Everise, a global customer experience company based in Singapore is set to venture into the Internet of Things (IoT) as it acquired Trusource Labs, a digital experience company that provides various technical support solutions like Apple Helpdesk. Trusource Labs joins the growing Everise Family with the goal of disrupting and elevating global customer experience.
With the growth of internet-connected devices in homes and workplaces, the acquisition will securely land Everise in the top rank of companies providing a highly complex and fully integrated technical customer support IoT devices.
As part of the acquisition, Trusource Labs will keep its headquarters in Austin, Texas and it's delivery hubs in the USA and Europe. Alton Martin, co-CEO of Trusource Labs will remain with Everise and will closely work with companies under the Everise umbrella. The unified companies will continue to fuse human and digital teams to deliver an omnichannel customer experience to customers.
Bain & Company, a Global Management Consultancy, projects that the global IoT market would grow by 2021 to US$520 billion as everything from washing machines to security cameras, cars and phones will be connected online. This will then make customer support for modern home appliances complicated and will require special technical support to provide fast and efficient service. Trusource Labs has a proven record of supporting customer concerns on IoT devices from the beta stages of the products to mass adoption. Everise will bank on this while leveraging Artificial Intelligence (AI) and technological innovations, to meet the expanding needs of customers.
Sudhir Agarwal, CEO of Everise, commented, “We connect ‘things’ to make our lives easier, allowing us to shop, research, call, monitor, power and so on – even remotely - all in the name of convenience. This is a great concept until one device stops communicating with another, and the need for support arises. Everise is now uniquely positioned to support this explosive segment of the BPO market.”
“This is the 3rd major expansion in 2018 for Everise and our second acquisition in two months. As one of the fastest-growing BPO firms globally, we are bringing together the strongest talent that this industry has to offer, and we are transforming customer experiences globally. Trusource Labs rounds out our delivery capabilities into product and help desk experiences, and Everise will strengthen these by infusing many of the technological innovations our teams have developed to benefit the end user ultimately.” He added.
By working with Trusource Labs resources and technologies, Everise continues its mission to provide a seamless customer service experience across multiple channels. Combing the latest technology and workforce, Everise eyes a customer-centric environment to support the challenges brought by IoT innovations. This leads to personalized customer experience and stronger brand loyalty for clients across the world.
“Becoming a part of Everise is an exciting milestone and opportunity for all Trusource Labs employees as this gives us the edge we need to transform our user experiences further. The near-term synergies we have identified will offer meaningful value to our prestigious client base, and we know this value will continue to grow exponentially over time,” Alton Martin said.
“Creating a good customer experience is the heart of any business. Every contact with our clients determines whether or not they will (or won’t) come back. So, it’s imperative to exceed expectations every time and make every aspect of their experience better than expected,” Martin added.
Trusource Labs has 500 team members in the US, giving a stronger footprint for Everise in the US, which currently employs around 7,000 team members.
*Since writing this, Trusource Labs is now Everise PX.