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News : Everise Extends Footprint in US and Opens New Facility in Guatemala

contactcenterworld

Singapore, July, 2019 -- Singapore-based Everise Holdings (Everise), a global experience company, will be making its foray into San Francisco. The opening of the new business development office signifies the company's move to centralise its business development teams which are currently spread across its global offices. The San Francisco office will also see executive-level employees who will exemplify Everise's vision and translate it into the kind of messaging that dynamic, growing, consumer-focused companies will grasp and act upon. 

The opening of the new office follows Everise's acquisition of two US-based companies. Namely C3|CustomerContactChannels in 2016, which provides omni-channel customer support, and Trusource Labs in 2018, which offers product support, Apple Help Desk support and content moderation for Smart Home, IoT and Silicon Valley startups. Everise currently has a footprint in Oklahoma, Texas, Nevada, Arizona, Idaho, and Utah and a corporate office in Miramar, Florida.


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Sudhir Agarwal, CEO of Everise shared, "With our new office in San Francisco, we see the value in being close to the Silicon Valley area so we can better serve our customers, many of whom come from here. We are uniquely placed to be the go-to experience vendor for high-growth Smart Home and IoT companies who want to deliver high-touch customer experiences at scale. Everise alone can cost-effectively provide the full range of customer, product and digital experience services future multi-billion-dollar brands require."

Everise's expansion establishes a stronger foothold in the US, as it seeks to attract the right talent that will help elevate the business, with plans to aggressively expand 2.3x over the coming months. Many of the opportunities they are offering are for licensed healthcare and health insurance customer experience agents as well as systematic insights analysts and more. Everise also successfully launched its Work-At-Home programs, which aim to give employees more flexibility and work-life balance.

Earlier this month, Everise moved its Guatemala office to a new facility. The new facility represents an expansion of its current operations in the area. From a team of 25 in 2012, the office now staffs over 900 employees in the new facility, with the capacity to expand to 1,500.

In line with its "people-first" value proposition, the new facility offers free transportation for night shift employees, easy access to public transportation, onsite activities like table tennis, a soccer field, basketball court and running track, as well as an outdoor patio for relaxation.

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Friday, August 2, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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