Everise Holdings will partner with Microsoft to develop and roll out an Artificial Intelligence (AI) platform to disrupt the contact centre and business process outsourcing (BPO) industry, leveraging Microsoft’s AI capabilities.
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.
“Delivering an experience that matches the expectations of customers today is what our clients rely on us to do. This starts with arming the front-line agent, the Experience Champion, with the tools, skills, and intelligence they need to succeed,” 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 the platform today. This could be as basic as automating data collection from a call to a chatbot 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.”
“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. “The partnership between Everise and Microsoft will allow both companies to better meet the unique technology challenges that the business process outsourcing industry faces. By combining Everise’s industry knowledge and Microsoft’s intelligent cloud and AI innovations, we will create new opportunities to empower the industry to deliver more personalized customer experiences for its customers.”
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. Our partnership with the leading ISV, Everise stems from this commitment, and we look forward to a long association.”
Everise will be developing this platform over the course of the next couple of months and will focus on tools that can resolve industry specific challenges. With the successful deployment of the AI platform for the BPO industry, the same platform will have the same potential to transform the applicant experience for global hiring needs.