Expertise trumps technology in customer experience transformation projects

Robyn O’Reilly CEO cutting the cake with MD Mark Charlesworth

Auckland, 26 August 2019 – As Pyrios celebrates its 20-year anniversary, the company is looking beyond simply technology to ensure its clients consistently deliver interactions to satisfy a new generation of customers.

Pyrios chief executive officer Robyn O’Reilly said the company had refined its offerings in recent months to reflect how it believed the market is evolving.

“We’ve re-organised our portfolio to go beyond technology to deeper consulting, ensuring our clients invest in changes that are important to their customers and how they want to experience the brands in their lives.”

Pyrios’ customer base largely comprises enterprise service providers, which O’Reilly said typically aim to provide “consistently connected experiences across multiple channels.”

She said mobile technologies, widespread adoption of social media, and the potential of AI, raised big questions that many clients can’t answer on their own.

Pyrios 20th Anniversary“You’ve got to start with the customer experience and work back toward the technology – and not just what technology does today, but what it must be capable of in the future,” said O’Reilly.

O’Reilly and other senior managers, including Tony Jayne, CEO of sister company Virsae, and Mark Charlesworth, managing director of parent company Comworth Group, reflected on the past and pondered the future at Pyrios’ 20th anniversary celebration, held at the company’s headquarters at the B:HIVE in Smales Farm, Takapuna, last Thursday.

Speakers took an audience of mainly clients and partners on a nostalgic arc, starting with the company’s genesis, when Comworth Systems – then a distributor of OKI phones – purchased Fisher & Paykel’s telco business to form Agile under a management shareholding, which grew to become Avaya’s leading local partner.

Other milestones included the 2008 sale of Agile Software – the developer of a call centre system for SMEs called Contact Centre Express – to Avaya. Shortly thereafter Agile established a foothold across the Tasman, opening an office in Sydney and, later, offices in Melbourne, Canberra, and Perth.

Meanwhile Agile’s developers provided the grunt for the formation of sister company and UC service management specialist Virsae, launched in 2013.

Agile was rebranded as Pyrios in 2016 – a move reflecting a new vision for customer engagement and integration and management services.

Since then Pyrios has broadened its technology stable, while sharpening its focus on consulting and integration expertise, partnering with Interactive Intelligence (now called Genesys PureCloud) to beef up its cloud contact centre offerings and, in the year following, snapping up a 30 per cent stake in Microsoft integrator UC Logiq.

O’Reilly said that despite changes to its business and attention shifting to cloud technologies, configuration, and integration services, Pyrios had maintained longstanding relationships with many clients.

“With so much hype in our industry it’s easy to be distracted from the importance of people and how you support them on their journey,” she said. “There’s something to be said for a familiar face who knows your business inside and out.”

Pyrios has 55 employees and offices in Auckland, Wellington, Sydney, Melbourne, Canberra, and Perth.