#contactcenterworld, @AriseVSInc, @everestgroup
Miramar, FL, USA, Feb. 24, 2021 -- Arise Virtual Solutions, a provider in work-from-home customer support, announced the company's platform was recognized as a Leader in Everest Group's 2021 PEAK Matrix(R) Assessment for Work at Home Agent (WAHA) Customer Experience Management (CXM).
"We are incredibly honored to be named a Leader in Everest Group's first ever WAHA CXM PEAK Matrix. It is a tremendous validation of our virtual-first platform and innovation strategy and the decades of experience we have in helping our clients provide exceptional customer experiences," says Scott Etheridge, Arise's CEO. "Everest Group's recognition reinforces the way Arise looks at CXM, placing technology at the forefront to enable our Service Partner network to transform the relationships between Brands and their customers. It's how we help Brands to be there for customers, be aware of their needs, and be essential to their everyday lives."
Led by Vice President Shirley Hung, Vice President Skand Bhargava, Practice Director Sharang Sharma, and Senior Analyst Chhandak Biswas, Everest Group evaluated 16 business process outsourcing (BPO) vendors in its PEAK Matrix(R) Assessment. Arise was named one of only three BPOs in the Leaders category.
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To determine which companies fell into the Leaders, Major Contenders, and Aspirants categories, Everest Group evaluated the vision and capability of each organization and its ability to deliver services successfully. Five subdimensions were analyzed – vision and innovation, scope of services offered, technology and security, talent management, and delivery footprint. Everest Group also measured impact created in the market by analyzing market adoption, portfolio mix, and value delivered.
"Arise emerged as a Leader in Everest Group's Work at Home Agent (WAHA) Customer Experience Management (CXM) PEAK Matrix(R) Assessment 2021, due to its expertise in running facilitating large scale work-at-home agent operations, delivering learning and development traing to of a virtual workforce, and innovations in technology and security solutions," said Shirley Hung, Vice President, Everest Group. "Arise is successfully catering to volatile market demands created by COVID-19 by leveraging its cloud-based contact center platform, large contractor base, and reliable flex capacity."
Says Etheridge, "Successfully deploying a work-from-home (WFH) program platform that can deliver advantages in capacity flex, quality experience, and cost takes a technology strategy that's completely different than traditional BPOs. The majority of brands we serve are using our platform depending on us to build support their first WFH program and need expertise and guidance from a proven winner. Innovation in every aspect of our platform delivers results that our customers and service partners love, and we are continuing to define the future of CXM by making care more responsive, more contextual, and more focused on business outcomes. Our platform allows Brands to completely change the way they think about capacity planning and remote learning while building deep, resonant relationships with their customers."
"Despite an explosion in demand for the Work-At-Home-Agent (WAHA) business model for delivering Customer Experience Management (CXM) services during the global pandemic, WAHA CXM services are more than just a temporary solution for business continuity planning," says Everest Group's Shirley Hung.
She adds, "Organizations are realizing the value of leveraging WAHA to address talent needs and deliver superior customer experience at a lower cost compared to brick and mortar operations. As companies look to embed WAHA as a component of their ongoing CXM services strategy, they should evaluate service providers who are accelerating investments in technology, security, and talent management to better support client requirements in the next normal."
Posted by Veronica Silva Cusi, news correspondent
About Arise Virtual Solutions:
Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500.
About Everest Group:
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
Published: Thursday, February 25, 2021
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