Singapore, Aug 16, 2017-- Everise, the parent company of U.S.-based C3/CustomerContactChannels, has signed an MoU with UBASE, a Korean BPO service company, to create a joint venture that aligns two BPO companies to provide a global service experience. The JV will be based in Singapore.
Through C3, UBASE will be able to expand its offerings to include English speaking call center services. Similarly, C3 will be able to provide support to its clients, through UBASE, in the U.S. looking for services in Japanese, Chinese and Korean.
C3, based near Fort Lauderdale, Florida, provides support in English and Spanish from eight contact centers located across the U.S., Philippines and Latin America. With over 8,000 employees worldwide, the company is committed to delivering the most powerful customer experience possible by applying innovative thought leadership into every aspect of their business. C3 supports its brand-focused client base with superior analytics, processes and training methodologies that maximize each and every customer experience. The company’s clientele spans a variety of industries including healthcare, travel and hospitality, telecommunications, and transportation.
UBASE, the biggest call center company in Korea, shares Everise’s forward-thinking style of managing client and customer relationships. With operations starting in 1999, UBASE currently has over 13,000 seats that provide top tier customer contact support to Korea, China and Japan. Its market includes both domestic Korean companies as well as large local and global multinational companies.
In addition to the expansion of both companies’ service footprints, the joint venture will set up a new delivery hub in Malaysia to offer a one stop shop for multilingual solutions. The new center will have the capability to service all major languages across Southeast Asia and the Far East regions at a lower cost while maintaining the high-quality standards that clients expect of both firms. It will also support multiple European languages.
The unique business proposition will be delivered by hiring native speakers. This will eliminate the need for clients to engage with either multiple regional partners or insourced solutions to achieve the best language capabilities for its customer base in the region. By having native speakers providing the support for native speakers, the entire customer experience will be significantly elevated. The new hub will be set up in Kuala Lumpur, Malaysia, and is expected to be fully operational by the end of the year.
On the signing of the MoU, Daegun Hur, CEO, UBASE states "We are very enthusiastic about our partnership with Everise Holdings and C3 as it broadens our gamut of services to better serve our clients beyond Korea and the Far East. This comes as we continue our growth and expansion. We are looking forward to taking this partnership to the next level in the years to come."
Sudhir Agarwal, CEO of Everise and C3, says, "At Everise, we are on a journey to build an experience company where we leverage cutting edge technology and Omni channel delivery to create fans for our clients, not just satisfied customers.
In a market that is dominated by domestic players serving domestic customers, we intend to offer a truly globalized service to allow our existing sets of customers to reach out to new regions for increasing business. I am extremely delighted to enter this joint venture with UBASE and to collectively heighten each company’s ability to provide the best possible experience for our clients’ customers," Agarwal added.
"Everstone is thrilled to support Everise’s association with UBASE. This will improve the efficiencies of both UBASE and C3 while allowing them to serve their clients more effectively and in new regions," said Atul Kapur, co-founder & managing partner of Everstone Capital, which owns Everise along with Sunrise BPO. "What makes it interesting is the fact that the BPO market in the Far East/Southeast Asia is estimated to be around $40 billion, which makes us optimistic about the potential of this collaboration."
UBASE is the biggest BPO Company in Korea, specializing in Customer Care. Its own 13,000 seat capacity gives unique scale economies, which enables the company host a strong portfolio of clients from major Korean firms like Samsung, Hyundai, LG, and SK to top global service firms. It is now expanding its service offerings from new areas such as sales channel management; warranty service to new solutions like market analysis report & AI enabled VOC analysis. Its multi-language service of Korean, Japanese, and Chinese is expected to reach 1,000 agents in 2018
Everise is a Singapore based Company which is owned by Sunrise and Everstone. Everise’s vision is to create a USD 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.
Posted by Veronica Silva Cusi, news correspondent
Source: C3 Connect
Date Posted: Friday, August 18, 2017
ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today.