Everise Empowers Agents to Work Anywhere Using Microsoft Technology

Everise, a next-gen Business Process Outsourcing (BPO) company, recently partnered with Microsoft to transform the customer experience (CX) across all touchpoints for its clients. To deliver an experience that matches 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.

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.

“In the past, we used different communication platforms, which failed to fully meet our needs. We needed a platform where agents can communicate within the organization and get responses quickly,” says Alvin Laggui, Director for Operations at Everise’s Manila experience center.

With the help of Softline, a member of the Microsoft Partner Network, Everise successfully 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.

Structuring Teams to mirror face-to-face coaching

The Teams environment also helps with organizational management. 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.

Advantages go beyond management structure; Teams allows for real-time coaching. “During a call, one of the agents needed assistance. So, she started a chat with her supervisor, shared her screen, and was able to provide a great customer experience with the help of her supervisor’s virtual guidance,” Friggle says.

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.

Creating meaningful work-from-home experiences

Working from home is providing benefits that also improve the customer experience.

“We have discovered that employee retention is significantly higher in our work-at-home environment. That translates into more experienced, better-trained people, which improves customer satisfaction,” according to Palmer.

Aside from Everise, Microsoft has also empowered other BPO firms worldwide, such as Accenture, Wipro, and Teleperformance. Microsoft solutions help these organizations transition to a modern and remote workplace, thereby ensuring continuity and success throughout the pandemic.

By utilizing Windows Virtual Desktop, Teleperformance India enabled its workforce to deliver impactful customer experiences from the safety of their homes. Windows Virtual Desktop helped the company’s IT team quickly deploy virtual desktops and LOB apps and facilitate secure remote work at scale. In less than a month, Teleperformance onboarded over 28,000 employees from its operations and customer service teams across 14 cities to a work-from-home setup.

Accenture meanwhile harnessed Microsoft Teams to enhance collaboration among its workforce and positively impact customer service. When the pandemic began, Accenture made a quick transition to remote work, helping employees around the world use Teams for complex, virtual scenarios and provide pre-COVID-19 services.

Likewise, Wipro Limited uses Microsoft Enterprise Mobility + Security as a foundation for highly secure productivity, giving its global workforce mobile access to Microsoft Office 365 business productivity apps and line-of-business solutions so that everyone can work better together to serve customers—while staying ahead of new data security law.

In so many ways, Microsoft’s cutting edge solutions continue to help the BPO industry worldwide seamlessly transition to more secure work, drive mobile productivity, and reimagine collaboration. All of these are to ensure that BPO firms stay ahead of the curve in the business landscape and deliver value for their customers anytime, anywhere.

It’s very clear that enabling remote work is more important than ever, and that it will continue to have lasting value beyond the COVID-19 outbreak. As organizations embrace this evolution, keeping a very close eye on the security and privacy of data will enable them to work effectively and with peace of mind.

“Learn more about how Microsoft can empower your business today!”

ADVT.