Case Studies Scaling Up Securely, Everise Leverages Globally Dispersed Workforce to Deliver New Client Solutions

Edit This Case Study Record

	Scaling Up Securely, Everise Leverages Globally Dispersed Workforce to Deliver New Client Solutions

Scaling Up Securely, Everise Leverages Globally Dispersed Workforce to Deliver New Client Solutions

Technology Category	Analytics & Modeling - Machine Learning Analytics & Modeling - Predictive Analytics
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Business Operation Quality Assurance
Services	System Integration Training
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.” Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Analytics & Modeling - Predictive Analytics

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Business Operation

Quality Assurance

Services

System Integration

Training

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.”

About 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.

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.

Impact #1	Abnormal saves Everise considerable time by eliminating the need to manually remediate email attacks and takes the pressure off to evaluate emails for threats.
Impact #2	Everise relies on Abnormal’s behavioral AI-based detection engine to recognize legitimate senders and requests, allowing for faster response times and improved customer experience.
Impact #3	Abnormal provides real-time visibility into email threats, offering detailed insights and weekly leadership reviews, which enhances security insights and helps understand the ROI on Abnormal.

Impact #1

Abnormal saves Everise considerable time by eliminating the need to manually remediate email attacks and takes the pressure off to evaluate emails for threats.

Impact #2

Everise relies on Abnormal’s behavioral AI-based detection engine to recognize legitimate senders and requests, allowing for faster response times and improved customer experience.

Impact #3

Abnormal provides real-time visibility into email threats, offering detailed insights and weekly leadership reviews, which enhances security insights and helps understand the ROI on Abnormal.

Benefit #1	15 hours saved per SOC team member each week
Benefit #2	Protected more than 15,000 mailboxes
Benefit #3	Stopped thousands of phishing attacks across more than 15,000 Everise inboxes

Benefit #1

15 hours saved per SOC team member each week

Benefit #2

Protected more than 15,000 mailboxes

Benefit #3

Stopped thousands of phishing attacks across more than 15,000 Everise inboxes

Download PDF Version

Overview

Scaling Up Securely, Everise Leverages Globally Dispersed Workforce to Deliver New Client Solutions

Operational Impact

Quantitative Benefit