Sutherland's Unified Desktop

It isn’t easy to provide a simple, quick, and memorable experience to health plan members. Today’s contact center processes often include long hold times while the employee looks up information, manages numerous disparate systems, or receives incorrect and delayed claims information. This fragmented process also requires weeks of training, leading to burnout and high turnover. Sutherland set out to transform how members interact with their health plans. We created the Unified Desktop, a proprietary platform that transforms the way employees interact with the members by simplifying the tools and processes they use. Unified Desktop combines information from disparate sources and places all of them into one simple, easy-to-use interface. This simplifies processes, decreases training time, and lowers employee turnover.