Scaling Up Securely, Everise Leverages Globally Dispersed Workforce to Deliver New Client Solutions
Company Size
1,000+
Region
- America
- Asia
- Europe
Country
- Guatemala
- Ireland
- Japan
- Malaysia
- Philippines
- United States
Product
- Abnormal AI-based Detection Engine
- Abnormal Abuse Mailbox
- Office 365
Tech Stack
- AI
- Machine Learning
- Behavioral AI
- Email Security Tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Brand Awareness
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Machine Learning
- Analytics & Modeling - Predictive Analytics
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
- Quality Assurance
Services
- System Integration
- Training
About The Customer
Everise has been revolutionizing customer experiences since 2016. Combining technologies like AI and robotic process automation (RPA) with a focus on people, Everise provides innovative customer and technical support services to enterprises and high-growth companies in healthcare, technology, travel, logistics, and other industries in the Americas, Europe, and Asia. While Everise helps its clients reduce costs, protect their brands, and moderate their content, it also cultivates an internal culture that routinely wins awards for technology innovation, leadership, and employee experience. By 2020, Everise had 4,500 employees in the United States, Guatemala, Ireland, Japan, Malaysia, and the Philippines, who are now working remotely. By mid-2021, Everise had more than 11,000 employees to meet new demand for outsourced services.
The Challenge
By mid-2021, Everise had more than 11,000 employees to meet new demand for outsourced services. But the shift to remote work brought new email security risks. “Our people are good at what they do, but they’re not email security specialists, and attackers know that. That’s why ransomware, social engineering, and email attackers go after the human ‘soft targets’—to get results.” Everise sought new protection to excel at employee and customer experience. As Everise worked to quickly extend its on-premises security practices to executive and employee home offices, they also had to contend with a rising tide of email attacks that were tailored to get past their existing security, including email security tools in Office 365 and employees’ security awareness training. “We started to see a large increase in the number of BEC attacks and social engineering attacks, primarily targeting senior leadership. We saw emails impersonating clients with fraudulent invoices seeking payment. Credential phishing emails impersonated our CEO and service providers like DocuSign,” said Amy Grisham, Director of IT Governance and Compliance. “We needed to stop these threats and to confidently recognize those emails coming from legitimate senders.”
The Solution
Everise implemented Abnormal's AI-based detection engine to recognize legitimate senders and requests, which significantly reduced the need for manual remediation of email attacks. Abnormal functions as a trusted partner to analyze emails, allowing Everise to respond to incoming messages faster and provide the best possible customer experience without delay. Additionally, Abnormal provides real-time visibility into email threats, offering weekly leadership reviews with seven-day reports on the number of attacks stopped, trends, top impersonations, and top recipients of phishing attacks. The Abnormal dashboards offer detailed insights, such as user behavior and operating systems, which are not available with many other tools. Abnormal also empowers employees to take an active role in threat prevention without overloading the SOC team. Employees can report suspicious emails, and Abnormal’s Abuse Mailbox automatically investigates and determines whether they are safe, malicious, or spam. If malicious, Abnormal automatically removes the emails from all inboxes. This comprehensive solution allows Everise to focus on delivering exceptional customer experiences and growing its business.
Operational Impact
Quantitative Benefit
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