From Cost Center to Profit Engine: 25% Increase in Revenue

Industry: Communications, Media, and Entertainment | Services: Artificial Intelligence

Client Overview

A global leader in the communications industry needed to reimagine its contact center operations, which had traditionally been viewed as a cost burden.

The Challenge

Contact Center Transformation Challenges
The client’s contact center was under pressure to reduce costs while improving customer experiences. Legacy systems, limited automation, and reactive service models prevented the organization from delivering value beyond basic issue resolution.

Sutherland Solution

Sutherland’s AI-Driven Contact Center Solution

Sutherland redesigned the client’s contact center into a modern, AI- and analytics-powered growth hub. We introduced predictive insights, automated workflows, and advanced agent-assist tools. Training was optimized with AI-driven knowledge platforms, enabling agents to deliver proactive, personalized experiences.

The Outcome

Business Outcomes of Contact Center Transformation

By shifting the contact center from a reactive cost function to a proactive revenue engine, Sutherland helped the client achieve measurable business outcomes. Customer interactions became opportunities for engagement and growth, leading to a 25% increase in revenue and a 30% boost in customer satisfaction. Automation reduced operational costs, while digital-first strategies ensured the contact center was equipped to scale seamlessly in a dynamic market.