In a bid to expand its software portfolio even further, Xerox Holdings Corporation announced that it is acquiring CareAR, an augmented reality (AR) support platform company that facilities live access to expertise for customers, employees, and field workers.
CareAR enables remote agents and experts to evaluate a situation virtually and implement a solution using a suite of augmented reality tools through various mediums such as desktop, mobile, and smart glass devices.
As per a statement from Xerox, one-third of field service on-site calls presently necessitate remote expert assistance to resolve issues. However, effective communication is still a major barrier for these services which causes delays and increases equipment downtime, thereby, swelling the costs.
Steve Bandrowczak, President and Chief Operations Officer at Xerox, said “Our software solutions address some of the biggest needs for customers – content management, digital transformation, and personalized communications. And now we’ve added enterprise augmented reality.”
“By combining DocuShare, XMPie, and CareAR, we have a Software business that can together and apart support a wide range of clients’ needs,” he added.
Sam Waicberg, Vice President and General Manager of Digital Services for Xerox and former CareAR Co-founder and CEO will now be leading the newly expanded software arm at Xerox.
CareAR’s platform also offers seamless integration with ServiceNow, a workflow platform. This ensures an end-to-end approach to work orders, cases, and incidents for full visibility and enhanced troubleshooting.
“CareAR’s augmented reality software, which is integrated and certified with ServiceNow, helps customers remotely view and solve service issues,” said Michael Ramsey, Vice President of Customer Workflow Product Management at ServiceNow.
“Xerox’s acquisition of this technology can help drive further opportunities to modernize field service, customer support, and IT services leveraging the power of the Now Platform and CareAR,” he added.
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