Understand Customer Behaviour Across Channels to Deliver Superior Customer Experience
Customer operations leaders report that they miss out on reviewing up to 97% of their call centers interactions. Historically, they haven’t had the tools to fully understand customer sentiment. Instead, customer leaders must focus on quality audits based on small sample sizes.
Sutherland’s AI-powered analysis solutions transcend basic data processing. They employ advanced algorithms to unveil patterns, trends, and correlations with your data, enabling you to identify opportunities for operating enhancements, pinpoint root causes, and make informed strategic decisions.
- Reduce the time spent on After-Call Work (ACW) by generating concise and informative summaries with the Case Summarization feature
- Extract notable entities from transcripts and save structured into the CRM with Named Entity Extraction
- Gain insight into customer experiences with zero-shot classification, as well as label engagement data and identify impactful issues with Key Moments
Features and Benefits
Drive Future of Quality With Quality Automation
Automate quality monitoring with AI and machine learning to audit each and every interaction, not just manually auditing a mere 3%. Get reliable, granular insights on quality adherents by intent types, product, geography, etc.
Transform Experiences With the Power of Predictive Outcomes
Move past operational KPIs and drive program outcomes such as CSAT, FCR, retention, and sales. Gain intelligence on every interaction by linking customer interaction details with outcome KPIs using predictive analytics.
Analyze Customer Journeys With Interaction Insights
Gain insights on customer journey stage, sentiment, consumer and agent behaviors, and topics discussed on 100% of the interactions.
Unlocking 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.
360-Degree Customer View
Gain a comprehensive understanding of customer preferences, behaviors, and interactions across channels and create a unified customer view.
Seamless Omnichannel Experience
Provide a consistent experience across all channels, allowing customers to interact with your brand seamlessly.
CX as a Competitive Advantage
Provide exceptional, personalized experiences that foster brand loyalty and advocacy by exceeding customer expectations across all touchpoints.
