Overview

Sutherland’s Contact Center as a Service (CCaaS) offers comprehensive solutions for businesses seeking to optimize customer interactions. Powered by AI and intelligent automation, it ensures efficient customer support through voice, email, chat, SMS, and social channels. With advanced technologies like intelligent call routing, speech and text analytics, and agent enablement platforms, Sutherland’s CCaaS enhances customer experience, boosts agent productivity, and delivers actionable insights. This all-encompassing solution is designed to streamline operations, improve agent performance, and ensure data security.

Features and Capabilities

• AI-powered Talent Acquisition for sourcing, onboarding, and background checks
• LMS for training and skill development
• LevelUp for monitoring and compliance
• IEX Workforce Management for forecasting, scheduling, and real-time alerts
• PBI Reporting for detailed, timely analytics
• Omnichannel Technology (Voice, Email, SMS, Social) powered by AI
• Unified Desktop for comprehensive system views
• Case Management System for efficient issue resolution
• Speech and Text Analytics to improve agent performance
• SmartLeap® HelpTree for AI-driven agent support
• Auto Summarization/Completion for reducing administrative tasks
• Sentinel AI Security Suite to ensure data security