The solutions would help with streamlining customer data, extract insights to identify customer propensities and offer context-driven support with a human-like interaction. Also, the company is investing in Software Defined Network (SDN) and Network Function Virtualization (NFV) to improve efficiency of its services
Global technology company CSS Corp is working on new solutions which would be integrating capabilities of artificial intelligence, machine intelligence, analytics and Internet of Things (IoT) thereby helping the company provide better IT services and technology support to its clientele.
The company is responsible for supporting 30 out of 50 telecom companies in the world.
In an interaction with ET Telecom, the company’s CEO Manish Tandon told about the five new solutions that the company is working on namely Auraa, Active Insights, Yodaa, Premium Tech Support and Cloud Transformation suite.
The solutions would help with streamlining customer data, extract insights to identify customer propensities and offer context-driven support with a human-like interaction. Also, the company is investing in Software Defined Network (SDN) and Network Function Virtualization (NFV) to improve efficiency of its services.
The company is based out of Chennai and Bangalore and has a head-count of 5500 technology professionals in 16 of its global centers across the world.
“We recently recruited 30+ Data Scientists and Data Engineers in India to augment our platform capabilities as a part of the Digital COE. This team is instrumental in building AI, Machine Learning and automation solutions,” said Tandon.
“We are seeing significant acceptance for our digital services like Insights as a Service and Conversational AI among our customers in the telecom sector,” added Tandon.
CSS Corp recently collaborated with BITS Pilani to launch the ‘Earn as You Learn’ which is a specialized M.Tech work integrated learning program.
Digital is playing a significant role in disrupting workplaces.
What does the word ‘Workplace’ mean? The word has different meanings, for the baby boomer generation it is the traditional office set-up – meeting rooms, office desks and office phones. For today’s generation, particularly the millennial, expected response would be centered around digital touch points, virtual personal assistants, tablets, SaaS based productivity tools, unified communication, chat, smartphones or instant messaging.
This article discusses how the digital workplace, along with consumerization of IT and new age technologies is changing the dynamics of today’s workplace.
Transforming the Workplace Digitally
Digital is prompting organizations across industries to reimagine their workplace strategies for better business success as the correlation between employee engagement and business performance is becoming increasingly relevant. Digital is playing a significant role in disrupting workplaces.
Today’s digital workplace is an always connected environment that enables faster and instant access to everything an employee needs. The digital workplace promotes employee collaboration, engagement and innovation through a consumer-like computing experience. Consumerization of IT and convergence of mobile technologies with social computing is changing the workplace dynamics. Proper planning, overall strategy, roadmap and execution are all linked to overall productivity and agility of the employees along with work engagement is required for a Digital Workplace.
Reimagining the Workplace with Digital
Generation Z, the demographic cohorts after the Millennials, are expected to enter the workforce in large numbers in the next few years. They, as consumers, expect personalized, user and persona based support solutions for their connected devices. To engage effectively with this demographic group, enterprises will need accelerate innovation and build a better workplace of tomorrow.
Here are the key trends that are driving the transition from the traditional workforce to a digital workforce:
Digital dexterity is an organization’s ability to self-organize and adapt to evolving digital technologies in order to deliver more value to the customer. It is the level of adaptability to new technologies, evolving customer and market expectations, along with optimum resource allocation.
Thanks to increasing consumerisation of IT technology and devices, an increasing number of digital workers are expecting the same ease of use with their work-related technology and tools, as any of their consumer related experiences (such as online shopping) in their personal lives.
The dynamic pace of the modern work environment means that employees must learn to adopt collaboration and productivity tools to get their work done easily and faster. The dependence on connected and collaboration devices has further accelerated the change, which is challenging for employers to meet the growing demands.
Device-Centric to a User-Centric Model
A revolution is occurring in today’s workplace. Personalization and consumerisation of employee engagement through digital has increasingly changed the way people work. With the continuous evolution of the workplace and employee expectations, businesses that do not adopt a digital workplace strategy, face the maximum risk with regards to employee engagement.
Digital Business Enablement
The digital workplace along with the supporting technology tools can transform information technology from a support-based function to a business-enabling function.
The digital workplace can provide the following business benefits through proper implementation:
Revenue Generation: Every day, we create 2.5 quintillion bytes of data — so much that 90% of the data in the world today has been created in the last two years alone. Digital applications can enable sales and marketing professionals to find the right resources and identify product up-selling or cross-selling opportunities for their customers. The rise of digital analytics tools, which involves the analysis of business data, can be used to drive a continuous improvement of the online experience for customers
Productivity Improvements: Improved workplace tools can save employee time and improve productivity. The implementation of a comprehensive digital workplace strategy can enable knowledge workers in their daily tasks through collaboration, communication, connection, and delivery
Improve the Customer Experience (CX): The use of data analytics tools and customer insights is critical for an organization to track their customer’s digital footprints. Structured customer data can provide valuable information on the type of transacting customers, the categories of products purchased, and the market demand for a product line. The CX factor can be managed effectively using digital analytics
The optimum use of digital technologies can augment the capabilities of employees, particularly in the retail sector. Some of the trends that are helping employees include:
Cognitive technologies – to observe and analyze human work, and delegate common or routine work to digital assistants
Physical technologies – including advanced robotic technologies, which are compact and suitable to be integrated in any human workflow environment
Collaborative technologies – including software tools that can improve how product developers can create new products
Workplace innovation is critical to any business success, and depends on the business integration of emerging technologies that are appearing in the market. Emerging innovations in digital product technology can be integrated into the organization’s workplace strategy, after assessment of their business value.
The digital workplace has added differentiating value to the highly-competitive market, which has experienced new needs including mobility, seamless integration across technology devices, and global collaboration. With the rise of cloud-based services, the digital workplace is poised to become the new normal for providing new digital services to the customers, which cannot be delivered through traditional delivery modes.
Preview: BW Disrupt
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 CPG, Healthcare and Life Sciences, Banking, 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
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
According to Forrester, 72% of businesses say that improving the customer experience is their top priority. A popular study from NewVoiceMedia says that companies lose more than $62 billion due to poor customer service.
Even with improvements in customer support technologies, most customers find it frustrating to get the right service in quick time from the customer support executives. High quality of customer service has become mandatory for companies, as today’s customers can take to the Internet to complain about service brands.
The use of AI technologies can transform the customer service operations, while reducing operation costs and meeting customer expectations. AI enables convergence of human-centric and machine centric intelligence resulting in improved business agility, operational excellence, resilience and bring about better customer service experiences. Google is pushing the use of cloud-based AI platforms for its customer service. According to Gartner, non-voice interactions in customer support is likely to rise from 55% in 2015 to 85% by the year 2020.
With two decades’ worth of knowledge in building and leading large IT services business across all service lines, Nishikant Nigam, EVP and Chief Delivery Officer, CSS Corp, acknowledges that cloud technologies impact every aspect of a business. From being a mere buzzword, cloud has become a proven computing model with long term business benefits. As an early adopter of cloud and with the capability of building intelligent cloud tools, CSS Corp stays ahead of the technology curve. However, Nigam stresses that many organizations are struggling with hybrid cloud adoption, which fundamentally changes the IT landscape, requiring reengineering of enterprise IT architecture and integration with enterprise data centers. “Another concern that CIOs face is the long timeline for workload migration. The industry needs a solution that accelerates workload migration while decreasing cost and downtime, and enhancing the customer experience,” adds Nigam.