Healthcare payer organizations today face growing demands to simplify provider interactions, enhance service quality, and control rising operational costs. At Sutherland, our AI-enabled Customer Experience Management (CXM) for Provider Services is designed to do more than solve problems; we help you reimagine them.
With over 38+ years of experience in healthcare operations, we enable payers to drive deeper engagement and higher satisfaction across every touchpoint of the provider journey.
10-20%
Increase in NPS
<5
Credentialing turnaround time
25%
Reduction in Average Hold Time (AHT)
5-15%
Improvement in resolution and FCR
70%
Increase in agent productivity
30%
Operational cost savings
Our Solutions
Elevate provider interactions and drive long-term loyalty by combining experience design with unified AI-driven data architectures. By embedding AI into live provider workflows, we reduce administrative friction and continuously improve service quality and operational efficiency.
Provider360 & Personalization
Unified view of provider with data-driven insights to accelerate resolutions and enable proactive support
Customer Engagement Strategy
Design provider journeys using data and AI insights to improve engagement and experience outcomes.
Channel & Self-Service
Deliver seamless support across channels with AI-driven self-service and personalized provider interactions.
Contact Center Operations
Enable proactive engagement with AI to improve resolution speed and provider experience.
Agent-Enhancing Technology
Empower agents with AI-driven guidance to improve resolution accuracy and provider satisfaction.
Managed Services
Deliver CX operations with AI-enabled workflows for continuous improvement and operational efficiency.
Omni-channel Engagement
Sutherland Connect manages every interaction across channels with smart interaction routing, call recording, real-time reporting, and complete visibility.
Insights and Analytics
With CX360, you get automated QA, sentiment and survey analysis, next-best-action intelligence, and detailed compliance insights.
Agent Success
A cloud-based AI solution that integrates directly with agent desktops to deliver intelligence-based guidance in the moment.
HelpTree.AI
Smart search and step-by-step support that makes knowledge easy to find and use.
Agent Enhancing Technology
Connect Unified Desktop for embedding multiple applications into one view Real-time workforce tools manage adherence, scheduling, and performance.
Translate.AI
Seamless multilingual support—across any channel, any time.
Why Sutherland
Deep Domain Expertise
With 30+ years of experience and 4000+ payer domain operation experts, we are uniquely positioned to deliver measurable outcomes through our advanced healthcare payer solutions and healthcare payer services.
Cost Savings
Harnessing 15+ payer digital platforms, we can help healthcare payers streamline operations and reduce administrative overhead to reduce costs to enable competitive pricing and optimize resource allocation.
End-to-End Transformation Partner
A carefully selected set of enterprise and point solution partners across the payer value stream help deliver exceptionally engineered experiences.
Outcome-Based Engagement Model
More than 70% of our client engagements use outcome-based/TCO models, meaning we take full ownership across the entire lifecycle to deliver outcomes aligned to specific business goals.