and autonomously adjusts marketing to reach the right potential buyers.

Tools that once required enormous investments and overhead to implement are becoming easier and less expensive. They don’t require data scientists; with SaaS models and pay-as-you-go pricing, they can be used by almost any business.

Harley-Davidson of New York City uses an AI-driven marketing platform to identify the customers most likely to buy and then looks further to identify additional people “in the wild” with similar attributes. The new leads are automatically targeted with the marketing campaigns proven most effective. The system works: The company found itself with a 2,930% increase in sales leads.

Of course, not all AI systems achieve such impressive results right away — they can take time. It’s important to remember that the difference between traditional analytics and AI-based systems is in their abilities to autonomously improve. The volume of transactions and data will influence the model more than the passage of time, as the system has more reference points to learn from.

Who, Where And When: Increasing Sales Through Location-Based Analytics

Insights gained from analyzing location-based business data can be collected from cameras, sensors, mobile devices and social media channels. The results can help make strategic business decisions as well as guide immediate operational decisions.

Starbucks uses location-based analytics in numerous ways. The company uses a customized geographical information system to accurately project foot traffic and average customer spend, helping it to place stores where they will be most successful. The system is also used to create targeted promotions such as launching a Frappuccino promotion to coincide with a heat wave. This enables Starbucks to capture value that competitors missed out on.

Location-based analytics close the gap between social media and the physical world, turning online interactions into real-world revenue. Personalized marketers have long focused on who, what, when and how — matching the right lead and the right content, at right time and in the right channel. Location-based analytics lets them add the where component.

Technologies such as location-based sensors and beaconing services enable targeted offers to appear when your customers are in close proximity. Location-aware apps can gather information on the travel patterns of potential customers. In-store customer tracking offers deep insights into browsing patterns and lets you adjust store layouts and product displays to maximize sales.

Closing The Deal With Next-Best-Action Marketing

We are all familiar with traditional product-centric sales approaches, with their impersonal feel (“Do you want fries with that?”). The digital era has ushered in marketing and customer support techniques that offer highly personalized and contextual offers and services.

By using next-best-action (NBA) calculations, you can provide recommendations that are most likely to result in positive outcomes based on the unique customer and the specific situation. Advanced customer relationship manager (CRM) systems born out of the digital era enable real-time analytics and machine learning on the fly and help enable NBA. By eliminating bothersome and redundant offers across channels and focusing in on what the customer was most likely to respond to, NBA shifts the relevance, quality and frequency of customer contact.

It’s important to keep in mind that NBA is more than a complicated version of upselling and cross-selling. NBA requires contextual information about your customers and the situations. Big data sources of structured and unstructured data — including external data that you might not otherwise use in operations — can give the system important clues about a customer, their mindset and their likely reactions. Artificial intelligence solutions can mine this data in a way that sales or support representatives, who have only seconds to respond to a customer, cannot match.

The Bottom Line: How To Grow The Top Line

Tim Cook, CEO of Apple, once said, “Companies that get confused, that think their goal is revenue or stock price or something. You have to focus on the things that lead to those.”

There are innumerable ways that digital technologies can grow your top line — building your brand, finding your customers and closing the deal. You just have to choose the right strategies and technologies for your organization.

Sunil Mittal

EVP & Chief Sales and Marketing Officer at CSS Corp, responsible for driving business growth and proving strategic leadership.

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24 Years Of Experience And Counting…

Finance and I

• Why Finance and I mix?  

Might be genetic! My father was an accountant by profession and my paternal grandfather was an astrologer with a sharp acumen and fascination for numbers. Once I chose this stream, the very fact that finance is a great enabler, as well as the most reliable yardstick for business performance, made it even more exciting for me.

• Motto I live by…  

Never do anything that you would not want to see reported on the front page of a newspaper.

• Being CFO to me means… 

A conscience keeper and a provider of early warning signals to the businesses.

• When I switch any company I would like to be remembered for 

Being a team player, my scalable controls and processes that I helped devise or implement.

• Next pit stop 

CFO of a publicly listed company.

• Leadership goals 

Inspiring people to do their best and shaping careers.

Learnings

• Another CFO I look up to 

It would be difficult to single out a particular person.  All the CFOs that I have had the opportunity of working with in the past have influenced me positively as well as some of the CEOs that I have worked with. I applaud them for their ‘CFO instinct,’ and hence consider them as my ‘Gurus’ too!

• A leader/mentor I look up to and why

Outside the corporate world, it would be MS Dhoni. I admire him for the cool head over his shoulders and his ability to get the best out of his team.

• One deal I wish I had cracked 

Thankfully, I do not have any such regrets as of now. I am glad to have had great work experiences, including M&A deals and transformation initiatives.

• One thing I still want to learn 

To become an expert in the art of negotiation.

• Most overrated financial advice  

I believe that the B2C business valuations these days are certainly overrated.

• Value creation to me means? 

An equitable creation of value to the entire stakeholder spectrum – shareholders, employees, vendors, society.

• What have failures have taught me? 

As long as we are willing to learn from those failures, life always offers everyone a second chance.

• From my previous experience, the biggest learning that remained? 

Behind every great achievement lies strong teamwork.

• One misconception that CFOs have about themselves?

Being I ‘only a numbers guy’. The have successfully evolved from that phase to becoming leaders who provide strategic direction to businesses. I feel that over the last two decades, this evolution has already taken place.

• One responsibility/thing that very few understand about CFO’s function? 

Risk mitigation.

• What role does spirituality play in my life & leadership? 

Spirituality has taught me to treat others with empathy, treat success and failures with equanimity and most importantly, always hope for the best but prepare for the worst.

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Organizations Must Go Beyond Regular Principles and Adopt Unconventional Security Techniques

Cybersecurity has emerged as a huge area of concern for businesses in today’s hyper-connected era, with cybercriminals finding newer ways to gain access and compromise sensitive business and customer data. Gartner predicts by 2020, 60% of digital businesses will suffer major service failures due to the inability of IT security teams to manage digital risk.

Earlier companies had to deal with a specific set of standards like HIPPA, SoC when it comes to data protection. These standards focus more on where data is stored and how it is transmitted. With the advent of regulations like GDPR, the focuses have shifted to data subject irrespective of where it is stored or transmitted. The data must always be secured and protected.

The endpoints capturing, processing the data has exploded with IoT, mobile, cloud. These endpoints don’t stay within the security perimeter of the company. These devices handle lots of data and mostly act as entry/exit point for data in most of the IT infrastructure. The combinations of mobile endpoints and the data they store is a risky combination for any business if not protected.

Some of the challenges include vulnerability to fake data generation, the potential presence of untrusted mappers, troubles of cryptographic protection, sensitive information mining, struggles of granular access control, data provenance difficulties and many more. It is imperative for an enterprise to carefully design their big data adoption plan with security at the forefront.

Businesses, both big and small, are facing newer risks and threats like DDoS, spear phishing, Petya ransomware, malware, application-specific hacks, and botnets. “These disruptions, however minor, pose a major threat to the reputation, finance, intellectual property and assets of an organization, impacting business operations and its KPIs. This has been seen over the last year in cases such as the WannaCry ransomware attack, and severe security breaches at Equifax, Deloitte, and the recent Singapore healthcare data breach. In fact, as per a study was done by Ponemon Institute, it was found that the total average cost of a breach cost $3.62 million in 2017.

These kinds of cyber-attack and advanced security incidents are stimulating organizations to protect data and combat security breaches by further strengthening their security standards. Organizations are adopting new policies and regulations to safeguard the brand from obstacles in business continuity, said Mushtaq Ahmad, CIO, CSS Corp.

According to Ritesh Gandotra, Director – Managed Document Services, Xerox India, the core issue is to identify and secure potential areas that could leak sensitive data. While the obvious ones are our IT systems – which are typically a focus for CISOs, our employees (knowingly or unknowingly) would be another vulnerability. It is also imperative to understand what proportion of your employees use public cloud services to store/exchange organization-specific data.

Safeguard your Organization From Ransomware Attacks

According to a recent study by IBM, data breaches cost the least in India with the lowest average total cost of $1.77 million. Also, it was highlighted that the notification costs for organizations in India were the lowest at $20,000. Moreover, India spent far less to resolve a malicious or criminal attack i.e. $76 per record.

Typical ransomware or data breach attacks are not a single day event but involve multiple phases like reconnaissance to understand the vulnerable entry points into an enterprise, the exploit that gives entry to the attackers, the lateral movement as the attacker moves to find lucrative data and exfiltration when they move the data out. “Enterprises should deploy network and host level protection that has tripwires that will trigger in each of these phases – such layered protection is the key to modern enterprise defence. Another strategy to employ is to move away from static rules of access to dynamic, risk-based authentication and authorization that will catch attackers even when they come in with correct, stolen credentials,” added Pandurang Kamat – Chief Technologist & Associate CTO.

“Data breaches via social media networks have been on the rise over the last few years. We suggest users be extra careful and verify any third party websites connected through these networks. Always double check on sharing any personal data online space and stay away from malicious content,” Founder and CEO of MoMagic Technologies, Arun Gupta said,

“Website needs to have a strong and secured hosting, server and security. No corporate, especially in today’s world can compromise on this as a significant investment in branding and business is done online. Apart from the reputation damage, companies have also lost sensitive customer data to hackers and have ended up paying the ransom to get it back,” Mr Gupta added.

With even global regulators heightening the focus around data protection (regulations like GDPR also known as European Data Protection Law), it is important for India to perceive that the threat around this domain needs to be addressed as a business risk rather than a mere reply to a technological difficulty. There are certain aspects that are important for an organization to keep in mind in order to keep their data safe and secure:

1. Data can only stay safe in an organization if an enterprise is aware of the data. Well-nourished data classification methods also play a vital role in ensuring the protection of an organization’s most sensitive data assets.
2. By assessing jeopardy and impact — enterprises need to also ensure that the impact of international borders on data, vis-à-vis international vendors and cloud services, is handled with care.
3. By establishing a robust framework and policy in an organization.
4. An organization’s capabilities to monitor the risk-prone data by data management proactively is also one of the ways via which an organization’s data can stay protected.
5. Data handling and management should involve a holistic and universal approach, complete with legal, corporate, technical and human aspects.

According to a Basis Cisco 2018 Asia-Pacific Security Capabilities Benchmark Study, India faces one of the highest cyber security threats in the Asia-Pacific region with over 500,000 security alerts on a daily basis, which is nearly thrice the number of alerts faced by global companies. Further to the report, India leaves nearly 39% or approximately up to 200,000 alerts unattended due to lack of required skill sets. This was in line with its global peers in the APAC region who left half of the legitimate cyber threat alerts unattended. This presents a significant concern for the cybersecurity defenders who need to identify the genuine threats from a vast number of daily alerts.

According to Mushtaq Ahmad, organizations must go beyond regular principles and adopt unconventional security techniques to reduce risks of data breach and security attacks. The c-suite must take steps in the contextual adoption of emerging technologies like AI and real-time threat- intelligence to pre-empt threat detection. Not only that, real-time insights of daily operations and risks must be supervised through treat intelligence dashboards. Mining huge volumes of data and providing actionable suggestions, proactive penetration tests can also help to ensure the health of data networks and IT assets.

“At Xerox, both with respect to our technology and services, we believe in prevention of breaches. Besides the device and network communication level protection, our industry-leading partnerships are geared to resist code injunction (typical ransomware feature) using whitelisting which helps us at the technology level. We can even integrate with SIM/SEIM systems to bring the print environment under the purview of the overall security posture of an organization. From a services perspective, our print security audit services allows the organization to arrive at a baseline security level – and then highlight any deviations from the policy with some level of automated corrections,” said Ritesh Gandotra.

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CSS Corp named “Leader” in NelsonHall’s NEAT Research on Digital Customer Experience

CSS Corp, a new-age IT services and technology support company, announced today that it has been named as a “leader” in NelsonHall’s NEAT vendor evaluation for Digital Customer Experience. NelsonHall is a leading independent global analyst firm for the business and IT services industry. The study evaluated 26 top vendors on their ability to drive revenue generation for their customers through the adoption of digital technologies.

The study underscored CSS Corp’s focus on driving revenue generation for customers through the contextual adoption of emerging technologies like AI, analytics, and automation. CSS Corp has been offering CX management services for some of the world’s most recognized brands and helping them create more engaging CX, drive enhanced revenue generation per user (ARPU), and increase predictability in business operations.

The company is betting big on its cognitive platform, Cognitive Customer Experience Platform, to bolster its customer experience strategy. Cognitive Customer Experience Platform is an integral part of CSS Corp’s Cognitive Support Services, which is an outcome-based automation solution to help brands transform their customer experience management approach. This solution automates 30-50 percent of a typical customer support operation and the customers are charged only for the transactions that the platform resolves. The solution is completely modular, so customers can pick and choose the components that they need and integrate them into their existing technology infrastructure. Customers usually do not make any upfront investment to use Cognitive Customer Experience Platform and only pay from the cost savings realized through automation.

Manish Tandon, CEO, CSS Corp, said, “Brands are innovatively using technology and processes to drive critical customer outcomes, and cognitive services are at the heart of digital customer experience. At CSS Corp, we continue to drive new outcome-based engagement models that enable our customers to embrace digital transformation in a risk-free manner.”

“To be recognized by NelsonHall as a leader in digital CX is another testimony of our capabilities and experience in winning customer trust and forging meaningful relationships in the ecosystem,” he further added.

Sunil Mittal – EVP, Chief Sales, and Marketing Officer, said, “As businesses continue to evolve, building engaging CX can be the critical differentiator in driving business outcomes. At CSS Corp, our continued focus is to drive stellar customer experiences through our cognitive approach and help our customers unlock new growth and revenue generation opportunities. This latest recognition by NelsonHall marks another milestone in our journey to be a trusted technology partner for organizations globally.”

Ivan Kotzev, CX Lead Analyst at NelsonHall, said, “CSS Corp’s capabilities to integrate analytics and automation in context-driven support helps the effective activation of digital channels and the delivery of personalization. The company’s proprietary CX platforms are a differentiator in assisting clients on their digital transformation journeys.

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