Supercharge your CX & be future-ready
- Ranked 6 globally in Digital Associates services
- Ranked 5 in Voice of Customer category
MARKET OUTLOOK
AI & cognitive technologies are transforming enterprises
375 Million
or roughly 14% of the global workforce may need to switch occupational categories such as digitization and automation by 2030 as advances in artificial intelligence disrupt the world of work
$79.2 Billion
is the doubling of spending on AI systems in 2022 according to Worldwide Semi-annual Artificial Intelligence Systems Spending Guide
50%
is the increase in contribution of software robots, or digital workers, to the global workforce by 2021 as human-machine collaboration becomes mainstream
$1.1 Trillion
is the boost to global business revenue by the end of 2021 through AI associated with CRM activities.
70%
of organizations will assist their employees’ productivity by integrating AI in the workplace by 2021.
38%
is compound annual growth rate (CAGR) over the 2018-2022 forecast period.
Gaining new capabilities and competitive edge tops the to-do list of enterprises
- CSAT (Transforming CX) + EX (Augmenting enterprise workforce) = Customer & employee churn
- Eciencies + Streamlining enterprise operations = TCO
- Customer & employee churn + TCO = $ + Business outcomes + OPEX
Challenges that enterprises face in embracing digital transformation
5 top
- Legacy business model
- Lack of clear vision of customer journey
- Ineective leveraging of customer data
- Inflexible technology stack & development processes
- Talent-skill gap
TO OVERCOME & GET AHEAD, ENTERPRISES NEED AN
ADVANCED BEHIND A UNIFIED ENTERPRISE FRAMEWORK COGNITIVE POWER
People need to start thinking in new ways – not just about today’s problems at hand – but also about responding to future disruptive events in a way that uses important technological tools like digital associates in effective ways
Melissa O’Brien, Emily Coates, Phil Fersht
April 12, 2020, www.horsesforsources.com
Digital associates step up to the challenge by going beyond conversational services
Advanced conversational tools in the enterprise are actually ‘digital associates’ that work for and with people to create better experiences across their stakeholder ecosystems
- Business outcome focussed
- Enterprise process execution
- Epicentre of integrated automation
The coming-of-age story of Movate’s digital associates
- 2016, March 2017: FAQ bots Automation of tasks, remediation, self-help and call deflection to KB
- Jan 2018: Cognitive assistants Omnichannel virtual assistants and employee co-pilots with conversational AI
- May 2019: Augmented systems Self-healing and self-optimization; remote support with AR/VR
- 2020 & Onwards: Enterprise associates Advanced digital associates integrated with enterprise systems to drive business outcomes
All-encompassing digital associates for enterprise functions & business goals
1. Digital associate service oerings
- Digital associates for CX
- Digital associates for IT & infrastructure operations
- Digital associates for enterprise functions
- Digital associates for BPM
- Digital associates for workplace enablement
- Industry specific digital associates
2. Served through dierentiated engagement models
- Outcome-based
- TCO-linked pricing
- Managed services partnership
- Gain-sharing
3. Across channels
- Voice
- Chat
- Augmented reality
- SMS
- Web
- In-Person
- Video
- Social media
- Support app
- Messenger
- Remote login
- e-commerce
4. Across industries
- Automotive
- Telecom
- Technology
- Media & entertainment
- Retail & CPG
- e-commerce
- Banking
Some enterprise outcomes through Movate ‘s digital associates in the industry
Integrated service management & support ecosystem
- A large networking company witnessed 36% reduction in operational expenses through Movate’s digital associates
Digital transformation initiative
- A global data storage solutions provider realized 9% TCO reduction through Movate’s digital associates.
Partner with a leader who can pave the path to adoption
- Ranked 6 globally in Digital Associates services
- Ranked 5 in Voice of Customer category
Movate (previously CSS Corp) has significantly and steadily improved its capabilities for greater conversational sophistication and to drive business outcomes for clients across a wider range of services capabilities. The firm showcased some dierentiated use cases featuring emerging technology, particularly for its capabilities with incorporating augmented and virtual reality. This combined with strong ratings from reference clients landed Movate at #5 rank for Voice of the Customer and #6 overall in our ranking.”
Melissa O’Brien
Research Vice President, HFS Research
Recent awards and industry recognitions
Recognized as “Most Admired IT Company ofthe Year” at the Golden Globe TigerAwards 2022
-June 2022
Won a Platinum award in the “Best Workplace ofthe Year” category at the 2022 TITAN Business Awards
-May 2022
Won Gold Stevie for “Best Management Team in IT Services” at the American Business Awards 2022
-May 2022
Won Gold Stevie for Contact Center or Customer Service Outsourcing Provider ofthe Year 2022” for Sales and Customer Service
-March 2022
Platinum winners in “Best Innovation in Customer Service” category at the 2021 TITAN Business Awards
-November 2021
Recognized as the “Best Outsourcing Provider ofthe Year 2021” by ICMI
-September 2021
Transition to a smart cloud ecosystem & orchestrate seamless customer journeys
Additional Information
- VIDEO – Watch Movate’s AR supportin action
- BLOG – Movate’s KYRA transforms tech support
- INFOGRAPHIC – Build operational resilience for thriving in the new normal
- ARTICLE – Digital associates have arrived in their shining armor
- INFOGRAPHIC – Embrace intelligent cloud to optimize infrastructure & drive biz results
ABOUT MOVATE :
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growthoriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.
For more information, please send a mail to info@csscorp.com or visit www.movate.com