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Singapore-based Everise Acquires Trusource Labs; Expanding Customer Support to Internet of Things
December 4, 2018 News Internet of Things IoT


Singapore-based Everise announced that it has signed a binding agreement to acquire the US company 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, “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. 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 Everise family, the company continues its mission to elevate and provide resources across multiple platforms that will ensure the best, seamless customer service experience possible. Everise’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.”