Company: Movate (formerly CSS Corp)
Company Description: 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 relentless focus on driving client outcomes. We have over 12,000 full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Contact Center or Customer Service Outsourcing Provider of the Year
 Nomination Title: Movate
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
Movate is one of the world’s leaders in contact centers and customer service outsourcing, especially in providing B2C and B2B support for the hi-tech industry. We have been the go-to partner for more than 150 international businesses in customer support for more than 27 years. Among them are 30 of the top 50 global telcos, 15 of the top 20 cybersecurity and networking companies, and 3 of the top 5 American retailers We have a presence across 5 continents and provide support through 20 delivery centers, 12,000+ employees and 25 international languages.
In the last 3 years, Movate has globally emerged as the most awarded contact center service provider of its size in the industry, with over 100+ international awards, including ten Stevies. Our contact center operations have been recognized by top analyst firms like Gartner, Forrester, Everest, HFS, ISG and NelsonHall as being among the best in the industry.
We believe our unique combination of resilient operations, cutting-edge business interaction methods, and industry-leading proprietary solutions is revolutionizing the market. While contact center services are offered by a number of multinational corporations, Movate has radically changed the market by offering business transformation, which very few companies worldwide can match.
- Outline the organization's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 247 words used.
- Launch of Movate Athena, Gen AI platform: It is designed to drive business growth by improving efficiency, quality, and human experiences. It empowers enterprises to leverage the best of generative AI in a consumption/outcome-based model ensuring guaranteed business results. For a leading American data storage company, we amplified CSAT scores by 10-15%, shifted 50% of voice interactions to digital - yielding a 26% cost reduction in CX operations. It also helps push a 36% surge in customer acquisition and 16% dip in churn.
- Transforming Contact Centers: We were one of the first service providers to invest in cutting-edge digital technologies to transform the contact center from an effort-led to an intelligence-led ecosystem. [REDACTED FOR PUBLICATION] Within the last 2 years, [REDACTED FOR PUBLICATION]a significant number of our technical support engagements have been on-boarded on Movate Edison, and we’ve delivered transformative outcomes like up to 29% improvement in NPS, over 17% improvement in customer lifetime value, over 23% reduction in average case handling time, and up to 42% lower cost per case.
- Growth:
- Over the past year, Movate has strategically expanded its footprint by launching new delivery centers in Colombia, Costa Rica, Mauritius, and India.
- Movate has also doubled its workforce, acquired companies like Directly OnDemand and TSD Global, and expanded its operations globally to meet customers’ growing business demands.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 240 words used.
The outlined accomplishments highlight Movate's adaptability in the tech landscape. Our enduring legacy of innovation sets the stage for our current strides.
- Distinctive Market Position – While many navigate GenAI complexities, Movate Athena, backed by partners like Microsoft OpenAI, leads the charge. In pilot with 25 top brands, it's already showing promise, with a notable client seeing 30% process optimization and a 20% jump in resolution speed. Movate Athena isn’t merely evolving; it's defining the industry standard.
- Leading Through Transformation– Echoing our past achievements, especially the success of the Movate Edison platform, it's evident that our narrative has consistently been one of leadership. While many BPO services companies are hesitant to provide outcome-based models, Movate has emerged as a business transformation partner with a skin-in-the-game approach. In many of our engagements, we leverage differentiated engagement models that are tied to clients’ business outcomes.
- Unwavering Client Trust and Global Accolades– Boasting 100% client reference-ability, 28% of our clients have partnered with us for over a decade. Impressively, [REDACTED FOR PUBLICATION] over 100+ reputed international awards and 300+ Analyst recognitions amidst industry giants set us apart.
To summarize, our journey, represented by recent feats like the launch of Movate Athena, global expansion, acquisition of TSD Global and the accolades of our contact centers, underscores our unique position in the industry. With our blend of strategy and execution, we're not just following the trends; we're crafting them.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 236 words used.
We have provided several attachments that serve as tangible evidence of Movate's achievements and capabilities:
- Movate Athena Launch: The dedicated website highlights Movate Athena's transformative features, including improved CSAT scores, cost reductions in CX operations, and enhanced customer acquisition and retention.
- TSD Global Acquisition Announcement: The announcement communicates the strategic importance of Movate's acquisition of TSD Global, highlighting how it enhances service offerings and supports the global client base.
- Delivery Centers Expansion Announcement & Videos: These links provide insights into Movate's growth and expansion efforts, specifically focusing on the establishment of new delivery centers in China, Colombia, Costa Rica, Mauritius, and India. It includes data on the addition of talents and the strategic significance of these expansions.
- Movate’s Propriety Platforms: We have 5 propriety platforms that includes Edison, a CX transformation platform, OnDemand, a gig CX ecosystem, Contelli, an AIOps platform, Insights, a platform with patented intent analytics; and our latest breakthrough Movate Athena, our GenAI platform. There are supporting links and case studies that detail the functionalities and success stories of Directly OnDemand, Movate Edison and Movate Contelli, showcasing their role in transforming contact centers into intelligence-led ecosystems. It includes statistics on improvements in NPS, customer lifetime value, average case handling time, and cost per case.
Awards Compilation and Analyst Recognitions: This document compiles client testimonials and a list of awards received by Movate, demonstrating unwavering client trust and global recognition by prestigious analyst firms.
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