Sutherland Deploys Genesys Platform

Sutherland has deployed PureEngage, an omnichannel customer engagement and employee collaboration offering from Genesys.

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.”

Nicholas added, “We considered several other on-premise and cloud-based solutions, but selected Genesys PureEngage because it enables more seamless, flexible and scalable next-generation customer experiences. It’s powerful enough to support the unique requirements of our diverse client environments, yet still relatively simple to integrate and fast to deploy.”

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.

Nicholas cites the omnichannel capabilities of PureEngage as an advantage. “Our clients are increasingly requesting support through multiple channels such as email, chat, social, and SMS in addition to traditional voice-based communications,” said Nicholas.

He added, “We’ve learned that we can’t achieve a full suite of omnichannel solutions by bolting new services onto existing older platforms. Because PureEngage is built from the ground up to be fully SIP end-to-end, it can act as that single solution and reduces complexity by easily integrating with our clients’ legacy systems.”

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’ve 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.”

“We’re very proud that Sutherland, with such a dominant position in its field, has selected PureEngage to improve efficiencies and overcome the challenges of independent systems to better manage customer interactions seamlessly and holistically,” said Tom Eggemeier, president of Genesys.

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.