CSS Corp - Best Use of Technology in Customer Service
Company: CSS Corp
Company Description: CSS Corp is a new age IT Services and Technology Support company that harnesses the power of AI, automation, analytics, cloud and digital to address customer needs. The company partners with leading enterprises to help realize their strategic business outcomes. Its team of 5,600 technology professionals across 16 global locations is passionate about helping customers differentiate and succeed.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - Computer Industries
Nomination Title: CSS Corp's CX Optima - Transforming End-to-end Customer Service Delivery with an Outcome-based Approach
CSS Corp takes apragmatic approach to digital transformation of customer service, which is why CX Optima, is designed to deliver value maximization with milestone-based programs. By strategically infusingtechnology interventions at all stages of the customer journey, it drives unprecedented service level consistencies.Since July 2019, the platform has delivered unmatched benefits to clients, including$18M+ worth of cumulative revenue impact,32% TCO saving, 27% higher productivity,andconsistently high CSAT (>9). Below are some top business outcomes generated for clients by CX Optima-
-Generated$1.2M revenue over 2 yearsfor a leading OTT streaming player with in-built intelligence and insights engine
-Cost to profit center transformation of support for a large networking client -turned $3 cost to $0.8 profit per incoming support callvia analytical upsell capabilities
-Enabled32% faster issue resolutionand7% improvement in NPS scoresfor a global telecom giant with an augmented reality-based field support module
CX Optima has enabled us to become themost reputed customer service provider, with40+ international award wins over the last 2 years (including 7 Stevies).Top analyst firms likeForrester, Gartner, Everest, HfS, and NelsonHallhave lauded the platform’s digitally enabled services as top-notch in the industry.
-Gold Stevie 2020for “Outsourcing Provider of the Year”
-2020 BIG Innovation Awardsfor our CX Optima Platform
-“Leader” inISG Provider Lens CX Services Report 2020 for AI and Analytics
-“Leader”across all 4 market segmentsinNelsonHall NEAT Assessment for CX services 2020
Contact centers today face unprecedented disruption due to rising customer expectations and the shift to virtual operations in the face of the pandemic. But customer support and technology services provider,CSS Corp, has stood strong using its proprietary technology platformCX Optimaandinnovative commercial models to emerge as one of the premier customer service outsourcing players.
Built on two decades of experience in managing complex support ecosystems for 160+ global organizations, ouraward-winning CX Optima Platformis a one-of-its-kind technology platform that transforms every customer service aspect from customer acquisition to support and retention. It is the only platform in the industry thatunites customer service's three essential pillars seamlessly with proven business outcomes: elevating customer experience, driving operational efficiency, and amplifying agent productivity. It is a modular platform that leverages cutting-edge technology, includingAI, cognitive RPA, analytics, and augmented reality,to deliver customized solutions for clients, and ensure tangible business benefits for them.
During the pandemic, CSS Corp emerged as the fastest-growing mid-sized services company with agrowth rate of 29%(against industry consensus of flat/ negative growth). We also grew headcount by 32% andwon 30+ transformative dealsjust in the last one year.
Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
CX Optima's depth of technology capability and breadth of customer service use cases delivered is unparalleled in the industry, driving immense ROI for clients' investments. While most companies focus on automating back-office tasks,we transform complex front-office processes with integrated AI, RPA, and augmented reality capabilities.
What is truly unique about CX Optima is that it guaranteesbusiness outcomesthrough ourprogressive value realization approach.It is the only technology platform in the industry offered in uniqueoutcome-based engagement models, unlike the traditional licensing models offered by most technology product companies where the ownership of outcomes lies with the customer. These are performance-based models, where we are paid or penalized purely on outcomes achieved like client acquisition and retention, and cost reduction. CX Optima is pre-trained across domain-specific scenarios to deliver from day one, and itcontinuously learns from the client environment and matures over time, thus guaranteeing multi-year value realization for clients.
For instance, an IP telephony company leveraged CX Optima ina managed services partnership modelandpaid purely on the number of monthly active subscribers acquired for them. This innovative approach enabled ajump of 21.6% in the client's active subscribers. Similarly, for a global data storage products company, the platform has delivereda 9% TCO reductionand committed$2.7M savingsover 3 years in aTCO-linked pricing model.
Thus, CX Optima is aone-of-its-kind technology platform in customer service thatdelivers industry-defining CX outcomesthrough innovative ‘skin-in-the-game’ commercial modelsunprecendented in the industry.