April 04, 2019 -Even in today’s digital age, the outlook appears bright for contact centers as more and more interactions are happening between consumers and companies on several digital mediums. The emergence of chatbots and automated messaging have already changed the face of contact centers and are emerging as vital links between businesses and consumers. However, as computers cannot eradicate the jobs of humans, contact center personnel are leveraging insights from AI powered chatbots to answer the queries of consumers.
A few years ago, AI was leveraged in contact centers for automating routine tasks or handling FAQs that can allow agents to focus on high level requests. However, now AI embedded with “agent assist” and “virtual agent” work alongside call center agents to comprehend customer issues and can prepare responses accordingly. Powered by NLP and IVR technology, AI listens and examines the need of consumers across multiple channels including chat, email, SMS and the phone; suggesting the most pertinent response to the concerned agents.
To help CIOs maneuver in the right direction while implementing contact center services, a distinguished panel of CEOs, CIOs, VCs, and analysts along with the CIO Applications’ editorial board has selected the leading contact center service providers. The companies featured in this edition demonstrate an ability to develop innovative technologies combined with outstanding customer service.
We present to you “Top 10 Contact Center Consulting/Services Companies - 2019.”
Everise: The Path to a Global Experience Company
A contact center’s success depends on its agents’ ability to maneuver then numerous ways today’s ever-evolving customers reach out for help while ensuring a top-tier service experience. An optimized service experience bundled with uninterrupted communication across multiple channels is what truly improves customer satisfaction and their lifetime value. Turns out, monitoring and switching communication across a multitude of channels is quite a hassle for the contact center agents, and usually results in customers teetering over the low-satisfaction zone. What the contact centers now need is a way for its agents to tag in new channels or customer data and move seamlessly through customer interactions without affecting brand value. Omnichannel customer service is an answer to eliminating this hurdle.
With omnichannel customer service, a contact center can effortlessly seep through numerous connected channels to share information at any given time, all from a single queue! The growing trend of artificial intelligence (AI) integrated with omnichannel service empowers the customers to procure the information they need, when they need it, without picking up the phone. Governed by a mission to create vibrant user communities with effective communication between contact centers and their customers is Singapore-based Everise. With over two decades of presence in the outsourcing industry, Everise—a transformative experience company—fuses both human and digital workforces to assist global enterprises in revamping their customer experience delivery.
In an interview with CIO Applications, Sudhir Agarwal, Global CEO of Everise, shares his insights into the company, the value proposition and the innovative contact center solutions the company brings to the table.
Could you give us a brief overview of Everise as a company?
Everise is the only Asia-based global experience company, able to deliver over 500,000 daily experiences in 20 languages with 12,000 digitally enabled agents.
With deep roots in the outsourcing industry, and over two decades of experience, Everise was established in 2016, with a vision to redefine the Business Process Outsourcing (BPO) industry by seeking out and acquiring innovative companies who were able to show how they were delivering transformational customer experiences to their clients. In the span of only 2 and ½ years, we’ve acquired three best-in-class companies, C3, Hyperlab and Trusource Labs, as well as started a Joint Venture with Korean BPO giant, UBase in Malaysia, and secured a global partnership with Microsoft. As we’ve grown, our secret sauce has been our ability to acquire and integrate with the right partners and become one of the best digitally enabled companies.
In today’s experience-led economy, people don’t buy products, they buy experiences. When disruption is the norm, the businesses who put their customers first, are the ones who rise above it. At the outset, we focused on bringing together the best people and technology to build an augmented workforce that is able to offer our visionary clients the transformative services they need to continue growing.
How does Everise go about deploying its solution to its clients?
Everise is a flexible organization that is extremely agile in the way it engages its clients. This is supported by specialization in key verticals, such healthcare, transportation, media & communication, consumer products & technology. This allows our client service teams to build deep relationships with our clients, and really care for their business, as opposed to following the traditional deployment method.
At Everise, our goal is to go to market as a single offer our clients with a completely disruptive business model that is a win-win for both our customers and ourselves. We find strength in integrating our diverse service offering across the group. Between C3, Trusource Labs, Hyperlab & Globee, we can offer omnichannel CX, high-end support, content moderation and fraud detection, enterprise AI and NLU, as well as product incubation and systematic insights. Together, we offer services that no other BPO can, while supporting the modern enterprises’ greatest needs.
As shifts in the labor market continue to occur, we leverage our technology partnerships to deploy complex programs in a home environment, across the US. Upon onboarding a client, we grant them access to a business intelligence dashboard, enabling them to witness their results in real-time.
Could you share a client success story with us?
One of our clients, the world’s largest global logistics & transportation brands, had basic customer services handled by C3. Within the first 12 months of acquiring C3, we successfully deployed a 24/7/365 support program, by expanding support service through our Guatemala and Philippines operations.
In another example with the same client, we ran a pilot to automate a significant number of calls with robotic process automation (RPA), and serviced their emails, which resulted in a 50 percent reduction in volumes. We also run pilots on ourselves. Upon acquiring Hyperlab, we sought to improve how we onboarded candidates through an Intelligent Employee Assistant. After researching the best approach, Ana was launched with a machine learned engagement program, which has improved fulfillment rates from 80-99 percent.
Are there any recentmilestones you wish to highlight?
Over the last 18 months, we were able to seamlessly transform ourselves from a pure customer service company to an end-to-end experience company. This has been validated by the numerous awards we’ve won in the market, from Best CX Platform, to Top AI Company in APAC, to We are now powering customer experiences for Fortune 500 companies and the world’s most loved Unicorns. Last year we had 20 percent growth, and we believe this year has much in store for us.
What does the future hold for the company?
As it stands, our delivery centers at Guatemala, Malaysia, and the Philippines keep us well positioned from a geographic point of view. We will continue to expand within our current locations, while focusing on what has made us successful. Hyperlabs product development, along with our partnership with Microsoft will soon bear fruit, delivering robust AI solutions, solving key pain points for large enterprise.