Modern customer expectations require seamless, omnichannel engagement and rapid resolution. Sutherland’s Contact Center as a Service (CCaaS) combines close to four decades of operational excellence with automation to deliver context center solutions that scale with your business.
By integrating AI, automation, and real-time analytics, we streamline operations and eliminate friction points. Whether managing high-volume voice or digital messaging, our “as a service” model ensures consistent, high-quality support that builds long-term loyalty and optimizes your total cost of ownership.
$16M
Uplift in revenue
40%
Cost optimization
60%
Reduction in Average Handling Time
25%
Uplift in efficiency
15%
Revenue loss prevention
99%
First-contact resolution
Our Solutions
Delivering industry-leading customer service with tailored solutions across the CX spectrum, provided through a seamless “as a service” model.
Operations
- Talent Acquisition. Sutherland’s AI-powered talent acquisition platform enables sourcing, selection, onboarding, and background checks.
- Learning and Development. Sutherland LMS enables new-hire orientation and training, skill development, and management training.
- Quality Assurance. Sutherland LevelUp provides Monitoring and Compliance.
- Workforce Management. Sutherland IEX enables Forecasting, Scheduling, and RTA.
- Reporting. Sutherland’s PBI platform delivers detailed and timely reporting.
Omni-Channel Technology
- Sutherland Connect®. AI-powered intelligent responses via Voice, Email, Chat, SMS, Messaging, and Social.
- Intelligent call routing to ensure efficient call handling.
- Unified Desktop. A single comprehensive view of all systems.
- Sutherland Case Management System for effective case resolution.
- Speech and Text Analytics. Drive improvement with insights on agent performance and customer behaviour.
Agent Enablement
- SmartLeap® HelpTree – AI-powered knowledge platform for agents.
- Agent Success. AI-powered aide for customer support agents for more effective service.
- Auto Summarization/Completion. Eliminating the administrative minutiae for better agent productivity.
- Sutherland LevelUp. Agent Communication and Performance Platform.
- Sentinel AI Security Suite. Data security suite to safeguard confidential information.
CX Management as a Service (CMaaS)
We design and implement smart omnichannel journeys covering the entire customer experience life cycle – from customer acquisition to sales, service, retention, and support. By leveraging AI and intelligent automation, we streamline contact center operations to eliminate pain points and create lasting connections.
- Talent Acquisition. Sutherland’s AI-powered talent acquisition platform enables sourcing, selection, onboarding, and background checks.
- Learning and Development. Sutherland LMS enables new-hire orientation and training, skill development, and management training.
- Quality Assurance. Sutherland LevelUp provides Monitoring and Compliance.
- Workforce Management. Sutherland IEX enables Forecasting, Scheduling, and RTA.
- Reporting. Sutherland’s PBI platform delivers detailed and timely reporting.
- Sutherland Connect®. AI-powered intelligent responses via Voice, Email, Chat, SMS, Messaging, and Social.
- Intelligent call routing to ensure efficient call handling.
- Unified Desktop. A single comprehensive view of all systems.
- Sutherland Case Management System for effective case resolution.
- Speech and Text Analytics. Drive improvement with insights on agent performance and customer behaviour.
- SmartLeap® HelpTree – AI-powered knowledge platform for agents.
- Agent Success. AI-powered aide for customer support agents for more effective service.
- Auto Summarization/Completion. Eliminating the administrative minutiae for better agent productivity.
- Sutherland LevelUp. Agent Communication and Performance Platform.
- Sentinel AI Security Suite. Data security suite to safeguard confidential information.
We design and implement smart omnichannel journeys covering the entire customer experience life cycle – from customer acquisition to sales, service, retention, and support. By leveraging AI and intelligent automation, we streamline contact center operations to eliminate pain points and create lasting connections.
Industry Focus
Communications, Media & Entertainment
Manage high-volume subscriber support and technical troubleshooting with ease.
Healthcare
Deliver HIPAA-compliant patient scheduling and telehealth support for improved outcomes.
High Tech
Drive adoption and loyalty through expert technical support and hardware diagnostics.
Resources, Energy & Utilities
Provide reliable, 24/7 emergency response and billing support for utility customers.
Insurance
Streamline claims processing and policyholder inquiries with empathetic, AI-assisted service.
Manufacturing
Support complex product inquiries and warranty management with technical expertise.
Mortgage Services
Handle sensitive loan servicing and borrower communications with absolute precision.
Retail & CPG
Scale customer support for peak shopping seasons while maintaining brand integrity.
Travel and Logistics
Manage real-time booking changes and cargo tracking with a global, multilingual workforce.
Why Sutherland
Outcome-Based Partnership Model
Align your success with ours through a shared-risk model that prioritizes your specific business goals.
Scalable Managed Services
Quickly adapt your operations to handle seasonal spikes or market shifts without compromising quality.
Proprietary AI Tech Stack
Gain a competitive edge with tools like Sutherland Connect® and SmartLeap® that are built for enterprise scale.
30+ Years of CX Leadership
Leverage nearly four decades of experience managing complex contact centers for the world’s leading brands.
Global Delivery Footprint
Ensure resilient, follow-the-sun support with a workforce distributed across key global delivery centers.
Integrated Data & Security
Protect your brand with the patented Sentinel AI suite, ensuring PCI and GDPR compliance in every interaction.
Partners
Contact center solutions for optimizing operations and enhancing customer experience.
Cutting-edge communication and collaboration solutions for enhancing customer engagement.
AI-powered conversational solutions for exceptional customer service experiences.
Solutions for driving call center operational excellence.