The Industry Shift
Customer expectations have reset. They want instant, contextual, hyper-personalized and secure help on their channel of choice, while regulators demand fair outcomes, transparent audit trail and operational resilience. Financial Institutions need to be agile to succeed in a fast changing environment. AI makes this possible, but only when paired with empathy, customer-focussed mindset and data-driven approach.
Why act now
⦁ Enhance NPS and customer loyalty with faster, more accurate and personalized answers
⦁ Reduce operating expense by automating the front and back office
⦁ De‑risk compliance with auditable journeys and policy‑aligned guidance
DIGITAL OUTCOMES DELIVERED
Lower service cost
Reduction in handle time
CSAT Uplift
Reduction in customer complaints
What’s Driving Change
AI-first Expectations
70% of banking customers expect AI to enhance response accuracy and speed
Cost-to-serve Pressures
BFS organizations seek up to 40% operations cost takeout through AI and automation
Compliance and Resilience
UK FCA’s Consumer Duty and US CFPB mandates are elevating the importance of measurable CX outcomes
Sutherland CX Solution: An Overview
Sutherland’s AI-powered CX ecosystem unifies omnichannel engagement, workforce intelligence, analytics and automation to transform customer journeys. We help BFS enterprises simplify operations, improve satisfaction, and achieve compliance — all while scaling efficiently. Unlike traditional contact center providers, Sutherland integrates products, platforms, and managed services to deliver outcomes across every customer touchpoint.
How we help
- Multilingual, omni-channel CX and Technical Support
- Personalized, context-aware CX
- Seamless omnichannel engagement
- Faster lead conversion
- Intelligent cross-sell and up-sell
- Built-in fraud prevention and compliance
- Stronger loyalty and retention
Why act now
- Faster, consistent customer service across every channel
- Growth and customer retention
- Reduced cost-to-serve through AI and hyper automation
- Embedded compliance and insight-led quality control
Testimonials
Sutherland CX Transformation Capabilities for Financial Services
Automate. Analyze. Augment.
Sutherland helps financial institutions modernize CX across every touchpoint and BFS function by combining AI, automation, and domain expertise. Our capabilities are organized around three core transformation pillars—Automate, Analyze, and Augment—each engineered and continuously evolved by Sutherland Labs, our applied AI and innovation arm.
Continuously analyze customer interactions, agent performance, and operational signals to drive quality, compliance, and continuous improvement.
Workforce Engagement & Performance
⦁ Empower frontline teams with insight-led next best actions and performance intelligence.
⦁ Predictive scheduling and AI-led performance analytics
⦁ Automated QA covering 100% of customer interactions
⦁ Personalized coaching using behavioral and sentiment insights
Powered by: Sutherland CX360®, Sutherland Agent Success
Speech, Text & Risk Analytics
Convert conversations into actionable insight across CX and risk.
⦁ Speech and text analytics for sentiment, intent, and trends
⦁ Real-time SLA, KPI, and performance monitoring
⦁ Risk, compliance, and anomaly detection across interactions
Powered by: Sutherland CX360®, Sutherland Sentinel AI®, Sutherland Labs
Augment human performance with GenAI, unified tools, and real-time guidance to deliver consistent, high-quality CX.
Unified Agent Experience
Give agents a single, intelligent workspace to resolve faster.
⦁ Unified desktop integrating systems, workflows, and data
⦁ 360 degree view of the customer
⦁ Embedded BFS applications and contextual insights
⦁ Reduced handle time and improved first-contact resolution
Powered by: Unified Desktop
Agent Assistance & Knowledge Intelligence
Support agents in the moment with GenAI-driven guidance.
⦁ Real-time next-best-action recommendations
⦁ Real-time translations
⦁ Automated call summaries and sentiment cues
⦁ GenAI-powered knowledge search and guided resolution
Powered by: Sutherland Agent Success, SmartLeap® HelpTree, Conversational AI, Sutherland Labs, Sutherland Translate AI®
Digital & Omnichannel Engagement
Meet customers where they are—securely and seamlessly.
⦁ Unified engagement across voice, chat, app, web, SMS, and social
⦁ Secure co-browse, identity verification, and policy-guided responses
⦁ Proactive lifecycle outreach for collections, renewals, and retention
Powered by: Sutherland Connect®, Conversational AI
Hyper-Automate end-to-end BFS workflows to reduce manual effort, improve speed, enhance self-serve and ensure compliance by design across onboarding, servicing, transacting, disputes, and financial crime operations.
Work Automation & Intelligent Routing
Banking interactions are time-sensitive and regulation-driven. Our automation ensures the right work reaches the right expert instantly.
⦁ Intelligent routing based on product, priority, and customer value
⦁ Real-time workload balancing to meet SLAs and reduce wait times
⦁ Automated triage, exception handling, and audit trails
Powered by: Sutherland Connect®, Sutherland FinTelligent
Onboarding & Servicing Operations
Digitize and accelerate customer journeys from KYC to ongoing servicing using AI and document intelligence.
⦁ Automated ID verification, data capture, and validation
⦁ Streamlined workflows for account, loan, and card onboarding
⦁ Exception handling and straight-through processing
Powered by: Extract.AI, Robility®, Sutherland FinTelligent
AI & Automation in Service
Deliver faster resolutions with intent-driven self-service and AI-assisted servicing.
⦁ Intelligent self-service for balances, transactions, and claims
⦁ Context-aware automation for complex servicing and disputes
⦁ Automated wrap-up, redaction, and compliance controls
Powered by: Conversational AI, Sutherland Agent Success
Agentic AI
Move beyond scripted automation to autonomous, goal-driven execution.
⦁ AI agents that plan, decide, and act across BFS workflows
⦁ Autonomous resolution for high-volume, low-risk service requests
⦁ Human-in-the-loop escalation for regulated scenarios
Powered by: Robility®
Elevated by The Sutherland Labs
Sutherland Labs is Sutherland’s applied innovation and engineering arm, where advanced AI, Agentic AI, and GenAI solutions are designed, tested, and scaled for real-world enterprise use. Embedded across the Automate, Analyze, and Augment pillars, Labs ensures every CX capability is secure, explainable, compliant, and production-ready for highly regulated financial services environments.
From building autonomous AI agents and GenAI accelerators to operationalizing analytics, automation, and unified experiences, Sutherland Labs turns innovation into measurable CX and business outcomes.
BFS Contact Center as a Service (CCaaS)
Sutherland’s BFS CCaaS brings together omnichannel technology, conversational AI, workforce intelligence, and domain-led delivery into a single managed service offering. We integrate front, middle, and back-office CX operations with built-in compliance, automation, and analytics—so BFS enterprises can scale faster, reduce cost-to-serve, and deliver consistent experiences across every customer touchpoint.
Omnichannel Customer Engagement
Engage customers seamlessly across channels with consistent service quality and context continuity.
- Voice, digital, social channels
- Unified customer context
- Secure, compliant engagement
Tech & Digital Infrastructure
Delivery & Support
Insights, Automation & Integration
Who We Serve
Capital Markets
Service desk, client onboarding support and secure collaboration
Consumer Lending & Auto Finance
Proactive outreach, hardship support and compliant collections
Fintechs & Digital Banks
Scale CX and Tech support without scaling cost; accelerate product support
Cards & Payments
Disputes automation, fraud alerts and secure digital care
Credit Unions
Member‑centric engagement with enterprise‑grade AI
Retail & Consumer Banking
Faster servicing, fair outcomes and lower cost to serve
Our AI-Powered CX Product Suite
Unify engagement, automation, and intelligence into one cohesive CX ecosystem designed for financial services.
Enterprise-grade omnichannel platform for secure, seamless interactions across chat, voice, social, and messaging
Sutherland Connect®Smart self-service through AI bots and virtual assistants using advanced intent detection and orchestration.
Sutherland Conversational AIAI‑driven quality automation and performance intelligence that scores every interaction, surfaces insights, and guides improvement.
Sutherland CX360®Banking-specific workflow automation for servicing, disputes, onboarding, and operations.
Sutherland FinTelligentReal-time coaching, call summarization, and next-best-action guidance to elevate agent productivity.
Sutherland Agent SuccessSmarter knowledge management for superior customer experience – powered by GenAI.
SmartLeap® HelpTreeManage a remote workforce from anywhere in the world.
Sutherland Anywhere®AI-led risk, compliance, and fraud intelligence that monitors interactions, detects anomalies, and embeds controls across CX operations.
Sutherland Sentinel AI®A single, intelligent agent workspace that unifies applications, data, workflows, and insights for faster resolution and lower handling time.
Sutherland Unified DesktopWhy Sutherland?
Agentic AI for BFS – 80+ AI Agents
14+ AI and Analytics Platforms for BFS
AI built for BFS — Domain-trained models and workflows accelerate impact
Best in class CX and Technical support with deep domain expertise
Human + machine orchestration — Blending empathy with intelligence for real outcomes
Regulatory confidence — Compliance and redaction built into every process
Outcome-based delivery — BPaaS flexibility across design, analytics, and operations
11000+ FTEs and 55+ Customers
Analyst Recognitions
Sutherland Named Star Performer in Everest Group’s 2025 Financial Crime and Compliance (FCC) Operations Services PEAK Matrix® Assessment
Sutherland Recognized as: Major Contender – Everest Group Digital Workplaces Service PEAK Matrix Assessment 2024 | Mid-market Enterprises
Placed in ‘Major Contenders’ category in its 2024 PEAK Matrix Assessment for T&S – Content Moderation
Placed in ‘Star Performer’ category in its 2023 Peak Matrix Assessment for Banking Operations Services
Placed in ‘Major Contenders’ category in its 2023 Peak Assessment Matrix for Banking Operations Services
Placed in the ‘Horizon 1’ category of the HFS Horizons: The Best Service Providers for Retail Banks 2023
Placed in the ‘Horizon 3’ category of the HFS Horizons: Customer Experience Service Providers, 2024
Our Partners
Delivering cutting-edge enterprise solutions for accelerating digital transformation journeys.
Harnessing the power of CRM solutions to transform customer experience.
Enabling simplified digital workflows and enhanced service management capabilities.
Empowering organizations to deliver exceptional customer support experiences.
AI-powered conversational solutions for exceptional customer service experiences.
Enabling streamlined operations and exceptional customer experiences.
Meet Our Experts
