February 2, 2021 – Xerox Holdings Corporation has recently announced that it has expanded its growing software portfolio with the acquisition of CareAR, an augmented reality (AR) support platform company that provides real-time access to expertise for customers, employees, and field workers.
With CareAR software, remote agents and experts can virtually see a situation and visually guide a solution using a suite of augmented reality tools via desktop, mobile, and smart glass devices, as if they were in-person. According to Xerox, one-third of field service on-site calls today require remote expert assistance to resolve issues but cannot effectively communicate the context of the situation. This can cause delays and increase equipment downtime, which can be extremely costly for organizations.
“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,” said Steve Bandrowczak, President and Chief Operations Officer, Xerox. “By combining DocuShare, XMPie and CareAR, we have a Software business that can together and apart support a wide range of clients’ needs.”
The newly expanded software arm of Xerox’ business will be led by Sam Waicberg, Vice President and General Manager of Digital Services for Xerox and former CareAR Co-founder and CEO prior to acquisition.
CareAR’s platform also integrates with workflow platform ServiceNow, ensuring an end-to-end approach to work orders, cases and incidents for full visibility and better 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.”
According to Xerox, ServiceNow is currently collaborating with Deloitte to integrate the CareAR platform for ServiceNow into the operations service systems and support workflows for joint clients.
“Xerox’s CareAR augmented reality platform provides us an ability to extend our market leading, industry-focused ServiceNow offerings”, said Asish Ramchandran, Principal, Deloitte Consulting LLP. “CareAR represents the next mile in the digital transformation journey of organizations and together we have the ability to deliver next generation solutions that drive greater outcomes and value for our collective clients.”
CareAR is the latest addition to a series of solutions Xerox has launched to provide digital transformation tools to customers. These include automation and centralization solutions like DocuShare, a content management platform providing tools to help automate processes and support cloud-enabled digital transformation; and XMPie, a flexible technology that allows customization and personalization of assets across customer touchpoints, both online and offline, for full marketing campaign integration.
In acknowledgement of the acquisition, CareAR has announced that it is offering a free trial of its platform. For more information on CareAR and its augmented reality solutions for enterprise, please visit the company’s website.
Image credit: CareAR / Xerox
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About the author
Sam is the Founder and Managing Editor of Auganix. With a background in research and report writing, he has been covering XR industry news for the past seven years.