Sutherland Robility® Bots Change the Operations Game for Avaya

Global technology provider undergoes digital transformation leveraging bot technology for optimal balance between automation and human interaction.

The Challenge

Digital Optimization With a Human Touch

Avaya is an innovative, American multinational technology company and a worldwide leader providing digital communications, enterprise products and cloud business solutions to 220,000 locations in 190 countries, generating nearly $3 billion in revenue in 2020. Sutherland was running the business’s finance and accounting operations using a solution to organically interact with Avaya’s CRM, ERP application and other necessary resources accessed through the company’s private network.

Avaya sought to optimize further by turning to Sutherland for a digital transformation solution capable of increasing productivity by integrating the company’s disparate finance and accounting tools and resources while improving the necessary human component.

The Outcome

End-to-End Process Streamlining Through Hyperautomation

Sutherland leveraged its Robility hyperautomation solution to implement an assisted bot to perform key steps in transaction operations while allowing human process validation. By codifying all the steps for validating sales support requests, the bots were able to seamlessly gather all the necessary data to generate vital documents including compliance workbooks, proposal packages and order forms.

They were also able to extract pricing details from quotes as well as identify various request types, locations and requirements to complete the transactions. Sutherland’s Robility® solution helped Avaya realize a 70 percent increase in productivity along with a 15 percent reduction in billing costs and a 60 percent reduction in average handle time (AHT) per transaction.

15%

Reduction in billing

60%

Reduction in AHT

70%

Improvement in productivity