Taiwan’s EPN.Cloud partners with Freshworks in APAC

EPN.Cloud, a subsidiary of eCloudvalley Group, and Freshworks join forces to enable the growth and efficiency of APAC businesses with uncomplicated, AI-powered customer and employee service software.

Taiwan’s EPN.Cloud will serve as Freshworks distribution partner in the Asia Pacific region. The cloud-native distributor, which is a subsidiary of eCloudvalley Group, will support the development of reseller channels and promoting people-centric AI solutions to provide businesses with innovative customer and employee engagement solutions, empowering their digital transformation and operational growth.

With the global IT Service Management (ITSM) market projected to grow from US$10.51 billion in 2023 to US$ 36.78 billion by 2032, as projected by Fortune Business Insights, the customer engagement solutions market is expected to expand to US$48.51 billion by 2032.

For James Yeh, General Manager of EPN.Cloud, these figures indicate significant market growth in these sectors over the coming years.

“While ServiceNow holds strong brand influence in the ITSM space, its solutions are often designed for large enterprises, exceeding the practical needs of mid-sized enterprises with high costs and complex features. In contrast, Freshworks focuses on mid-sized and rapidly growing businesses, offering uncomplicated software that delivers rapid impact,” said Yeh.

Yeh also highlighted that Freshworks’ ITSM capabilities have been significantly enhanced after acquiring Device42, providing comprehensive functionalities at lower costs that better align with business needs.

“Our partnership with Freshworks targets this market gap, delivering tailored ITSM and customer engagement solutions to help customers achieve their goals with faster deployments and reduced capital expenditures. Looking ahead, we will work closely with Freshworks to deepen our presence in the APAC market, develop regional reseller channels, and enhance our competitive edge.”

Varun Vig, Senior Director of Channels and Partnerships for Freshworks APAC, Japan and India commented, “Freshworks specializes in delivering uncomplicated service software that helps organizations deliver exceptional customer and employee experiences. From streamlined IT service management for employee engagement to omnichannel customer service solutions, our AI service software enhances the productivity and effectiveness of teams across the business.”

With the acquisition of Device42, Freshworks has integrated robust ITOM (IT Operations Management) and ITSM capabilities. The synergy between Freshworks and Device42 solutions provides businesses with a unified service platform, enabling advanced IT asset discovery, application dependency mapping, and improved risk prediction and incident resolution.

Looking at the partnership, EPN.Cloud will promote several key Freshworks solutions. This includes Freshworks’ ITSM, IT Asset Management and Customer Service Management. Freshwork’s Customer Service Management also comes with Freddy AI, enabling the solutions to be further strengthened and allowing businesses to better predict customer needs, elevate service quality, and improve operational efficiency.