Singapore-based Everise, parent company of C3|CustomerContactChannels {C3}, announced that it has signed a binding agreement to acquire Trusource Labs. The acquisition is expected to close before the end of 2018. Trusource Labs specializes in technical support for Internet of Things (IoT) and help desk experiences for Apple users.
Trusource Labs joins the Everise family of companies, each focused on disrupting and elevating the delivery of customer experiences globally. With the explosion in internet-connected devices in the home and the workplace predicted to Gartner to reach more than 21 billion devices by 2020, this acquisition will uniquely position Everise to capitalize on this massive market opportunity by providing highly complex, fully integrated technical and customer support solutions.
As part of the acquisition, Trusource Labs will maintain its headquarters in Austin, Texas and its experience delivery locations in the US and Europe. The existing co-CEO, Alton Martin, will remain with the company, working closely with sister companies C3, Hyperlab, and Globee under the unified Everise mission of fusing human and digital teams to transform how global firms deliver customer experiences.
Bain & Company, a Global Management Consultancy, predicts that the global IoT market is expected to double by 2021 to almost US$520 billion as everything from refrigerators to security cameras and phones become connected to the internet. Basic home appliances will become much more complex and will require specialist customer support that has the technical abilities to provide fast, efficient service. Trusource Labs delivers this and has a proven track record of delivering service excellence in the IoT space from the initial Beta stages that products go through to mass adoption. Everise will be able to build on this, leveraging its Artificial Intelligence (AI) capabilities and technological innovations, to meet the needs of customers and clients as they become increasingly connected.
Sudhir Agarwal, CEO of Everise commented, “We connect ‘things’ to make our lives easier, allowing us to shop, research, call, monitor, power and so on – even remotely – all in the name of convenience. This is a great concept until one device stops communicating with another, and the need for support arises. Everise is now uniquely positioned to support this explosive segment of the BPO market.”
Agarwal added, “This is the 3rd major expansion in 2018 for Everise and our second acquisition in two months. As one of the fastest growing BPO firms globally, we are bringing together the strongest talent that this industry has to offer, and we are transforming customer experiences globally. Trusource Labs rounds out our delivery capabilities into product and help desk experiences, and Everise will strengthen these by infusing many of the technological innovations our teams have developed to benefit the end user ultimately.”
By bringing Trusource Labs into the C3 family, the company continues its mission to elevate and provide resources across multiple platforms that will ensure the best, seamless customer service experience possible. C3’s goal is to combine the latest in technology, innovation and people to exceed the level of service needed in today’s customer-centric environment and meet the customer service challenges brought by IoT innovations.
These acquisitions and partnerships have allowed Everise to evolve into a holistic customer service provider, one that merges technology with human talent. This has resulted in better customer satisfaction, better first-person experiences and, most important, better brand loyalty for its clients around the world.
“Becoming a part of Everise is an exciting milestone and opportunity for all Trusource Labs employees as this gives us the edge we need to transform our user experiences further,” added Alton Martin, Trusource Labs Co-CEO and Co-Founder. “The near-term synergies we have identified will offer meaningful value to our prestigious client base, and we know this value will continue to grow exponentially over time.
“Creating a good customer experience is the heart of any business. Every contact with our clients determines whether or not they will (or won’t) come back. So, it’s imperative to exceed expectations every time and make every aspect of their experience better than expected.”
Trusource Labs employs over 500 team members in the US. This enhances the Everise footprint in the US, which currently employs approximately 7,000 team members under the C3 brand.
Dave Palmer, C3’s Chief Operating Officer, added, “We have been extremely impressed with how well the Trusource Labs mindset aligns with that of C3 and all the Everise companies. Their mantra of working differently to generate results in a collaborative work environment has been instrumental in their success and differentiation in the market. I am looking forward to the heightened experiences we will collectively deliver on behalf of our global clientele.”
About Everise
Everise, owned by Sunrise BPO Services Pte. Ltd., Everstone, and ACPI, is the only Asia- based global experience company that provides, through its operating companies around the world, a full range of customer contact management services for corporate brands from both U.S. and international locations. The company’s vision is to create an Experience Company, meeting the need for innovation and disruption in the BPO industry through smart partnerships and technology, and by providing high-quality end-to-end customer experiences. In 2018, Everise partnered with Microsoft to develop an Artificial Intelligence (AI) platform to disrupt the Contact Centre and BPO industry through an omnichannel customer service solution that targets voice, video and text interactions and delivers an unprecedented intelligent, customer-centric experience by leveraging the power of AI. Everise owns C3|CustomerContactChannels, Hyperlab, Trusource Labs and co-owns Globee, a Global Business Service center in Malaysia focusing on global clients looking for a multi-lingual solution. For more information, visit www.everiseholdings.com.
About C3|CustomerContactChannels
C3|Customer Contact Channels, Inc. (C3), is an Everise company. With US headquarters in Florida, C3 is a leading international provider of outsourced customer relationship management solutions and meets growing customer demands by providing omnichannel customer service experiences around the world, creating loyal FANS and returning significant ROI for clients. C3 goes beyond traditional customer service, leveraging Artificial Intelligence (AI) to increase the range and scope of services for clients and disrupting the global BPO industry. With over 10,000 employees worldwide, C3 provides multilingual omnichannel support to clients. With every client, customer, and employee experience, C3 maintains one simple goal, “We’ll make a FAN out of you.” For more information, visit www.c3connect.com.
About Trusource Labs
Trusource Labs is an Austin-based company dedicated to providing outstanding complex technical support services to innovative companies worldwide. Trusource’s teams are experts in providing positive and beneficial customer experiences related to the Internet of Things and Apple® devices. In addition to the traditional 24/7 help desk with the phone and chat support, Trusource employs innovative self-service approaches like instructional videos, social media and knowledge base articles so end-users can get common issues addressed without having to pick up the phone. They can also help clients create a custom, out-of-the-box support experience while meeting privacy and security needs. For more information, visit www.trusourcelabs.com.