Sutherland: Pure Tech Engagement

Solution Requirement

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. It has been helping customers across industries from financial services to healthcare,
achieve greater agility through transformed and automated customer experiences for over 30 years.

Solution Deployment

Sutherland, a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done, has deployed PureEngage, an omnichannel customer engagement and employee collaboration offering from Genesys, the global leader in omnichannel-customer experience and contact centre solutions. Today, Sutherland uses PureEngage to provide improved CRM integrations, enhanced IVR and workforce optimization capabilities, and omnichannel self-service, beginning with 2,000 agents in a new state-of-the-art delivery centre in Las Vegas.

Solution Benefits

PureEngage replaced more than eight disparate platforms that were not well-integrated and required extensive manual efforts to eliminate redundancy and ensure accurate reporting and harmonious performance.

PureEngage has surpassed the company’s expectations so far and Nicholas plans to eventually transition more clients over time as legacy systems still supported by Sutherland become unable to handle new performance requirements.