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50 Best Workplaces of the Year 2019

A Global Experience Company Transforming The Outsourcing Industry: Everise

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Established in 2016, Everise envisions redefining the Business Process Outsourcing (BPO) industry by seeking out and acquiring innovative companies who are able to show how they are delivering transformational customer experiences to their clients. Everise helps the world’s most trusted brands transform their customers into communities. It does this by fusing its 12,000 highly trained agents while investing in Artificial Intelligence and automation technologies to power over 500,000 daily experiences in 20 different languages around the world.

Everise is a flexible organization that is extremely agile in the way it engages its clients. This is supported by specialization in key verticals, such as healthcare, transportation, media & communication, consumer products & technology. This allows its client services teams to build deep relationships with clients, and really care for their business, as opposed to following the traditional deployment method.

Treading towards Success
Over the last 18 months, Everise has been able to seamlessly transform itself from a pure customer service company to an end-to-end experience company. This has been validated by the numerous awards it has won in the market, including Best CX Platform, Top AI Company in APAC, the Top 10 Contact Center Solution Providers in the US, and more. The company now powers half a million customer experiences for Fortune 500 companies and the world’s most beloved unicorns.

In the span of only 2.5 years, the company has acquired three best-in-class firms: C3, Hyperlab, and Trusource Labs, as well as started a joint venture with Korean BPO giant, UBase in Malaysia, and secured a global partnership with Microsoft. These achievements speak volumes about the company’s success.

In conversation with Sudhir Agarwal, CEO

Q. What are the biggest assets to your organization?

Everise considers its people and technology as its biggest assets. In today’s experience-led economy, people don’t buy products, they buy experiences. When disruption is the norm, the businesses who put their customers first are the ones who rise above it. At the outset, we focused on bringing together the best people and technology to truly transform how brands of the future deliver global experiences. Without effectively fusing people and technology, creating world-class experiences just isn’t possible.

Q. How does your company maintain a healthy work environment?

Everise is a “People-First” company. We promote open and honest communication through our multiple local and global communication channels. As a Microsoft partner, we fully utilize the tools at our disposal, including a monthly newsletter, and Teams’ chat. We also encourage engagement on our social media channels and make leadership accessible through regular video calls.

In order to ensure that HR information is always accessible, we partnered with one of our companies, Hyperlab, to create an AI Assistant, Ana, which improved the candidates’ onboarding experience. Ana intelligently guides candidates from job search to their first day on the job and provides them with 24/7 access to information, our culture, and work environment. Ana interacts directly with job seekers to provide real-time job openings and assists them with applications. Once a candidate is hired, Ana executes a T-30 engagement program, designed to keep them well informed, via SMS and her easy-to-chat-with mobile app.

Q. How do you bring the best out of an employee? Do you give them enough autonomy in work-related decisions?

Everise has a very strong founder mentality that runs from the management down to the staff, so it’s about striking a balance between autonomy and alignment. As a founder myself, I know how important it is to be empowered but also have the support of my investors and board. Striking this balance with our leadership team and harnessing the passion of the founders of some of the companies we’ve acquired, like Alton Martin and Roger Meador of Trusource Labs, Vic Sithasanan, Janet Teo, and Chris Greenough of Hyperlab is one of our key successes.

Q. Do you provide professional development opportunities to your employees?

Yes, we do have professional development opportunities in our company. As a global experience company, we have launched a global exchange program to further open career paths for high-performing employees and promote the sharing of knowledge and culture across our offices around the world.

Q. What do you strive to achieve in the future?

When we started, we had set up a goal for ourselves: to become Asia’s largest Customer Experience (CX) company by the end of 2022. We are working towards that goal. We have recently launched a Work At Home Solution that enabled Fortune 500 companies to have access to a safe, secured, and highly effective home-based digital workforce. Such tech and work-related transformations are what we strive to achieve at Everise.

Sudhir Agarwal, Chief Executive Officer: As the CEO of the company, Sudhir partnered Everise with Microsoft in 2018 to develop an Artificial Intelligence (AI) platform to disrupt the Contact Centre and Business Process Outsourcing (BPO) industry. In addition, he led the company to a joint venture with UBASE, Korea’s largest BPO to form Globee, a multilingual center in Malaysia that is powered by native language speakers.

Prior to Everise, Sudhir founded Singapore-based BPO company, Sunrise and was also a founding member of Aegis, one of the largest BPO companies in India. Before founding Aegis, Sudhir joined global professional services firm Genpact in 1999, where he held multiple leadership roles spanning across operations and transition management.

Sudhir has a bachelor’s degree in Commerce from Delhi University and a Master of Business Administration from Manchester Business School, UK.

“Our secret to success has been our ability to focus on harnessing the power of diversity across our group of companies and use this to incubate innovation for ourselves and our clients.”