As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. Sutherland has been helping customers across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 30 years.

With disparate systems that didn’t play nicely together, Sutherland struggled to efficiently and cost effectively address thousands of clients’ unique contact center needs, including high demand for omnichannel solutions. Sutherland standardized on the Genesys platform to deliver a true omnichannel offering, reducing time to market while introducing new revenue opportunities—a critical driver in a competitive industry with razor-thin margins. With thousands of professionals spanning 19 countries and a client portfolio of the best-known brands worldwide, Sutherland is betting on Genesys as their key to create a competitive advantage and ensure enduring growth.

Benefits

  • Centralized platform reduces time to market 
  • Cuts costs with end-to-end SIP solution 
  • New upsell, revenue opportunities
  • Trusted vendor boosts credibility 

“In aligning ourselves with Genesys, a trusted name among our clients, we’re gaining further credibility in the market. Genesys has the proven track record and innovative spirit to grow along with us, and help us execute our vision.”

Doug Gilbert
Sutherland, Chief Technology Officer

Challenges

  • Complexity due to disparate systems lacked interoperability
  • Inability to address marketing demand without omnichannel offering
  • Inconsistent reporting