September

IT Vendors gear up for the Digital transformation era!

“Digital is the new normal,” says Nishikant Nigam, EVP & Chief Delivery Officer, CSS Corp. “Digital is prompting organizations across industries to reimagine their customer engagement strategies for better business success and outcomes. To survive in this digital age, companies must view digital as an opportunity, rather than as a threat Instead of fearing away from digital transformation, embracing it will help one evolve. Companies must invest in advanced data analytics solutions that aggregates customer interaction data from various touchpoints, converts that into recognizable patterns and recommends actionable insights resulting in faster issue resolution”.

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CSS Corp Ranked 7th in HFS Research Global TOP 10 Cognitive Assistant Service Providers Report

CSS Corp, a new-age IT services and technology support company, today announced that it has been named amongst the Global Top 10 Cognitive Assistant Service Providers by HFS Research in its latest Cognitive Assistant Service Providers Report for 2018. The report has been compiled based on interviews with 300 enterprise clients of IT services from the Global 2000 on the innovation and execution performance of service providers.

CSS Corp has been featured for strategically blending domain centric customer service capabilities with their technology prowess in customer engagements.  HFS Research has recognized CSS Corp’s cognitive assistant platform Cognitive CX Platform for its modular ability to be integrated easily with contact center channels and with voice platforms like Amazon Echo.

Cognitive CX Platform provides an omnichannel customer experience and offers context-driven, real-time support with a human-like interaction to resolve customers’ needs. The platform also impacts business results outside of cost savings, such as creating new revenue streams and improving content discovery for marketing.

Speaking on the occasion, Manish Tandon, Chief Executive Officer, CSS Corp said, “The future of business is being sharply re-defined by greater personalization for the digital customer. To deliver value, brands are increasingly reimagining customer engagement through intelligent technology. At CSS Corp, innovation in emerging technologies and service delivery excellence defines our pinpoint focus on customer centricity. We are attuned to the needs of our customers, and are striving to exceed their expectations along with their business transformation journeys.”

“As we continue to pursue meaningful engagements with customers and partners, this recognition is another endorsement of our strategy and focus to help our clients digitally transform,” he further added.

Sunil Mittal, EVP & Chief Sales and Marketing Officer said, “We are delighted to be recognized amongst the top 10 service providers for cognitive assistants globally by HFS Research. With our digital-focused strategy, we have been driving innovation and fresh thinking to open up new growth and revenue streams, both for our customers, as well as for us. This recognition positions us favorably to move up the value chain and leverage Cognitive CX Platform’s versatile and modular solutions to drive tangible impact for our customers. ”

“As personalization becomes a critical business differentiator in CX, we will continue to innovate and invest in new tech to stay ahead of the curve and move with greater agility,” he further added.

 

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How ITeS firms in India are reskilling for the cloud

For many workers, their homes have become their offices and all enterprise applications are now accessed remotely, driving IT companies across India to face up to an unprecedented level of cloud adoption.

Cloud adoption in enterprises has hit new heights during the pandemic as it has become the catalyst for digital transformation. Many organizations have moved towards remote working in response to COVID-19, making the cloud an immediate priority rather than a future project. That’s led to a need for internal reskilling and upskilling of teams. Cloud has enabled IT staff to be frontline supporters as it eliminates the complexities of a hardware-based IT infrastructure.

ComputerWorld takes a look at the cloud skills in demand across India, and how IT/ITes companies are going about reskilling and upskilling the workforce.

Cloud skills in demand
Some businesses are looking for cloud expertise in a narrow field; others want it across the board. We took a small but representative sample of what’s hot at tech companies operating in India.

India’s highest paying tech jobs and the skills that rake in the big bucks
For Sandeep Soni at data protection service provider Clumio, the needs are technical. Soni, the GM and VP of Engineering for the company’s Indian operations based in Bengaluru, says a basic understanding of artificial intelligence (AI) and machine learning (ML) in cloud development and serverless applications is the most important skill for a developer these days.

There’s a big difference between database programming for the cloud and on-premises, he says: “Engineers need to have cloud automation skills to build, test, deploy, and manage especially when there are rapid releases. Devops is another important skill that is needed. A good cloud developer needs to enable a smooth running of a software (in the cloud) for operations.”

At business process management specialist Hinduja Global Solutions (HGS), CIO Natarajan Radhakrishnan is looking for cloud skills across the board. The company is in the business of helping its customers migrate to the cloud, provide managed services, and also develop cloud-native applications, he says: “For us, the most sought-after cloud skills are sales, migration, application development, and administrative skills.”

Meanwhile, at software consultancy ThoughtWorks, capability development lead Jaydeep Chakrabarty says the latest technology trend becomes the new skill shortage for any organization. Currently, he sees the most in-demand cloud skills as cloud security, serverless architecture such as Google Cloud Platform or AWS, and ML and AI in the cloud.

Automation skills are among those in demand at CSS Corp., according to Phanikishore Burre, SVP and delivery head for network, cloud, infrastructure and security services. He sees a need for cloud skills in a number of roles, including administrator, devops, and security. Hands-on experience on Linux and Windows is important, he says, as are coding chops in Python, knowledge of automation platforms such as Ansible or Jenkins, and familiarity with Kubernetes and other container technologies, databases, and serverless and multi-cloud computing.

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Towards CX 2.0

Embracing innovative tech for a richer and seamless customer interaction

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 perpent. 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

“ORGANIZATIONS SHOULD ADOPT AN AGILE AND AN INCREMENTAL APPROACH TOWARDS DIGITALIZING PROCESSES INVOLVED IN CUSTOMER LIFECYCLE MANAGEMENT. THIS IS NOT A BIG BANG THEORY”

– VIVIAN GOMES, VP & HEAD OF MARKETING, CSS CORP

 

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CSS Corp amplifies its technology portfolio with geospatial services

CSS Corp, a new-age IT services and technology support company today announced that it is bringing in end-to-end geospatial services to complement its digital offerings. The services will enable customers across industries like telecom, utilities, and navigation to gain deeper insights into geospatial data with advanced analytics and machine learning in order to drive powerful business outcomes.

CSS Corp’s geospatial technology services (GTS) encompass geographic information systems (GIS), geo-image processing, mapping, and geo-analytics services, delivering visualization of location or spatial data, insights on spatial relationships, and simplified data management. The company leverages hybrid mapping technologies including LiDAR (Aerial and Terrestrial), UAV, aerial technology with an aim of delivering visualization of location or spatial data, insights on spatial relationships, and simplified data management.

Using these solutions, organizations will be able to create and merge spatial data from multiple sources that allow for easy access, analysis, and utilization. GTS will help clients leverage contextual intelligence for faster decision-making and go-to-market while improving efficiency and productivity exponentially leading to scalable and sustainable development of businesses.

“Given our deep expertise in automation and analytics, CSS Corp is in a strong position to deliver compelling business outcomes through our GIS service line. Our extensive expertise in product design and development, coupled with our 360-degree geospatial content production and management capabilities, will enable us to add enhanced value to our customers while exploring new avenues of growth and performance,” said Chief Executive Officer, CSS Corp, Manish Tandon.

“The GIS service line is aligned to CSS Corp’s digital vision and comes as a logical extension of our digital offerings. We are very excited to bring these services to our customers while driving meaningful impact for their businesses,” he added.

“Businesses are increasingly leveraging geospatial data, along with machine learning and advanced analytics to gain powerful insights into business operations and achieve greater results. Our GIS services unlock the true potential of the latest geospatial technologies by combining them with our award-winning machine learning capabilities,” said Nishikant Nigam, EVP & Chief Delivery Officer CSS Corp.

 

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CSS Corp wins NASSCOM’s Customer Service Excellence Award 2019

CSS Corp, a new-age IT services and technology support company, has won NASSCOM’s prestigious Customer Service Excellence Award 2019 in the ‘Transformation’ category.

The company was chosen for its innovative approach to transform customer experience operations and create new revenue streams. The award was presented at NASSCOM’s BPM Strategy Summit 2019, which was held in Bengaluru on 5th September 2019.

CSS Corp has been recognized for implementing an outcome-based Managed Services Partnership (MSP) model for a VOIP service provider to transform its customer experience operations ecosystem. The MSP model leverages the capabilities of CSS Corp’s indigenous cognitive customer experience platform that integrates technologies like artificial intelligence, RPA, and analytics to provide world-class support services. The model offers clients with various features including end-to-end CX management, customer acquisition and retention, global service delivery, advanced analytics, gain share opportunities, cognitive automation and RPA tools, to address customer needs and manage customer engagement.
The novel adoption of the MSP model enables clients to improve their overall customer experience, transfer operational risks and shift their focus to core product development, thereby creating more business opportunities. Additionally, it also facilitates a win-win environment by aligning incentives between vendors and clients to provide more value-added services leading to higher customer retention.

“We are delighted to be recognized by NASSCOM for one of our unique and agile solutions. Technology is moving at a rapid pace and we are looking to harness the power of complex and cutting-edge technologies to create customized and simplified solutions for our clients. This award is a great example that showcases our commitment in providing a seamless and outcome-based model that enables businesses and reduces operational costs. We are confident that we will continue to innovate and offer disruptive solutions and engagement models that will help our clients in their transformation journeys,” said Manish Tandon, CEO of CSS Corp.

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CSS Corp’s Manish Tandon recognized as the CEO of the Year at CMO Asia Awards 2019

CSS Corp, a new-age IT services and technology company, today announced that its CEO, Manish Tandon, has been honoured with the prestigious CEO of the Year award at the 2019 CMO Asia Awards held on 15th August in Singapore.

The award is an acknowledgment of his role in transforming CSS Corp into a new age digital services organization and up scaling its credibility in the global IT industry.

Manish joined CSS Corp in 2016 and has been instrumental ever since in introducing new measures that have established operational stability and driven innovation. Under his vision, CSS Corp has emerged as a new age services provider that offers differentiated value propositions and award-winning solutions, aimed to solve challenges and deliver incredible customer experience to clients.

CSS Corp added another feather in its cap by also bagging the 2019 CMO Asia Awards for Excellence in IT/ITeS Sector. The company was recognized for its unique outcomes-driven services proposition that fuses world-class operational expertise with best-of-breed technology solutions.

“It is an honour to receive the CEO of the Year award from the prestigious CMO Asia group. It is truly humbling when your work is recognized by industry veterans. I would like to thank the entire CSS Corp team who took the leap of faith with me and tirelessly helped in delivering the best to all our stakeholders. I also appreciate our customers for their trust and confidence in CSS Corp as we move ahead on this transformation journey. The Award for Excellence in IT/ITeS Sector goes on to show that the team at CSS Corp is breaking conventions to reach new heights in innovation,” said Manish Tandon, Chief Executive Officer, CSS Corp.

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5G network as a game changer in the automotive industry and a basis for enhanced driver tech

‘According to Barclays, an autonomous car could generate 100 gigabytes of data per second, and with a response time of less than a millisecond and output of 1Gigabit, 5G will be the new definition for speed.’

The rise of autonomous driving assistance features in cars is quite prominent and a lot of it depends on connectivity since V2V (vehicle to vehicle) and V2I (vehicle to infrastructure) are extremely crucial for autonomy. There is where the relevance of an upgraded, reliable and responsive network comes in. The current financial year of 2019-20 could see the rollout of 5G network in India. We currently have Internet-connected cars in the country, for example, Hyundai Venue and MG Hector. With the onset of a faster network, commercial and economical development could see breakthroughs like smart city development and enhanced driver assistance features.

“There has been significant progress as large Original Equipment Manufacturers (OEMs) are conducting trials with major service providers. In addition, test labs for specific verticals are being set up to focus on key sectors such as banking, railways, agriculture, manufacturing, health, power and more. We will see an increasing number of use cases ranging from connected and affordable healthcare, smart cities and homes, efficient and secure autonomous cars, to robotics, immersive gaming, immersive education and more,” says Aditya Chaudhuri, Managing Director and Lead – Communications, Media & Technology, Accenture India.

“For example, 5G vehicle-to-vehicle communications (V2V) could allow lead cars to communicate hazards to following cars, increasing reaction time and safely allowing car convoys. It could also reduce the time to find parking and help decongest roads to benefit commuters,” He further added.

Arvind Gopalakrishnan, VP & Head of Solutions, Products and Sales Engineering at Aeris Communications, explains “The basic need of digital India is ubiquitous connectivity and it cannot be successful without effective, affordable internet connection with the last mile reach. A key challenge for the automotive industry as they implement 5G core network is ensuring they have the right infrastructure enabling seamless and undisrupted high-speed connectivity and security. 5G will propel automotive from current state of on-demand information to real-time vehicle to vehicle connect to autonomous control into a full-blown 5G experience,”

“Autonomous driving or a driverless car is the next most advanced form of mobility and will generate huge amount of data which need to be responded with a less turn-around-time. According to Barclays, an autonomous car could generate 100 gigabytes of data per second, and with a response time of less than a millisecond and output of 1Gigabit, 5G will be the new definition for speed and connectivity for autonomous vehicles.

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“In the context of the Digital economy, the high-speed and low latency service will help the Government’s Digital India and Digital Village initiatives, 5G has the potential to work as a catalyst in achieving GOI’s vision of $5-trillion economy by 2025.”

“India’s telecom infrastructure would need significant capital investment to herald in 5G adoption. Technological advancements in autonomous vehicles, augmented reality, and AI will continue to push the adoption of 5G in India,” opines Sunil Mittal, EVP, and CSMO, CSS Corp.

“Flagship government programs like Digital India and Smart Cities will also necessitate 5G connectivity for its more advanced programs. 5G connectivity requires 5G ready handsets which and it will be at least a couple of years by when the general population of India will start using them, as and when the demand for an immersive mobile experience rises.”

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