Everise, a business process outsourcing (BPO) company, tapped Microsoft to transform the customer experience (CX) across all touchpoints for its clients.
To deliver an experience that matches the expectations of its customers, the company empowered its agents with the tools and intelligence they need to succeed, as well as the flexibility to work from anywhere.
Everise chose Microsoft 365 to meet its goals, because of the productivity, security, and mobility features it offers. Today, Everise provides crisis-resilient, anywhere/anytime support to some of the world’s top B2C brands with the help of its globally dispersed teams.
“In disruptive times like these, companies investing in home-based talent and technology are transforming their resilience to achieve growth,” said Sudhir Agarwal, founder and CEO of Everise. “Everise has made these investments, which empower our people to connect and engage, ensuring we are able to quickly adapt to meet the needs of our partners.”
Everise adopted a strategy that blends the flexibility of work-at-home with the stability of a brick-and-mortar office to empower its employees to work from anywhere while continuing to deliver consistent performance. To ensure that its agents can provide outstanding customer experiences even as they work from home, Everise needed a collaboration and communications platform that provided versatility and improved security.
“We needed a platform where agents can communicate within the organization and get responses quickly,” said Alvin Laggui, director for Operations at Everise’s Manila experience center.
With the help of Softline, a member of the Microsoft Partner Network, Everise adopted Microsoft 365 and moved to the cloud. Now, it uses Microsoft Teams to create a more secure and high-performing work-at-home environment.
Using channels and sub-channels within Teams, employees can create an online environment that mimics different call center floors with teams for each line of business. Agents interact and help each other in real-time, much as they would if they were seated side by side, as traditional contact centers were designed.
Shortly after the company’s transition to the cloud, COVID-19 arose, affecting normal operations. With the scalability of Azure, Everise was able to transition 4,000 desktops and 8,000 agents to a work-from-home environment within 72 hours.
As of today, the company has expanded from 15 physical experience centers to 10,000 micro-experience centers based in the cloud. Most importantly, its resilience is translating to growth, as the company is currently recruiting thousands of remote workers from places where it did not previously have a physical presence.
While remote working gives flexibility to employees, it’s not without its issues.
Today, the Everise team continues to look for new ways to reap more benefits from its Microsoft solutions. As Coppens says, “I don’t see us not exploring the various apps and capabilities within Teams. We are trying to engage our partner organizations who are still on Skype to try Teams. We also plan to utilize the intelligence of the cloud to enable powerful insights.”