Salesforce Agentforce Contact Center (AFCC) is a native AI contact center built on Salesforce, unifying voice, digital channels, CRM data and AI agents in one platform.
Sutherland, with 38+ years of CX experience and expertise, brings AFCC to life through a dedicated demo organization, use cases, CX transformation frameworks, Salesforce accelerators, a dedicated AFCC practice team and a 3-year ROI calculator to quantify migration impact.
Sutherland is a Tier 1 Priority AFCC partner for Salesforce.
~30%
TCO reduction in 3 years
~2X
ROI in 3 years
10%-15%
AHT reduction and CSAT improvement
~20%
Deflection
Our Solutions
Sutherland’s AFCC solutions combine AI-led contact center use cases with core Salesforce expertise, CX frameworks, migration assets, accelerators and ROI-led operations.
Contact Center Transformation & Migration Framework
Moves fragmented contact center stacks to AFCC.
CX Transformation Framework
Identifies CX friction and AFCC transformation opportunities.
Day-in-the-Life Agent Assessment
Assesses workflows, maturity and automation opportunities.
Sutherland Foundry Infinity Loop
Designs, builds, tests, launches and refines Agentforce solutions.
Org Consolidation & Optimization
Simplifies channels, workflows and contact center admin on Salesforce.
CPQ & Revenue Transformation
Supports Sales and RevOps transformation.
AFCC Agentforce Contact Center
Native AI contact center unifying voice, digital, CRM data and AI agents.
AI-Powered Omnichannel Service
AI-first voice/chat for intent capture, resolution and guided handoffs.
Proactive AI Engagement
Detects known issues and proactively notifies customers.
AI Knowledge & Agent Assist
Creates, governs and recommends knowledge during live interactions.
AI Workflow & Case Resolution
Resolves cross-team dependencies with case and customer context.
Real-Time Experience Intelligence
Unifies analytics across voice, chat, cases, transcripts and outcomes.
Smart AI-to-Human Handoff
Transfers full context so customers do not repeat information.
AI Wrap-Up & Summaries
Auto-generates post-call summaries, case updates and follow-ups.
AFCC ROI Calculator
3-year monthly model for TCO, ROI, savings and stakeholder value.
AI-Powered Managed Services
Managed services for AI-powered Salesforce operations.
Success Metrics Dashboard
Real-time monitoring and ROI tracking.
Best Practice Playbooks
Proven deployment and optimization guides.
Migration
Moves legacy contact centers to AFCC with minimal disruption.
Staffing
Salesforce talent support and practice enablement.
Sales Cloud
Core sales transformation and CRM expertise.
Service Cloud
Core service platform for modern contact center experiences.
Revenue Cloud
Supports CPQ, revenue operations and lead-to-order workflows.
Experience Cloud
Enables connected digital service experiences.
Integrations (MuleSoft)
Connects Salesforce with enterprise systems and data.
Marketing Cloud
Supports customer engagement and journey orchestration.
Financial Services Cloud
Salesforce industry cloud for BFSI customer engagement.
Loyalty Cloud
Supports loyalty-led customer engagement ecosystems.
Health and Life Sciences Cloud
Industry cloud for healthcare and life sciences engagement.
Data Cloud & Agentforce
Unified data and AI agent foundation for Salesforce.
Analytics
Performance visibility and data-driven decision-making.
Agentforce
Autonomous AI Agents powered by Agentforce Platform
Agentforce Contact Center
Unified AI native Contact Center
Native Voice (IVR/IVA)
Enables CRM-native voice, IVR and intelligent virtual agent experiences.
Customer 360
Unifies customer data and interaction history for personalized, contextual service.
Einstein AI Trust Layer
Protects enterprise AI interactions through PII masking, governance and audit controls.
Pre-built AFCC Starter Kits
Speeds AFCC deployment with preconfigured integration and implementation components.
AI Agent Templates & Frameworks
Accelerates AI agent design with reusable templates, patterns and governance frameworks.
Reusable Agent Flow Accelerators
Streamlines common agent workflows through reusable Salesforce automation flows.
Plug & Play Implementation Accelerators
Reduces implementation effort with ready-to-configure deployment components.
CloudTestr
Automate tests 5x faster at 1/5th the cost.
Data MBA
Strengthens data readiness and governance to support Salesforce transformation and AI adoption.
OptiMax
Identifies Salesforce optimization opportunities to improve platform performance and value.
DMS 365
Supports structured management and modernization of enterprise data and digital assets.
Why Sutherland
Tier-1 Priority AFCC Partner
Brings priority alignment with Salesforce to accelerate AFCC opportunities and execution.
Salesforce Managed Partner
Combines a dedicated Salesforce relationship with an AFCC demo environment for faster validation.
Dedicated AFCC Practice
Mobilizes certified Salesforce, AI contact center and Einstein Bots specialists from strategy to scale.
ROI-Led Transformation
Builds a quantified 3-year business case covering TCO, savings, ROI and stakeholder value.
Reusable Delivery Accelerators
Speeds design and deployment with starter kits, agent templates, playbooks and dashboards.
CX Frameworks and Labs
Uses DILA, CX transformation frameworks, Sutherland Labs and Salesforce accelerators to de-risk delivery.