EPN.Cloud and Freshworks join forces to enable the growth and efficiency of APAC businesses with AI-powered customer and employee service software.
EPN.Cloud, Taiwan’s first cloud-native distributor, has partnered with Freshworks to be its APAC distribution partner.
The partnership will support the development of reseller channels and promote people-centric AI solutions to empower digital transformation and operational growth.
James Yeh, General Manager, EPN.Cloud, said: “According to a report by Fortune Business Insights, the global IT Service Management (ITSM) market is projected to grow from US$ 10.51 billion in 2023 to US$ 36.78 billion by 2032 – with a compound annual growth rate (CAGR) of 15.1% during the forecast period.
“Meanwhile, the customer engagement solutions market is expected to expand from US$ 24.36 billion in 2025 to US$ 48.51 billion by 2032 – growing at a CAGR of 10.3%. These figures indicate significant market growth in these sectors over the coming years.
“Freshworks focuses on mid-sized and rapidly growing businesses, offering uncomplicated software that delivers rapid impact. Particularly after acquiring Device42, Freshworks’ ITSM capabilities have been significantly enhanced, 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, Freshworks APAC, Japan and India said: “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.
Key Freshworks solutions to be promoted by EPN.Cloud include:
- IT Service Management (ITSM): Designed for internal enterprise use, offering flexible ITSM solutions that efficiently manage IT services while improving service delivery accuracy and speed.
- IT Asset Management (ITAM): Following the integration of Device42’s ITAM capabilities into Freshworks’ ITSM platform, this comprehensive IT operations solution stands out against competitors like ServiceNow and Atlassian, offering strong advantages in asset and issue management.
- Customer Service Management: Focused on external customers, this AI-powered multi-channel platform enables businesses to address customer needs efficiently, automate customer service processes, and enhance satisfaction. With the inclusion of Freddy AI, Freshworks solutions are further strengthened, allowing businesses to better predict customer needs, elevate service quality, and improve operational efficiency.
