Deliver Exceptional Member Experiences Across Every Touchpoint
For over three decades, we’ve partnered with healthcare payers to move beyond transactions—helping them create connected, meaningful relationships with their members. Whether it’s navigating benefits, resolving an issue, or finding the right care, we make every interaction seamless, personalized, and human. Our customized solutions – powered by a 700+ team dedicated to health plan member servicing help clients deliver holistic, high-quality care by transforming how they engage with members.
Unlocked Digital Performance
We understand that more than 70% of members struggle to navigate their healthcare benefits and services. From long wait times to confusing communication, these gaps hurt trust—and health outcomes. Our solutions – enabled by AI-powered digital tools and domain-led human expertise tackle such tough challenges across the member journey. We simplify interactions, reduce friction, and unlock operational agility—so you can focus on delivering truly patient-centered care. Here’s the impact we deliver:
Operational cost savings
Dynamic staffing efficiencies unlocked
Member interactions managed
Reduction in average handle time
Faster after-call work via AI
Increase in Net Promoter Score (NPS)
Comprehensive Member Services
Elevate exceptional member interactions and drive long-term loyalty.
Engagement Strategy
Unlock human-centered experience design, crafting roadmaps that meet members where they are—through their preferred channels and on their terms.
Omni-channel Experience
Agent Experience
Contact Center Operations
M360 & Personalization
Digital Platforms
Service Excellence
Enabling Digital Platforms
At the heart of our CXM platform are technologies that make life easier for members and agents alike.
Get access to our next-gen CX platforms that harness AI, automation, and analytics to simplify complexity, improve outcomes, and drive smarter decisions—at scale.
Meet providers where they are—with voice, messaging, and chat solutions powered by conversational AI.
- Sutherland Connect manages every interaction across channels with smart interaction routing, call recording, real-time reporting, and complete visibility.
Unlock the full story behind every conversation.
- With CX360, you get automated QA, sentiment and survey analysis, next-best-action intelligence, and detailed compliance insights—100% of the time.
Give your teams answers before they ask.
- Agent Success – a cloud-based AI solution that integrates directly with agent desktops to deliver intelligence-based guidance in the moment.
- HelpTree.AI brings smart search and step-by-step support that makes knowledge easy to find—and even easier to use.
Empower agents with tools that do the heavy lifting.
- Connect Unified Desktop for embedding multiple applications into one view
- Real-time workforce tools manage adherence, scheduling, and performance.
- Translate.AI ensures seamless multilingual support—across any channel, any time.