The evolving customer landscape and a pandemic-induced digital disruptor have forced contact centers to change overnight. Agents, CX, and technologies have undergone radical shifts in short turnaround times without any playbook to navigate the calamitous times. Let’s juxtapose this backdrop beside CSS Corp’s (Now known as Movate) transformational capabilities.
ISG’s briefing report: “CSS Corp Leverages AI to Redefine Customer Experience,” released in March 2021 highlights CSS Corp’s Contact Center capabilities. This report comes close on the heels of the ISG Provider Lens™ report on “Contact Center – Customer Experience Services,” published in September 2020. Both these reports are a resounding affirmation of CSS Corp as a leader in AI & analytics. The latest one talks about highly differentiated approaches and solutions that design the Next Best eXperience (NBX).
The report highlights how CSS Corp is challenging the status quo through digital disruptor technology-led approaches and commercial models. In a market teeming with service providers alongside conglomerates who have extensive operational scale, CSS Corp has carved a niche for itself and brings differentiated offerings to clients. Successful use cases involving AI and analytics services that transform business outcomes and redefine CX testify to its leadership in this arena.
Solutions and metrics such as CSAT, NPS, Customer Effort Score (CES) consider long-term goals such as loyalty and efficiency scores, customer lifetime value, and retention.