Arise Virtual Solutions, the worldwide leader in work-from-home customer support, today announced the company was recognized as a Leader in Everest Group’s 2021 PEAK Matrix® Assessment for Work at Home Agent (WAHA) Customer Experience Management (CXM). This is the first time Everest Group has published this report.
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“We are incredibly honored to be named a Leader in Everest Group’s first ever WAHA CXM PEAK Matrix. It is a tremendous validation of our virtual-first innovation strategy and the decades of experience we have in helping our clients provide exceptional customer experiences,” says Scott Etheridge, Arise’s CEO. “Everest Group’s recognition reinforces the way Arise looks at CXM, placing technology at the forefront to enable our Service Partner network to transform the relationships between Brands and their customers. It’s how we help Brands to be there for customers, be aware of their needs, and be essential to their everyday lives.”
Led by Vice President Shirley Hung, Vice President Skand Bhargava, Practice Director Sharang Sharma, and Senior Analyst Chhandak Biswas, Everest Group evaluated 16 business process outsourcing (BPO) vendors in its PEAK Matrix® Assessment. Arise was named one of only three BPOs in the Leaders category.
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To determine which companies fell into the Leaders, Major Contenders, and Aspirants categories, Everest Group evaluated the vision and capability of each organization and its ability to deliver services successfully. Five subdimensions were analyzed – vision and innovation, scope of services offered, technology and security, talent management, and delivery footprint. Everest Group also measured impact created in the market by analyzing market adoption, portfolio mix, and value delivered.
“Arise emerged as a Leader in Everest Group’s Work at Home Agent (WAHA) Customer Experience Management (CXM) PEAK Matrix® Assessment 2021, due to its expertise in running large scale work-at-home agent operations, training of a virtual workforce, and innovations in technology and security solutions,” said Shirley Hung, Vice President, Everest Group. “Arise is successfully catering to volatile market demands created by COVID-19 by leveraging its cloud-based contact center platform, large contractor base, and reliable flex capacity.”
Everest Group’s designation of Arise as a Leader is based on its success in advancing WAHA business practices and continuing to invest in strengthening its overall virtual-first capabilities. Through the development of innovative solutions, expansion in new verticals, and serving various buyer sizes, Arise was found to be one of three companies at the forefront of WAHA CXM innovation. Advanced technology and security capabilities, such as its cloud-based omnichannel platform, agent-assist solutions, real-time agent monitoring systems, and talent management technologies also contribute to Arise’s positioning.
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