Communication Business Avenue (CBA) recently announced a partnership with CareAR, a Xerox company and leader in the Service Experience Management (SXM) market, to make the latter’s SXM platform available to companies in the Asia Pacific and Japan.
As per official reports, CBA, a renowned Japanese call center technology service provider and solutions integrator serves over 900 global clients, including 400 contact center customers representing 40,000+ call center agents globally.
Through this partnership, CBA will offer an expansive go-to-market reach in the region by creating a CareAR center of excellence and an end-to-end service transformation practice that uses the CareAR SXM platform suite, which is available in Indonesian, Japanese, Chinese Mandarin, and Malay languages.
These features equip remote contact center experts & agents, on-site technicians, customers, and staff with live visual augmented reality support and AI-based, self-guided instructions on their preferred devices, including drones, mobiles, desktops, and wearables.
According to sources close to the development, CBA will bring significant results that maximize customer experiences and operational efficiencies by virtualizing several manual processes that are frequently used in field service, customer support, and IT service operations.
These processes include expanding workflows with troubleshooting and remote visual diagnosis, providing consumers & employees with self-guided intelligent visual instructions, and automating the visual task and state detection to raise the consistency and quality of finished work.
Chief Revenue Officer of CareAR, Sajeel Hussain stated that while the company’s platform offered remote, self-solve service experiences and easy-to-create content with the help of AI & AR, the solutions must be used globally to have a greater impact.
Hussain claimed that CBA had a successful track record with respect to bringing solutions to the market and increasing growth.
The top official added that CBA had a well-established customer and partner network throughout the Asia Pacific region and Japan. Hussain claimed that the SXM platform would transform employee and customer service engagement to cut costs, improve customer experiences, and spark brand differentiation.