Singapore-based Everise announces today that it has grown to be an almost $300M global experience company, since its inception only three years ago, with over 12,000 Artificial Intelligence (AI)-powered employees powering over half a million customer service interactions on a daily basis. This growth follows a series of acquisitions and partnerships, including a global partnership with Microsoft, acquisitions of Malaysia-based Hyperlab and US-based Trusource Labs, as well as a joint venture with Korean BPO giant, UBASE in Malaysia. This growth over the past three years positions Everise well to reach its goal of becoming a $500M global experience company by 2022 and to expand into additional Asian markets in the next few years.
Formed in 2016, Everise set out to redefine the Business Process Outsourcing (BPO) industry by partnering with and acquiring innovative companies who, when combined together, could provide an omni-channel customer service solution that targets voice, video and text interactions, and delivers an unprecedented intelligent, customer-centric experience by leveraging the power of AI. Today, 12,000 AI-augmented employees now work with Everise speaking 10 languages across 17 centres around the world, including Singapore, the Philippines, Malaysia, Guatemala, USA and Ireland.
“Early on we saw the challenges that the BPO industry would face thanks to the changing nature of customers’ relationship to brands,” says Sudhir Agarwal, CEO of Everise, adding “the explosion of different means of communication from text and instant messaging to chatbots, social media and e-mail among others has made customer service more complex. Customer expectations are rising as has the consequences of sub-standard service thanks to social media. This has all contributed to a growth in the amount of data and information a customer service employee has to deal with, and the international nature of commerce today means they are required to provide multilingual services, 24 hours a day.”
“Everise have implemented technologies that allow service employees to easily communicate with customers across multiple channels, in multiple languages, and leverage Artificial Intelligence (AI) to draw information from different sources and present to the employee in an easy to understand — and actionable — fashion. Furthermore, automation technologies have reduced the amount of repetitive, rules-based work that each employee does, leaving more time for customer-facing duties, and Chatbot development has allowed clients to further refine their customer service functions.”
In February 2018, Everise partnered with Microsoft to develop an Artificial Intelligence (AI) platform, creating an omni-channel customer service solution that targets voice, video and text interactions, by leveraging the power of AI. This partnership is manifested through C3 Labs, located in Malaysia, the Philippines and USA, which allows each of Everise’s clients to tailor-make their own AI-powered customer service solutions.
In September 2018, Everise made a strategic investment in Malaysia-based start-up, Hyperlab, Southeast Asia’s leading Conversational Artificial Intelligence (AI) company. Hyperlab has developed a robust Conversational AI Platform that allows enterprises to automate and elevate both Customer Experiences (CX) and Employee Experiences (EX). By fusing Robotic Process Automation (RPA) with Artificial Intelligence (AI), Natural Language Processing, speech recognition and contextual awareness, Hyperlab creates a digital workforce that will complement and empower customer service teams globally.
Most recently, Everise acquired Trusource Labs, an innovative Silicon Valley company which specialises in Internet of Things (IoT) help desk experiences for Apple Users. The incorporation of Trusource Labs provides Everise with the capability to meet growing customer service demand that will follow the explosion of internet-connected devices in the home and the workplace. The IoT market is expected to double by 2021, with increasingly complex devices being used on a daily basis in and out of the home. As a result, everyday household items will need specialist support that is effective, quick and of high quality. Trusource Labs provides this and will enable Everise to meet the needs of customers and clients as they become increasingly connected.
The company also launched the global business services centre Globee, a joint venture between Everise and South Korean company, UBASE. Based in Kuala Lumpur, Malaysia, it meets growing demands for increased customer care standards and channels by providing omni-channel customer service experiences for clients in Malaysia and around the world. Globee provides multi-lingual services and leverages the latest Microsoft-driven AI technology to improve customer service delivery, increase the range and scope of services for clients and be a potential growing platform for transformational ventures.
“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,” continues Sudhir Agarwal. “From the outset, we have been focusing 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. We fully expect to continue expanding over the next few year and aim to reach half a billion dollars in value by 2022.”
To signal its vision, Everise has updated its logo, making the “V” a visual representation for change. “Everise is a beacon for growth and disruption in the traditional BPO industry,” says Chris Greenough, VP of Product Marketing & Strategy at Hyperlab. Our goal with relaunching Everise’s new identity is to highlight how together, we are able to change customers into community, and people into a digitally enabled workforce.”
To carry this unifying message home, Everise and its companies will carry the “We Are Everise” stamp, which will be incorporated into all the companies’ marketing over the next year. The unified brand story will also be injected into sales materials, digital marketing and talent branding efforts over 2019.