Proving the Business Case for the Internet of Things

Everise acquires Trusource Labs to extend IoT support

Steve Rogerson
December 6, 2018
 
Singapore-based Everise has signed a binding agreement to acquire US company Trusource Labs, which specialises in technical support for IoT and help desk experiences for Apple users.
 
Trusource Labs will maintain its headquarters in Austin, Texas, and its experience delivery locations in the USA and Europe. Co-CEO Alton Martin will remain with the company, working closely with sister companies C3, Hyperlab and Globee under the unified Everise mission.
 
"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," said Martin. "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."
 
Consultancy Bain predicts that the global IoT market is expected to double by 2021 to almost US$520bn as everything from refrigerators to security cameras and phones become connected to the internet. Basic home appliances will become 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 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.
 
"From our headquarters here in Singapore we are able to 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,” said Sudhir Agarwal, CEO of Everise. “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.
 
"This is the third 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 Everise family, the company continues its mission to elevate and provide resources across multiple platforms that will ensure a seamless customer service experience. Everise's goal is to combine the latest in technology, innovation and people to exceed the level of service needed in a 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, the company says, has resulted in better customer satisfaction, better first-person experiences and better brand loyalty for its clients around the world.
 
"Creating a good customer experience is the heart of any business,” added Martin. “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 USA. This enhances the Everise footprint in the USA, which employs about 7000 people under the C3 brand. The acquisition is expected to close before the end of 2018.