Everise has reached a deal to acquire Trusource Labs, a US-based BPO firm specializing in providing technical support for internet of things (IoT) and help desk experiences for Apple users.
The company has employed more than 460 people in the United States and around 50 in Ireland. Everise says the acquisition will help it explore the massive IoT market expected to be valued at US$520 billion over the next three years.
In addition to the help desk with the phone and chat support, Trusource offers self-service approaches like instructional videos, social media and articles so end-users can get common issues addressed without having to pick up the phone.
As per the agreement, Trusource Labs will maintain its headquarters in Austin, and its CEO Alton Martin will remain with the company, working closely with Everise’s sister companies C3, Hyperlab, and Globee.
Singapore-based Everise expanded to the US two years ago when it acquired Florida-based customer-relationship management company C3/CustomerContactChannels, which runs several call centers in US states bordering Mexico.
“Basic home appliances will become much more complex and will require specialist customer support that has the technical abilities to provide fast, efficient service,” stated Everise, explaining why it chose to acquire Trusource.
“Trusource Labs delivers this….. 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.”