Sutherland Deploys Genesys Platform for Better Customer Experience

Sutherland has deployed PureEngage, an omnichannel customer engagement and employee collaboration offering from Genesys, the global leader in omnichannel customer experience and contact centre solutions.

With thousands of professionals spanning 19 countries around the world, Sutherland is one of the largest, independent process transformation companies in the world, supporting customers across multiple industries, including communications, financial services, government, healthcare, retail, technology, and transportation.

According to Bill Nicholas, Sutherland’s head of Global Telecom, “We went looking for the ‘Swiss Army Knife’ of customer experience solutions that prepares us for the future and enables us to offer ‘Platform as a Service’ capabilities — and we found it with the Genesys Customer Experience Platform.”

Today, Sutherland uses PureEngage to provide improved CRM integrations, enhanced IVR and workforce optimization capabilities, and omnichannel self-service, beginning with 2,000 agents in a new state-of-the art delivery center in Las Vegas.

PureEngage replaced more than eight disparate platforms that were not well-integrated and required extensive manual efforts to eliminate redundancy and ensure accurate reporting and harmonious performance. “By deploying PureEngage, we have not only increased our omnichannel capability but have improved operational efficiencies and enhanced the visibility and measurement of performance data,” said Nicholas.

PureEngage has surpassed the company's expectations so far and Nicholas plans to eventually transition more clients over time as legacy systems still supported by Sutherland become unable to handle new performance requirements. “Clients are already asking how soon they can transition to it,” said Nicholas.“We could move as many as 10,000 agents annually to Genesys, and we look forward to implementing speech analytics and enabling additional interaction channels.”

PureEngage is the only true omnichannel customer engagement suite for global businesses to deliver competitively superior experiences – providing real-time, contextual journeys, world-class orchestrated routing, and digital transformation at any scale. PureEngage is available both on-premises and in the cloud and supports extensive customizability through open APIs and web standards.