Verizon Business and CareAR leverage 5G to transform service delivery and CX

September 20, 2021

CareAR SXM™ Platform to drive next-gen AI/AR-powered service delivery and customer experiences

BASKING RIDGE, N.J. — Today, Verizon Business and CareAR, A Xerox Company, announced a strategic partnership to transform the service and customer experience CareAR can provide to field technicians and customers. Combining Verizon’s 4G, 5G networks, and near real-time compute technology with CareAR’s augmented reality and AI-based platform, technicians can remotely and proactively resolve service issues faster, smarter and safer, leading to a more efficient customer experience.

To stay competitive and attract top talent, businesses need to have a sound digital transformation agenda, leveraging the latest technology and solutions to meet the needs of the evolving global workforce. Verizon’s partnership with CareAR will help with this labor transition by leveraging both network technology and AI/AR to enable swift education and ramp-up of the next generation of digitally native employees, regardless of location, reducing strain during this unprecedented time of workforce evolution. With CareAR, Verizon will deliver real-time support and expert-guided troubleshooting solutions across its portfolio of products and services, creating a new standard of self-service capabilities and personalized “how-to” information for customers and field technicians.

“We’ve seen a dramatic shift in the global workforce. It’s our mission to help our customers navigate today, while identifying strategic paths for innovation and growth,” said Sampath Sowmyanarayan, Chief Revenue Officer, Verizon Business. “Through 5G and edge computing, we can help CareAR deliver advanced AR and AI capabilities on standard mobile, smart glass and drone devices to drive efficiencies and experiences.”

“CareAR is focused on making expertise accessible — instantly and with context. Users are empowered with on-demand visual access to experts and instructional content delivered to their preferred device,” said CareAR’s President, Sam Waicberg. “Our venture with Verizon enables us to push these capabilities even further, resulting in improved customer outcomes and helping to solve great challenges such as  reducing our carbon footprint and bridging the talent gap.”

In 2020, Verizon Business announced the launch of a basic virtual assistant via a video chat app, which has been successful in helping the organization to navigate COVID-inspired safety and distancing requirements for customer support. The partnership with CareAR allows Verizon to accelerate its remote support vision for customers, employees and field techs, focusing on integrating advanced AR and AI-based capabilities that enable proactive self-solve user experiences.

About Verizon Communications

Verizon Communications Inc. (NYSE, Nasdaq: VZ) was formed on June 30, 2000 and is one of the world’s leading providers of technology, communications, information and entertainment products and services. Headquartered in New York City and with a presence around the world, Verizon generated revenues of $128.3 billion in 2020. The company offers data, video and voice services and solutions on its award-winning networks and platforms, delivering on customers’ demand for mobility, reliable network connectivity, security and control.

About CareAR, a Xerox company

CareAR, A Xerox Company, is the Service Experience Management (SXM) leader. We make expertise accessible instantly for users through remote, live visual augmented reality (AR) and AI interactions, instructions and insights as part of a seamless digital workflow experience. CareAR sets the benchmark for the SXM category by bridging skills gaps, accelerating knowledge transfers, providing greater operational efficiencies, and enhancing customer outcomes and safety. Learn more at


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