CSS Corp, a leading IT services and technology support company on 11 July announced that it has been recognised as a 'Leader' by the global research and advisory firm NelsonHall, in its latest NEAT report for Multi-Channel Customer Management Services (CMS).
CSS Corp's multi-channel platform solution aims at providing a single view to all customer interactions and conversations. The platform promotes convergence of traditional and digital channels in the context of the customer journey, resulting in new revenue opportunities. It empowers customers to start an activity in one channel and transition seamlessly to another.
Key Highlights of the NEAT Report:
CSS Corp has been featured as a 'Leader' in all four categories:
•Overall Multi-Channel Customer Management Services (CMS)
•CX Improvement focus
•Increased revenue focus
•Self-service enablement focus
CSS Corp Multi-Channel solution includes:
•Proprietary CMS platforms and frameworks encompassing AI, Analytics and Automation capabilities
•Experience in NLP and text analytics to deliver automation of text based channels
•Experience in automation and machine learning to enable next-best-action tools for multichannel delivery
"CSS Corp's suite of proprietary multichannel platforms and their transformational approach to support, combine to address the growing requirements of customers for convenient, proactive, and personal, but above all, digital customer experience," said Ivan Kotzev, Senior Industry Analyst, NelsonHall.
CSS Corp recently unveiled its AI solution 'Yodaa', where human intelligence and machine intelligence converge to provide a sophisticated, automated customer engagement solution. Yodaa integrates with all customer channels like voice, email, chat and website, offers predictive intelligence, automated queuing, routing and channel allocation.
Yodaa has garnered rave reviews from leading media houses and the analyst community for its novel usage of AI in simplifying customer engagements.
"Omni-channel customer engagement is the new frontier for personalised customer experience. NelsonHall's recognition of CSS Corp as a 'Leader' further validates the remarkable Omni-channel solution that we have built for our clients to improve customer stickiness and grow wallet share through analytics. CSS Corp's recent investments in Yodaa, an AI based Voice Interface solution will further augment our efforts to streamline customer journey mapping and fuel sustainable growth," said Manish Tandon, Chief Executive Officer, CSS Corp.