Best-in-Class Contact Center Solutions Tailored to Your DNA
The customer service landscape has transformed, shaped by the advancement of digital technologies, changing customer expectations, and evolving business strategies.
With 35+ years of experience managing contact centers for global brands, Sutherland is a pioneer in delivering tailored solutions across the CX spectrum, provided through a seamless “as a service” model.
- Future-Proof Operations. Leverage advancements in data analytics, automation, and AI to enable a range of options, including omnichannel support and self-service.
- Seamless Integration. Easy integration with your CRM systems, helpdesk software, and other key business applications to enable workflow optimization, real-time customer insights, and personalized support across multiple channels.
- Scalable and Flexible. Drive scale and flexibility to keep up with demand without compromising your service levels or cost-effectiveness.
Our Solutions
Delivering industry-leading customer service with tailored solutions across the CX spectrum, provided through a seamless “as a service” model.
Contact Center as a Service (CCaaS)
Operations
- Talent Acquisition. Sutherland’s AI-powered talent acquisition platform enables sourcing, selection, onboarding, and background checks.
- Learning and Development. Sutherland LMS enables new-hire orientation and training, skill development, and management training.
- Quality Assurance. Sutherland LevelUp provides Monitoring and Compliance.
- Workforce Management. Sutherland IEX enables Forecasting, Scheduling, and RTA.
- Reporting. Sutherland’s PBI platform delivers detailed and timely reporting.
Omni-Channel Technology
- Sutherland Connect®. AI-powered intelligent responses via Voice, Email, Chat, SMS, Messaging, and Social.
- Intelligent call routing to ensure efficient call handling.
- Unified Desktop. A single comprehensive view of all systems.
- Sutherland Case Management System for effective case resolution.
- Speech and Text Analytics. Drive improvement with insights on agent performance and customer behaviour.
Agent Enablement
- SmartLeap® HelpTree – AI-powered knowledge platform for agents
- Agent Success. AI-powered aide for customer support agents for more effective service.
- Auto Summarization/Completion. Eliminating the administrative minutiae for better agent productivity.
- Sutherland LevelUp. Agent Communication and Performance Platform
- Sentinel AI Security Suite. Data security suite to safeguard confidential information.
CX Management as a Service (CMaaS)
We design and implement smart omnichannel journeys covering the entire customer experience life cycle – from customer acquisition to sales, service, retention, and support. By leveraging AI and intelligent automation, we streamline contact center operations to eliminate pain points and create lasting connections.
Our Partners
Contact center solutions for optimizing operations and enhancing customer experiences.
Cutting-edge communication and collaboration solutions for enhancing customer engagement.
AI-powered conversational solutions for exceptional customer service experiences.
Solutions for driving call center operational excellence.
Unlocking Digital Performance
Scalable Managed Services
Scale your contact center operations based on demand and adapt quickly to evolving business needs and market conditions.
Improved Total Cost of Ownership
Achieve enhanced financial performance and operational efficiency with improved TCO.
Outcome-Based Partnership Model
With our industry-leading shared success partnership model, rest assured that your business outcomes are always top of mind for us.
Advanced Features and Innovation
Benefit from access to the latest technologies and capabilities and keep elevating service delivery.
Enhanced CX and Loyalty
Provide consistent and seamless customer experiences across various channels and quickly respond to customer inquiries and issues, improving overall satisfaction.