Enhance Customer Support Effectiveness and Experience
Sutherland Agent Success is a cloud-based AI solution designed to enhance the productivity of contact center agents in their customer interactions.
The solution integrates with omni-channel solutions and customer CRM and support applications, offering agents intelligent and real-time guidance and suggestions. Consequently, agents gain the ability to deliver unparalleled customer service marked by heightened empathy and prompt, well-informed responses.
The foundation of Sutherland Agent Success rests upon Google Cloud and Google CCAI technology, which offer state-of-the-art natural language understanding and speech recognition technology.
In addition to this robust foundation, Sutherland has added proprietary technologies, including patented Augmentation technology and Generative AI capabilities.
Features and Benefits
Unified Workspace Experience
Drive agent efficiency with a unified web interface at the agent’s fingertips, boosting productivity.
Summarization and Entity Extraction
Create concise summaries of engagements while accurately identifying and categorizing named entities and key phrases.
Response Suggestions
Provide recommendations to agents in real time in the form of relevant knowledge base content or Gen AI-powered responses, automatically and without the agent manually searching.
Conversational Insights
Make data-informed decisions on team performance and voice of the customer with detailed reports that surface key moments and outcome predictions.
Real-Time Coaching
Drive immediate improvements by guiding agents in real time in an automated programmatic way or with smart filtering that allows managers to prioritize situations.
Agent Autopilot
Automates routine chat interactions for agents or allows the conversation to be handled by a virtual agent.
Partnerships and Integrations With Common Third-Party CX Solutions
Sutherland Agent Success on Zendesk Marketplace
Sutherland Agent Success on Zendesk MarketplaceSutherland Agent Success on LivePerson Marketplace
Sutherland Agent Success on LivePerson MarketplaceUnlocking Digital Performance
Industry-Leading Innovation
Powered by 200+ patented inventions, Sutherland’s AI-driven products and platforms empower businesses to innovate, streamline processes, and deliver exceptional experiences.
Improved Agent Performance
Equip agents with real-time guidance and instant access to contextual information, best practices, and troubleshooting tips for more effective and efficient query resolution.
Cost Savings
Realize cost savings and maximize RoI by improving agent productivity, reducing training time.
Tailored to Your Needs
We tailor solutions for maximum value from Day 1, adapting seamlessly through changes and seasons.
Enhanced Customer Satisfaction
Achieve higher satisfaction levels and loyalty with personalized, accurate, and timely responses to customer inquiries.