The Israeli company, NICE systems will enable Sutherland to provide its clients timely insight from their outsourced customer interactions, thus increasing efficiency by increasing quality levels and lowering training and hiring expenses, a company release said.
"Sutherland is said to have been looking for a solution that would maintain and increase its call centre quality standards, reduce attrition and lower costs," K S Kumar, vice-president, operations, Sutherland said.
Sutherland also required a solution that would seamlessly integrate with sites operating in a hybrid (VoIP and time division multiplexing) environment.
The solution is said to be cost-effective as it seamlessly integrates with the Avaya and Nortel VoIP environments used by Sutherland, and provides a centralised administration from a single site.
"We are committed to continue providing integrated solutions and services that exceed the complex demands of call centres worldwide", Ben Sira, president of NICE APAC said.