CareAR and CBA Announce Partnership to Expand Service Experience Management (SXM) into Asia-Pacific and Japan

CareAR, a Xerox company and service experience management (SXM) market leader, announced a partnership with Communication Business Avenue (CBA) to provide its SXM platform to  enterprises in Japan and Asia-Pacific. CBA, a leading solutions integrator and call center technology service provider in Japan, has more than 900 global customers, including 400 contact center customers representing more than 40,000 call center agents worldwide.

Through this partnership, CBA will provide an expanded go-to-market reach into the region by establishing a CareAR center of excellence, including an end-to-end service transformation practice utilizing the CareAR SXM platform suite available in Japanese, Indonesian, Chinese Mandarin, and Malay languages. Customers in the region and worldwide can benefit from additional capabilities with CareAR’s enterprise visual AR and AI-powered service experience platform.

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These capabilities empower remote contact center agents and experts, along with on-site technicians, employees, and customers with live visual AR assistance and AI-based, self-guided instructions on their devices of choice, including desktop, mobile, wearables, and drones.

Working together, CBA will deliver impactful outcomes that optimize operational efficiencies and customer experiences, by virtualizing many of the manual processes that are pervasive through common customer service, field service, and IT service operations. These include extending workflows with remote visual diagnosis and troubleshooting, self-guided intelligent visual instructions for employees and customers, and automating visual task and state detection for improving the quality and consistency of completed work.

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“This partnership best exemplifies the intersection between innovation and market expansion,” said Sajeel Hussain, Chief Revenue Officer, CareAR. “While CareAR’s platform brings easy-to-create content, remote and self-solve service experiences using AI and AR, our solutions need to be leveraged at a global scale to make a bigger impact. That’s where a partner like CBA comes in. They have a proven track record of taking solutions to market and accelerating growth. And with their services practice around the CareAR platform and established customer and partner network in Asia-Pacific and Japan, we are excited to bring our SXM platform to this region, transforming customer and employee service engagement to reduce costs, optimize experiences, and ignite brand differentiation.”

“We are very excited about this partnership to bring Xerox and CareAR technology to the very companies and people who need it,” said Hiroshi Shibayama, CEO, CBA-Japan. “We are also proud to work not only with CareAR’s game-changing technology, but also with the dedicated professionals there. We look forward to collaborating to provide the best possible service to our clients in Japan, Asia-Pacific, Europe, and the U.S., as well as working as one team to nurture and expand our partnership.”

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