CSS Corp, a global provider of technology and customer experience services, announced the acquisition of Directly’s OnDemand business unit, including its next-generation GigCX services platform. OnDemand delivers fast, compassionate technical support and customer service for the world’s leading brands, with patented technology and a global network of product and technical experts in a flexible, independent model.
Some key platform customers include Microsoft, LinkedIn, Airbnb, and Autodesk.
The OnDemand platform is powered by multilingual capabilities, new era technologies and a flexible network of independent product experts in over 60 countries. These experts are either alpha users familiar with the system they are supporting, or domain experts with the credentials to provide a high, but more intimate level of support. The platform seamlessly integrates into existing contact center technology stack, CRM platforms, messaging applications and record support, such as Microsoft Dynamics, Zendesk, Oracle, Salesforce, to to name a few.
Acquisition of OnDemand adds a strategic technology services platform to CSS Corp‘s portfolio. The company is now able to seamlessly integrate GigCX with agent-based models, recruit global talent as employees or freelancers, and integrate them into digital solutions powered by CSS Edison®, a platform of CX digital transformation. The company also sees immense potential to expand OnDemand’s reach into incremental and niche skills for digital technologies, AI/ML training and aggregation, and intelligence services.
Sunil Mittal, CEO of CSS Corp, said, “This acquisition significantly strengthens our service offerings as we solidify our strategy. Modern customers have high expectations and expect accurate resolutions to their issues, as well as proactive service, personalized interactions, and connected experiences across digital channels. The Directly OnDemand platform leverages a unique, proven approach to delivering results for customers and delivering a world-class experience through live gig experts located around the world. With our deep, technology-driven operations and expertise, infused with the capabilities of OnDemand’s global gig experts, we are well positioned to leverage the knowledge economy and deliver unique and scalable operations to our clients. We look forward to welcoming the OnDemand team to the CSS Corp family.
Mike de la Cruz, CEO of Directly, said, “The global workforce has moved from fixed patterns to fluid patterns, and there is no turning back. With the addition of OnDemand, CSS Corp is at the forefront of this change and will be able to help its customers thrive in the new world. The OnDemand service is in safe hands and is now supported by full-time associates, consulting services and the CSS Edison technology platform. Directly, the company is now focused on its next act: investing in Directly Darwin and reinventing customer experience automation. »
CSS Corp has grown more than 25% over the past two years, driven by strong delivery capabilities, resilient operations and innovative business engagement models. In February 2021, Capital Square Partners, a Singapore-based private equity fund manager, acquired a majority stake in CSS Corp, followed by investments from Morgan Stanley Private Credit and Onex Falcon. These transactions allowed CSS Corp to continue its industry-leading organic growth and expand its capabilities and geographic footprint through strategic alternatives.
About CSS Corp
CSS Corp is a global, industry-disrupting provider of customer experience services and technology with a unique intersection of industry-leading proprietary solutions, resilient operations and innovative business engagement models. The company is a digital transformation partner of choice for its customers, who include the world’s top innovators across all industries, from mid-market players to large enterprises. Its diverse team of more than 11,200 customer-centric thinkers, collaborators and co-creators across 20 locations worldwide are passionate about helping customers succeed through intelligent, automation-driven results. The company overcame macroeconomic headwinds to become the industry’s fastest growing and most award-winning company in its revenue range.
To learn more, please visit https://www.csscorp.com
Based in San Francisco and wherever our people want to live, Directly is reinventing customer support automation. Directly has provided millions and millions of amazing customer support experiences for companies like Microsoft, Airbnb, and Samsung. Directly creates Darwin, a support automation platform that uses artificial intelligence to better understand customers and improve support operations. Directly is backed by M12 Ventures, True Ventures, Costanoa Ventures, Industry Ventures, Triangle Peak Partners and Microsoft’s Northgate Capital.