The Challenge
Delivering a Global Customer Service Experience
Investing more than $3B in the launch of a new global streaming entertainment service, our client sought a partner that could match their industry-leading mindset. To scale at pace, they needed:
- A modern infrastructure that could scale with them as they grew at a never-before-seen pace, and
- AI-powered customer service capabilities to ensure they could deliver global experiences that were exceptional and differentiated – and true to their brand.
Our client’s existing infrastructure was fragmented and outdated, while reliance on multiple customer service providers meant they were delivering inconsistent experiences. For their vision to become a reality, all their existing providers needed to be on a single global platform. Our client also needed a customer service model that could rapidly scale without any downtime in order to achieve anticipated revenues.
To make informed, rapid decisions that met growth targets, advanced analytics and customer insights were also on top of our client’s list. It was crucial that the customer service platform provided advanced features such as real-time speech analytics for a truly cutting-edge customer experience.
And the icing on the cake; all of this had to be in place in less than six weeks.
The Outcome
Best-in-Class Platforms and Technology for a Flawless, On-Time Launch
Throughout the competitive pitch process, other providers focused on the enabling technology rather than the end user experience. And each presented a lengthy implementation timeline. Sutherland’s 37+ years of driving transformation and delivering exceptional experiences to end customers, made us the obvious choice. And we had the capability and expertise to get it done on time.
Leveraging Sutherland Connect®, we delivered end-to-end transformation for the client. Having deployed Sutherland Connect® previously, our client decided to utilize the hosted platform to manage all channel touchpoints during the launch of their video streaming service, introducing a fully automated conversational AI system.
Our global team of professionals then facilitated user-centered design workshops to further optimize the customer experience ahead of the launch. On day one, and after going live on schedule, the platform comfortably handled 16x the number of customer interactions anticipated.
Leveraging cognitive AI and advanced analytics, we took a holistic approach to automation. Recording and analyzing every customer interaction through machine learning, we drove insights into customer sentiments and engagement, helping deliver a frictionless experience.
The efficiency and scalability of the Sutherland Connect platform enabled us to ramp up easily to support additional providers and new sites, meeting historic demand with zero downtime and disruption. That’s digital performance unlocked and measurable results delivered!
Concurrent customer interactions per second
Capacity expansion within the first four weeks to meet demand
Managed interactions on day one
Want to Learn More About Our Insight & Design Services?
Services
Digital CX, Automation, Data & Analytics, AI, Connect®
Industry
Communications, Media & Entertainment
