AI-Ready Zendesk Solutions That Scale CX, Boost Agents, Drive Outcomes
Sutherland has been a strategic Zendesk partner since 2016, combining deep platform expertise with digital CX engineering to turn Zendesk into a high-impact customer experience engine. From advisory through transformation, we help enterprises unlock continuous value from their Zendesk investment.
What you get (Why now):
• Accelerate time-to-value with AI-ready Zendesk implementations and modernization
• Improve operational efficiency with optimized workflows, automation, and governance
• Extend Zendesk with innovation accelerators built by Sutherland
DIGITAL OUTCOMES DELIVERED
Improvement in critical CX metrics through consolidation and optimized workflows
Average handle time (AHT) reduction via agent enablement, AI support, and automation
Annual deflections through digital channels, reducing support load & improving scalability
Lower TCO through automation, license optimization, and process efficiency
To single-digit attrition through a better employee model
Containment via self-service, automation, and chatbot deflection
Our Solutions
Sutherland delivers end-to-end Zendesk services across the CX lifecycle—helping enterprises design, implement, and continuously optimize their support operations.
Advisory & Assessment
- CX maturity and journey assessments
- Zendesk and AI readiness evaluation
- Value realization roadmap aligned to business outcomes
Implementation & Build
Optimization & Transformation
Innovation Accelerators
A governance-first integration that provides visibility into linked Jira work items directly within Zendesk—without enabling ticket creation from the sidebar. While Zendesk offers native Jira integration, this solution is designed for organizations requiring stricter control, reduced noise, and improved workflow discipline.
Best for: Enterprises needing governed Jira workflows with real-time visibility for support agents.
A centralized approach to managing Root Cause Analysis (RCA) documentation within Zendesk. It automates updates, maintains version history, and ensures the latest RCA is always accessible for audit and escalation workflows.
Best for: High-volume support environments requiring consistent RCA tracking and executive escalation readiness.
An automated solution that identifies inactive users (e.g., no activity over 60 days) and optimizes license usage by downgrading roles, generating audit reports, and notifying stakeholders.
Best for: Organizations looking to reduce Zendesk licensing costs while improving governance and admin efficiency.
Why Sutherland
Strategic Zendesk Partnership (Since 2016)
Recognized as Zendesk’s 2023 GTM Partner of the Year in North America, Sutherland boasts a proven track record of success
Proven, Measurable Outcomes
Focused on improving key CX metrics—resolution time, agent productivity, and client satisfaction.
Innovation-Led Delivery (Sutherland Labs)
Purpose-built accelerators and integrations.
AI-Ready CX Transformation
Expertise in embedding AI, automation, and insights into Zendesk operations.
Governance at Scale
Strong controls, standardization, and operating models to ensure consistency.
Enterprise Delivery Model
Scalable, cross-functional teams combining CX consulting, engineering, and operations expertise.
