Sutherland Powers 70% Uplift in Operational Efficiency for Avaya Through Intelligent Automation

Client Overview

Avaya, a global leader in digital communications and cloud business solutions, serves over 220,000 customer locations across 190 countries. With nearly $3 billion in annual revenue.

The Challenge

Disparate Systems and Manual Processes Hindering Efficiency

Avaya’s finance and accounting operations were distributed across multiple disconnected systems – including various CRM and ERP platforms which created process inefficiencies and operational silos. This fragmentation resulted in slow transaction processing, high manual workload for validating sales support requests, and delays in generating critical compliance documents and order forms.

To address these challenges, Avaya required a unified, intelligent solution capable of streamlining workflows, automating repetitive tasks, and significantly improving end-to-end efficiency across its finance and accounting functions.

Sutherland Solution

Streamlining Finance Operations with Robility® Hyperautomation

To address fragmentation and inefficiencies across its finance and accounting processes, Sutherland implemented its Robility® hyperautomation platform, enabling intelligent orchestration of transactional workflows while ensuring integration with Avaya’s complex systems landscape.

1. Intelligent Transaction Processing with Assisted Bots
   Sutherland deployed assisted bots to execute key steps in finance transactions, introducing automation where possible and routing exceptions for human validation, balancing efficiency with control.
2. Automated Validation of Sales Support Requests
   Using codified business logic, bots were designed to automatically collect, verify, and compile the required data to generate compliance workbooks, proposal packages, and order forms – dramatically reducing manual effort and cycle times.
3. Smart Data Extraction and Classification
   The automation engine enabled bots to extract critical pricing information from quotes and intelligently identify request types, geographic details, and operational requirements needed to complete transactions accurately.
4. Seamless System Integration
   To ensure continuity and stability, Sutherland’s bots were integrated natively with Avaya’s existing CRM, ERP, and proprietary tools through secure access to the company’s private network, preserving infrastructure investments while enhancing process agility.

Together, these Robility®-driven initiatives transformed Avaya’s finance operations from fragmented and manual to streamlined, intelligent, and scalable.

The Outcome

Accelerated Productivity and Optimized Cost Efficiency

The deployment of Sutherland’s Robility® hyperautomation platform delivered transformative results across Avaya’s finance and accounting operations. The company realized a 70% increase in productivity by automating repetitive workflows and streamlining transactional processes. Average Handle Time (AHT) was reduced by 60%, enabling faster processing and improved responsiveness. Additionally, the initiative drove a 15% reduction in billing-related costs, reflecting more efficient operations and decreased reliance on manual interventions. 

That’s digital outcomes delivered!