2022

Uniphore and CSS Corp Partner to Drive Conversational AI Innovation for Enhanced Customer Experience

Bangalore, INDIA – May 31, 2022

CSS Corp, a global customer experience (CX) and technology provider, and Uniphore, a leader in Conversational Automation, have today announced a strategic partnership and agreement. This partnership will help businesses elevate their customer experiences proactively by analyzing customer conversations and ensuring they are truly heard and understood. It will also drive IT innovation in the contact center landscape by leveraging Uniphore’s industry-leading conversational AI technology and CSS Corp’s expertise in systems integration and implementation to develop next-gen value propositions for customers.

With over two decades of expertise in IT services, consulting, managed services, and enterprise and consumer technology support, CSS Corp has been leveraging key product and platform partnerships to deliver exceptional customer experiences. A leader in providing the most comprehensive, powerful, and business-friendly solutions, Uniphore combines conversational AI, computer vision, emotion and tonal analysis, workflow automation, in a single integrated platform to transform and democratize customer experiences across industries. CSS Corp’s domain expertise and market reach combined with Uniphore’s unique platform that detects customers’ emotions, sentiment, and intent, will transform how organizations optimize their service experience efficiently, and drive customer satisfaction and loyalty.

Often, customer voices go unheard, sentiments get overlooked, and needs go unnoticed due to siloed interactions across different channels. To improve CX, organizations need to keep evolving their ways to find out what users think, feel, and want,” said Sid Victor, SVP, Sales and Solutions at CSS Corp.“We are thrilled that this partnership brings together unique capabilities to arm businesses with new tools and technologies that offer personalized experiences to customers throughout their journey, starting from when they contact a company until their issue is resolved. We are confident that by leveraging new-age technologies, data-driven smart decision making, and offering unique value propositions for customers, we are well-positioned to disrupt the market.”

“With business models continuing to shift to remote work, customer experience has never been more important than today,” said Jafar Syed, SVP, Global Head of Channel, Strategic Alliances and Partnerships.“Combining Uniphore’s industry-leading conversational AI technology with CSS Corp’s deep experience in enterprise and consumer technology support, is a winning recipe for driving the best customer experience for businesses across the globe.”

CSS Corp is also part of Uniphore’s Unite partner program. The program includes essential resources to support the partner lifecycle and allow them to leverage Uniphore’s best-of-breed, innovative technology to expand their portfolio and profitability.

 

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CSS Corp Appoints ex-Cognizant leader Ramaseshan K as Chief Financial Officer to Support Continued Growth

Bangalore, INDIA —June 20, 2020

CSS Corp, a global customer experience (CX) and technology services provider, today announced the appointment of Ramaseshan K as Chief Financial Officer (CFO). Ramaseshan will lead the company’s financial and administrative areas with a team of experts responsible for finance, accounting, business intelligence, cash flow management, legal, M&A, and development of future investment strategies. He will also be an integral part of CSS Corp’s executive leadership team, influencing the company’s overall financial and operational strategy to support its continued growth.

Ramaseshan brings with him close to 3 decades of experience and executive-level leadership, guiding organizations through corporate financial operations while executing enterprise-wide strategic plans. Prior to joining CSS Corp, he was the head of Global Business Services and India CFO at Cognizant, and also served as a board member of the Cognizant Foundation India. He was also an integral part of Cognizant’s Global Executive Leadership Team (ELT), responsible for driving the company’s strategy and operations. In the past, he has served as CFO of Tata Elxsi and SQS India BFSI. He has also had senior financial management stints in Wipro and IBM

Commenting on the appointment, Sunil Mittal, CEO, CSS Corp, said, “We are delighted to have Ramaseshan as part of our growing family. He is a seasoned professional with an accomplished finance career that fits perfectly with our strong performance-oriented culture. We are confident that his profound experience in financial and strategic business leadership makes him the right choice to lead our finance organization. We look forward to his many contributions as we scale and grow our businesses to new levels.

CSS Corp is well-positioned as a premium IT and CX services provider driving superlative experiences and great value for its clients and business partners,” said Ramaseshan K, CFO at CSS Corp. “As the organization continues to expand its footprint and disrupt the technology landscape, I am eager to participate in its growth journey by providing comprehensive financial leadership that will position us as industry leader for many years to come.”

CSS Corp has grown revenues consistently over the last 12 quarters at around 25% y-o-y. With a strong leadership team and disruptive platforms and service models like gig, the company is well-positioned to sustain the growth momentum in the coming years.

 

 

CSS Corp Appoints Industry Veteran Ashok Philipose as Chief Delivery Officer

January 6, 2022 – CSS Corp, a global customer experience and technology services provider, today announced the appointment of Ashok Philipose as Executive Vice President and Chief Delivery Officer. Ashok will lead CSS Corp’s global delivery and operations, and also serve as an integral part of CSS Corp’s executive leadership team, influencing the organization’s path to sustainable growth, profitability, employee-focus and expansion.

Ashok brings with him over 25 years of experience at Wipro in various leadership roles spanning delivery management, risk management and organization building. He has been instrumental in setting up delivery organizations for large and strategic accounts across multiple verticals at Wipro. In his latest role, Ashok successfully orchestrated strategic interventions to drive improvement of customer satisfaction and profitability for the India business of Wipro in his capacity as the Country Delivery Head for India.

With extensive operational and leadership experience, Ashok has a proven track record of integrating & building teams, engaging employees, delivering customer satisfaction, managing delivery for multi-million-dollar businesses worldwide, and ensuring operational excellence,” said Sunil Mittal, CEO, CSS Corp. “CSS Corp has been striving to redefine industry benchmarks through its commitment to quality, dedication to innovation, and focus on delivering superlative revenue-impacting solutions to marquee hypergrowth customers. The addition of Ashok is an important step towards strengthening our management team and setting it up for future scale and growth.”

On his appointment, Ashok Philipose said, “It’s great to be part of an organization that is high on values and ethics, and is on the path to create disruption in the industry with its unique solutions, platforms and business models. I look forward with excitement to contribute towards creating a scalable delivery strategy and operations ecosystem that can sustainably cater to our ongoing organic growth of over 25%.”

CSS Corp and SupportLogic Announce Strategic Partnership to Deliver Proactive Customer Support Experience

Bangalore, India— Feb 24, 2022— CSS Corp and SupportLogic have announced a strategic partnership to help businesses elevate their customer support experience proactively by preventing escalations, improving backlog management, and reducing customer adoption barriers. The partnership will also see SupportLogic and CSS Corp execute several joint go-to-market programs to popularize the value proposition of enhancing customer experience (CX) and support experience (SX) in cloud-based support environments by leveraging the power of AI and NLP. This helps lower the customer churn rates and improve turnaround time using automated case management.

With over 25 years of expertise in IT services, enterprise and consumer technology support, and managed services, CSS Corp has been working closely with several product and platform businesses across industries, and supporting them in crafting superlative customer experiences through innovation.  SupportLogic delivers the world’s first support experience (SX) platform that enables companies to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value. SupportLogic SX™ uses AI to extract and analyze customer sentiment signals and provide recommendations and collaborative workflows. Together, both the companies will help the organizations’ service and support teams to optimize the service experience efficiently, and drive satisfaction and loyalty, while growing the revenue.

In the support and services economy, it is paramount to provide an exceptional experience to customers. We often see that the sentiment of the customer gets overlooked in support conversations and that’s where our partnership with SupportLogic will come into play. SupportLogic’s unique SX capabilities combined with our deep understanding of customers’ businesses and integrated IT solutions, will help businesses orchestrate industry-specific business outcomes for enterprise customers. This could be a game changer as we would redefine the customer support experience landscape by moving from reactive models to proactive support models, transforming support operations with AI, and optimizing multiple use cases across support organizations,” said Ajay Tyagi, EVP at CSS Corp.

CSS Corp brings domain expertise and market reach that will enable SupportLogic to more quickly expand its global presence and help even more organizations to transform their support experience from reactive, “break/fix” models to more proactive and intelligent offerings for every customer,” said John Kelly, Chief Revenue Officer at SupportLogic. “We are thrilled about the potential this partnership brings to the table to drive growth for both SupportLogic and CSS Corp.”

“Aligning with a global CX leader like CSS Corp not only helps SupportLogic increase our footprint in new markets, but it also helps CSS Corp strengthen their trusted advisor status among the many support organizations that for years, have relied on them for digital transformation projects.  When innovators like CSS Corp and SupportLogic go to market together, it has a ripple effect.  It brings much needed attention to, and resolution of, a pervasive problem that has plagued customer support teams for decades; that customer support today is widely reactive.  We are extremely excited to announce this strategic partnership and look forward to our road ahead,” said Dave Feliu, Director of Global Channels and Alliances at SupportLogic.

This partnership will leverage both companies’ resources, technologies, expertise, and market presence, including technical collaboration to develop next-gen value propositions for customers.  This move is part of CSS Corp’s global strategy to use innovative solutions to influence business outcomes for customers.

About SupportLogic

SupportLogic delivers the world’s first support experience (SX) platform that enables companies to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value. SupportLogic SX uses AI to extract and analyze customer sentiment signals from both structured and unstructured data and provides recommendations and collaborative workflows. SupportLogic is helping global enterprises like Databricks, Qlik, Nutanix, Rubrik, and Snowflake to prevent customer escalations, reduce churn and elevate the customer support experience. To learn more, visit supportlogic.com.

CSS Corp Wins Gold Stevie® Award for Outsourcing Service Provider of the Year 2022

Bangalore, India 08 March 2022 –  CSS Corp, a global customer experience and technology services provider, today announced that it has won the Gold Stevie Award in the ‘Contact Center or Customer Service Outsourcing Provider of the Year 2022’ category at the 16th Annual Stevie® Awards for Sales & Customer Service. This award recognizes CSS Corp as the premier outsourcing services provider in delivering unique value propositions to customers with specific capability around leveraging innovative technology and unique business models to transform contact centers into value centers. The award winners will be recognized during a virtual awards ceremony on May 11.

CSS Corp has been investing heavily in building comprehensive solutions that fuse intelligence across its operations. The company’s flagship cloud-based intelligent customer experience (CX) transformation platform, CSS EDISON®, is an award-winning platform that accelerates digitalization of end-to-end CX and technology support ecosystems to drive superior customer and employee experiences. Customers of CSS Corp have been realizing tangible outcomes through its unique outcome-based models, which have helped them in their digital transformation journey.

Sunil Mittal, CEO, CSS Corp, said, “Businesses expect service providers to help them simplify their CX operations and bring in a level of predictability. This is only possible by synergistically bringing together smart technology, proactive delivery, a customer-obsessed culture and flexible business models that drive business outcomes. This award is yet another testament to our unique capabilities underlining customer centricity, deep tech expertise, and our spirit of co-innovation with customers, to deliver service excellence and customer delight at scale.”

“The nominations we received for the 2022 competition illustrate that customer service and business development organizations worldwide have continued to innovate, thrive, and meet customer expectations during the COVID-19 pandemic,” said Stevie Awards president Maggie Gallagher Miller.  

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 51 nations, were considered in this year’s competition. Winners were determined by the average scores of more than 150 professionals worldwide on eight specialized judging committees.

CSS Corp Acquires San Francisco-based Directly’s OnDemand Business

Clients to benefit from the synergy of OnDemand’s GigCX model, along with CSS Corp’s full-time associates and CSS Edison® technology platform

San Jose, US—March 17, 2022

CSS Corp, a global customer experience and technology services provider, today announced acquiring Directly’s OnDemand business unit, including its next-gen GigCX services platform. OnDemand offers fast and empathetic technical support and customer service for the world’s leading brands, with patented technology and a global network of product and technical experts in a flexible freelance model. Some key customers of the platform include Microsoft, LinkedIn, Airbnb, and Autodesk.

The OnDemand platform is powered by multilingual capabilities, new-age technologies, and a flexible network of freelance product experts across over 60 countries. These gig experts are either alpha-users familiar with the system they are assisting with, or domain experts with the necessary credentials to provide an elevated, yet more intimate level of support. The platform seamlessly integrates into the existing contact center technology stack, CRM platforms, messaging applications, and recording support, like Microsoft Dynamics, Zendesk, Oracle, Salesforce, to name a few.

The acquisition of OnDemand adds a strategic technology-enabled services platform to CSS Corp’s portfolio. The company now is able to integrate GigCX seamlessly with agent-based models, recruit global talent as employees or freelancers, and integrate it with digital solutions powered by CSS Edison®, a digital CX transformation platform. The company also sees immense potential to expand OnDemand’s reach into incremental and niche skills for digital technologies, AI/ML training and aggregation, and intelligence services.

Sunil Mittal, CEO, CSS Corp, said, “This acquisition significantly strengthens our service offerings as we solidify our strategy. Modern customers have high expectations and expect precise resolutions to their problems along with proactive service, personalized interactions, and connected experiences across digital channels. The Directly OnDemand platform leverages a unique and proven approach to achieving customer outcomes and offering world-class experience through gig experts spread across the globe. With our deep, technology-led operations and expertise, infused with OnDemand’s global gig expert capabilities, we are well-positioned to leverage the knowledge economy and offer unique and scalable operations to our clients. We look forward with excitement to welcoming the OnDemand team into the CSS Corp family.”

Mike de la Cruz, CEO, Directly, said, The global workforce has shifted from fixed to fluid models, and there is no turning back. With the addition of OnDemand, CSS Corp is at the forefront of this shift and will be able to help their clients thrive in the new world. The OnDemand service is in safe hands and is now backed by full-time associates, consulting services, and the CSS Edison technology platform. Directly, the company, now focuses on its next act: to invest in Directly Darwin and reinvent customer experience automation.”

CSS Corp has been growing at over 25% for the last couple of years, on the back of strong delivery capabilities, resilient operations, and innovative business engagement models. In February 2021, Capital Square Partners, a Singapore-based Private Equity Fund Manager, acquired a controlling stake in CSS Corp, followed by investments from Morgan Stanley Private Credit and Onex Falcon. These transactions have enabled CSS Corp to continue its industry-leading organic growth and expand its capabilities and geographical footprint through strategic alternatives.

 

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CSS Corp Named a Leader in NelsonHall Customer Experience (CX) Operations Transformation 2022 NEAT Assessment

Bangalore, INDIA —March 23, 2022

CSS Corp, a global customer experience and technology services provider, today announced that it has been recognized as a ‘Leader’ in NelsonHall’s Evaluation & Assessment Tool (NEAT) report for Customer Experience (CX) Operations Transformation 2022. The company has been positioned as a Leader in 2 quadrants, namely, Overall capability and Cost Optimization capability. The report analyzed and evaluated the performance of 14 leading service providers, against a two-axis dynamic metric on their ‘ability to deliver immediate benefit’ and their ‘ability to meet client future requirements’.

NelsonHall’s report recognizes CSS Corp’s ability to deliver compelling value propositions to its CX services clients. It highlights the company’s deep analytics capabilities, strong growth in segments like security, mobility and cloud-based CCaaS services, and its investments in developing strong IP and use cases such as the cloud based modular CX transformation suite – CSS Edison®. The company combines its technical innovation with strategic delivery excellence to drive successful business outcomes in CX operations for its global clients across industries. Its digitally-infused operations have allowed the company to stay nimble and adapt itself to the fast-evolving industry landscape, thus making it a distinguished player.

Sunil Mittal, CEO, CSS Corp, said, “Being named a ‘Leader’ by NelsonHall in such an important report is a proud moment for us. This recognition underlines our capabilities to deliver technology-led scalable CX operations, co-innovate with our customers and help them achieve their business goals. With our recent acquisition of Directly OnDemand, a GigCX services platform, we now have access to thousands of global gig experts and patented technology that enables us to offer scalable gig or hybrid technical support and customer service operations. Furthermore, if we fuse our proprietary CX transformation platform CSS Edison® into the mix, the value proposition becomes more unique and differentiated. We are well-positioned to disrupt the CX landscape.”

Ivan Kotzev, Lead CX Analyst, NelsonHall, said, The rapid shift to digital CX places a premium on the effective integration between human and machine support. CSS Corp’s investments in its CX transformation suite CSS EDISON® with capabilities for smart routing, cloud migration, and omnichannel enablement, as well as its outcome-based commercial models to support co-innovation, will help evolve to next-gen CX operations.”

To read more about CSS Corp’s positioning in the NEAT CX Transformations 2022, please click here.

NelsonHall is one of the leading global analyst firms that helps organizations streamline business processes, IT outsourcing and customer management services. The firm’s 2022 NEAT Assessment on CX Operations Transformation evaluated CX vendors based on their delivery capabilities, mechanisms in place to drive innovation, and level of investment in the service.

About CSS Corp
CSS Corp is a global customer experience and technology services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models. The company is a digital transformation partner of choice for its clients, which include the world’s top innovators across industries, from mid-market players to large enterprises. Its diverse team of over 11,200 customer-centric thinkers, collaborators, and co-creators across 20 global locations is passionate about helping clients succeed through intelligent automation-led outcomes. The company has overcome macroeconomic headwinds to become the industry’s fastest growing and most awarded company in its revenue range. To know more, please visit https://www.csscorp.com

Follow CSS Corp on LinkedInFacebook and Twitter.

About NelsonHall

NelsonHall is the leading global analyst firm dedicated to helping organizations understand the ‘art of the possible’ in digital operations transformation. With analysts in the U.S., U.K., and Continental Europe, NelsonHall provides buy-side organizations with detailed, critical information on markets and vendors (including NEAT assessments) that helps them make fast and highly informed sourcing decisions. And for vendors, NelsonHall provides deep knowledge of market dynamics and user requirements to help them hone their go-to-market strategies. NelsonHall’s research is based on rigorous, primary research, and is widely respected for the quality, depth, and insight of its analysis.

 

 

 

CSS Corp Appoints ex-Mindtree leader Anish Philip as Chief People Officer to Support Continued Growth

Bangalore, INDIA —April 25, 2022

CSS Corp,

a global customer experience and technology services provider, today announced the appointment of Anish Philip as Chief People Officer. Anish will lead multifaceted HR departments across geos, and the company’s senior management talent initiatives to provide strategic leadership to the company’s ‘people’ agenda. He will also serve as an integral part of CSS Corp’s executive leadership team, influencing the organization’s path to sustainable growth and expansion, and strong employee focus.

Anish brings over 25 years of HR experience at top technology, IT, and consulting organizations. He was associated with Mindtree for over 19 years, where he played various leadership roles and was part of the senior management team. He was an inherent contributor to the company’s growth to a billion-dollar organization and was instrumental in directing and supporting major transformation initiatives and change management programs. In his last role, Anish was the Chief Human Resources Officer at Marlabs, and also worked at EY’s consulting practice earlier. Additionally, he served in the Executive Council of the Bangalore Chapter of the National Human Resource Network (NHRD).

“In the last few years, we have been known for innovation and disruption in the CX and IT services landscape as we have been delivering breakthrough value propositions to customers,” said Sunil Mittal, CEO at CSS Corp. Our people are central to our success and growth. We couldn’t be happier to have Anish, who has a proven track record in building world-class people-management programs, nurturing talent, and creating enthusiastic workforces for global organizations. He is an inspiring, seasoned leader who will build upon and drive the employee-experience transformation agenda at CSS Corp. With Anish onboard, we look forward to strengthening our unique culture and organizational values underlining diversity, equity and inclusion, and promoting a positive workplace environment.”

On his appointment, Anish Philip, Chief People Officer, said, “I am excited to be part of an organization that is high on values and ethics. CSS Corp is disrupting the market with new-age technologies and unique business models, leading to remarkable growth despite market uncertainties. I am passionate about people and the role they play in growing successful businesses. I look forward to strengthening the people function at CSS Corp and set up the organization for greater success ahead.

CSS Corp crossed the milestone of 10,000 employees in August 2021. The number subsequently has now crossed 11,200. The company is well-positioned to sustain the growth momentum in the coming years.

About CSS Corp
CSS Corp is a global customer experience and technology services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models. The company is a digital transformation partner of choice for its clients, which include the world’s top innovators across industries, from mid-market players to large enterprises. Its diverse team of over 11,200 customer-centric thinkers, collaborators, and co-creators across 20 global locations is passionate about helping clients succeed through intelligent automation-led outcomes. The company has overcome macroeconomic headwinds to become the industry’s fastest growing and most awarded company in its revenue range. To know more, please visit https://www.csscorp.com

Follow CSS Corp on LinkedInFacebook and Twitter.

 

 

 

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