IT firm CSS Corp has been recognised as a “strong performer” in The Forrester Wave: Customer Analytics Service Providers, Q3 2017. The report evaluates and rates the top customer analytics service providers globally on a 33-criteria scale. Brandon Purcell, Senior Analyst serving Customer Insights professionals at Forrester Research wrote in the report, “CSS Corp is strongest for customer support.
CSS Corp excels in delivering state-of-the-art customer support solutions to its clients. And since artificial intelligence is quickly transforming the world of customer support, CSS Corp is making considerable investments in AI. Its Innovation Lab, an internal team consisting of 50 designers, programmers, and AI and natural language processing (NLP) experts, is tasked with designing next-generation AI platforms for its clients. Yodaa, CSS Corp’s virtual assistant platform enabling voice and text interactions for customer service, is one of the lab’s most recent innovations.”
CSS Corp’s indigenous customer analytics platform, “Active Insights”, is an end-to-end solution with extensive data ingestion, analytics and reporting capabilities. The platform is powered with AI capabilities and advanced statistical models that drive customer lifecycle management to understand customers’ intent, issues and proactively hit the target with the right recommendations and remediation.
Active Insights platform connects to multiple data sources including structured, unstructured, semi-structured, social media and sensor data. It analyzes and predicts data in real-time, high velocity, low latency and batch processing modes. Active Insights offers intelligent insights about customer sentiments, buying behaviors and satisfaction scores that drive business success.
“We are delighted at being recognized as a “Strong Performer” in Customer Analytics Services by Forrester. At CSS Corp, AI and Analytics is at the heart of our business strategy. We are trying to break the stereotypes in services industry through adoption of new age digital technologies that are complementary in nature. Our customer analytics services act as a catalyst for growth by enabling companies across industries to transform from traditional business models to new age service models and helps them identify new revenue streams,” said Manish Tandon, Chief Executive Officer, CSS Corp.
“As businesses become more insights driven, it becomes imperative for analytics vendors to deliver real, measurable impact that makes a critical difference to clients’ businesses,” said Sunil Mittal – EVP, Chief Sales and Marketing Officer.
“We help companies simplify business processes, understand customer’s next best action and drive additional revenue. We provide insights into customer operations, propensities and issues resulting in enhanced experience and new business opportunities. I believe that this recognition by Forrester marks yet another milestone in our journey towards becoming the partner of choice for global organizations,” he added further.