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Gartner's latest analysis on Customer Management BPO has listed CSS Corp. as among the challengers in the mid-size service providers category.

CSS has been recognized as a challenger in the product and technical support services category by Gartner in their latest report Competitive Landscape: Customer Management BPO, 2014 - Making a Difference with Size and Scale in Multichannel, Analytics and Automation. CSS is listed among the mid-size service providers with revenues of less than $500 million for CM BPO.

The Report, Gartner Competitive Landscape: the Customer Management BPO, 2014 - Making a Difference with Size and Scale in Multichannel, Analytics and Automation, analyzes the strategies and market positions of customer management BPO service providers who are looking to differentiate themselves through service offerings, quality, market reach and technology capabilities.

T. J. Singh, Vice-President at Gartner Research, notes that some of the "key market trends that will have an impact on service providers and the competitive landscape are, Growth in multichannel, cloud (business process as a service [BPaaS]), analytics and automated services, the proliferation of Web- and mobile-based technologies and services, increasing numbers of mobile devices and richer content and interaction on such devices is driving demand for CM BPO in the matured markets and more so in emerging markets."

T. G. Ramesh, CEO, CSS Corp., said, "We are pleased to be named as a challenger in the Gartner CM BPO competitive landscape 2014 report. I am truly excited because I feel this recognition is a re-enforcement of our market standing as a premier tech support company, globally. We are in aggressive pursuit of a robust growth strategy, backed by multichannel customer management, technology innovation and an IP-based global delivery model."

The report also stated that several midsize and large CM BPO providers are rapidly expanding their services portfolio and geographical reach, either expanding existing offshore, near shore and onshore (including WAH) facilities, or investing in new delivery locations and sales capacity in these new locations. It evaluates top 10 Customer Management (CM) BPO service providers based on their revenue, and sees many of the small and midsize providers as serious competitors to the top  10 CM BPO service providers, especially  with regard to "competitive bids and innovative service offerings". It also reiterates the fact that “most of these service providers have significant technology and global delivery assets, industry knowledge and process skills”.

 

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