Offer augmented user support
that focuses on the experience

We integrate virtual agents into existing channels (phone, email, portal, etc.) to make access to support more fluid, more intuitive, and above all, tailored to each user’s profile. With the support of AI, we design customized journeys that dynamically adjust based on context, profile, and usage. Support becomes proactive, more targeted, and higher quality. This significantly improves the first contact resolution rate, reduces processing times, and increases overall user satisfaction.

Artificial intelligence accelerates the transformation of support. Integrated into contact center and ITSM platforms, it gives teams instant, contextual access to knowledge bases—IT, HR, general resources, etc. The result: faster resolutions, greater autonomy from the first level, and a smoother user experience.

With our Smart Shift Left approach, support is no longer limited to IT incidents: we handle all employee business requests on their applications, regardless of the domain or input channel. This unified model breaks down support channel silos, reduces processing times, and simplifies the daily employee experience. More than just an IT resolution center, support becomes an accelerator of operational performance across the organization.

Our control tower centralizes and orchestrates the entire management of the support chain, combining AI, advanced reporting, and real-time analysis. It identifies points of friction, recommends targeted automations, and measures their impact over time. Connected to ITSM platforms and support tools, it acts as a catalyst for Smart Shift Left, fueling a continuous improvement loop across all user interactions and reducing end-to-end resolution times from the user’s perspective.

It also ensures the ethical and secure management of AI within support: performance, consistency, compliance, and reliability are continuously monitored. The result: operational proactivity, smarter and more efficient support, and an ever-optimized employee experience.

To support the transformation of practices and anticipate changes in support, we have created Everience Lab: a digital center of excellence bringing together all our expertise—contact center, ITSM, Microsoft, Nexthink, artificial intelligence, and employee experience.

This laboratory is both a hub of cross-disciplinary expertise and a unique technological environment designed to simulate user journeys, test complex scenarios, and validate new features, particularly those integrating AI, in real-world conditions. Thanks to this infrastructure, we can prototype, experiment, and refine solutions before deployment, guaranteeing our customers support that is innovative, reliable, and perfectly controlled. Everience Lab is our lever for staying at the forefront of digital support.

With AI, self-service is no longer limited to simple FAQs, static forms, or user portals. Thanks to our virtual agents—chatbots and voicebots—connected to knowledge bases and business systems, users can access accurate, personalized, and instant answers at any time, without relying on human assistance. These intelligent agents, connected to knowledge bases and business systems, guide users step by step to a resolution.

The result: a seamless experience, greater autonomy, and a significant reduction in low-value-added tasks for support teams, allowing technicians to focus on strategic projects and increase their skills.

Our expertise doesn’t stop at the workstation. We also support users on critical business applications, whether developed in-house or by major publishers such as Oracle or SAP. By integrating AI into our support tools, we are strengthening our ability to understand usage, anticipate incidents, and accelerate resolution.

AI acts as a relevance amplifier, allowing our experts to focus on in-depth analysis rather than information gathering. This approach, combining human intelligence and technological power, enables us to offer support that is aligned with our customers’ operational and strategic challenges.

At your remote, sensitive, or strategic sites, our AI-enhanced onsite support system gives our teams immediate access to incident history, continuously enriched knowledge bases, and assisted diagnostic tools. Each on-site intervention gains in efficiency, consistency, and contextualization. This enhanced field presence strengthens confidence and is fully integrated into a smart service continuity approach, particularly in environments subject to high regulatory requirements or enhanced security constraints.

For sensitive profiles —executive committees, top managers, business experts— we offer dedicated support that combines human excellence with technological augmentation. Our rigorously selected specialists are supported by AI tools that enable them to personalize their support, anticipate recurring needs, and guarantee maximum responsiveness. The result: a truly distinctive VIP/VOP experience, combining technical expertise (Microsoft, Apple, etc.), absolute discretion, and the ability to quickly resolve critical situations thanks to real-time assisted intelligence.

We operate global support services structured around 12 interconnected service centers aligned with a follow-the-sun model. Thanks to instant translation technologies, both written and spoken, and virtual agents capable of taking over outside business hours, we deliver seamless, natural, and accessible support 24/7/365, in all languages.

This organization ensures continuous, uninterrupted support with consistent service quality, regardless of time zones or activity volumes. Our teams are trained in operational excellence, complying with the most demanding SLAs, with a proven ability to address complex, multi-sector environments.