Omni-channel will target voice, video and text interactions
Singapore-based Everise Holdings (Everise), a part of India focused Everstone Group, will partner with Microsoft to develop and roll out an Artificial Intelligence (AI) platform to disrupt the Contact Center and Business Process Outsourcing (BPO) industry.
The omni-channel customer service solutions will target voice, video and text interactions, and deliver an unprecedented intelligent, customer-centric experience by leveraging the power of AI.
By adding advanced AI tools and chatbots to existing capabilities such as speech recognition, sentiment analysis, and image recognition, Everise seeks to set a higher standard for a more personalized customer experience.
Everise operates a C3 Lab in Las Vegas within its operating unit, C3/CustomerContactChannels, with locations opening in Manila and Malaysia.
C3 Labs has currently been incubating a variety of tools focused on the same mission of transforming the customer experience.
Each of the C3 Labs will also marry Microsoft technologies with domain knowledge from C3’s customer innovations teams.
“Asia’s BPO sector has enjoyed strong and consistent growth over the years, but if it is to continue this in a sustainable manner technology needs to be embraced” said Sudhir Agarwal, CEO of Everise and C3.
“Through this partnership with Microsoft, we insert Artificial Intelligence throughout various points in the service delivery process in ways that the BPO industry is not using today. This could be as basic as automating data collection from a call to a chat bot providing insight on customer sentiment and emotion in real time.
“With that information and more, we will leverage technology to provide the best experience possible and empower Experience Champions with the tools to make FANS of our clients’ customers with each interaction,” he said.
“As businesses reimagine how they can create value for their customers in today’s digital-first world, AI is rapidly becoming a key differentiator of the value chain, spanning from research & development to customer engagement,” said Ricky Kapur, General Manager, Enterprise and Partner Group, Microsoft Asia Pacific.
Valerie Beaulieu, General Manager Partner Group Microsoft Asia Pacific added, “With our partners, we seek to bring innovative solutions using our Azure platform to enhance business profitability.”
Everise is a Singapore based Company which is owned by Sunrise and Everstone. Everise’s vision is to create a US$500 million Experience Company in the BPO Industry.
In December of 2016, Everise acquired C3/CustomerContactChannels, a US-based BPO Company.
The Everstone Group, co-owner of Everise, is a premier India and Southeast Asia focused private equity and real estate investment firm with assets under management of approximately US$4 billion.
Sunrise BPO Pte. Ltd. is a Singapore-based Business Process management (BPO) company with the business mission to be the world’s foremost integrated customer service solution provider, focused on the Americas and the Far East markets.
C3 provides a full range of customer contact management services for corporate clients in healthcare, financial services, telecommunications, energy and utilities, media, travel, retail, logistics, hospitality, and government services industries, from both U.S. and international locations. fii-news.com
