Upstream Works Software, a leading provider of contact center software solutions, announced today that it has signed an agreement with Sutherland Global Services, a global provider of business process and technology management services, to expand the usage of Upstream Works’ Interaction Management Automation Services to all Sutherland Global Services locations around the world.
“Sutherland has a record of providing a quality, cost effective, services solution to the BPO market,” said Rob McDougall, President of Upstream Works,“Upstream Works’ Interaction Management Automation Services contact center technology has been an integral part of the overall Sutherland Global Services platform and we’re happy to significantly expand our 15 year relationship with them.”
Sutherland continuously assesses how technology can be used to meet business objectives and enhance operations across all of its global locations. “The ability to further optimize our services was one aspect of our decision to expand our usage of Upstream Works’ software. It’s also important that we are strategically positioned in a manner that allows us to work with our partners in long-term relationships,” said Deepak Batheja, Chief Technology Officer, Sutherland Global Service,“Upstream Works not only offers the right technology enablers for our telecommunications and business application platforms, it also provides us with the ability to differentiate ourselves from the competition and continue to provide quality, responsive, cost effective services solutions to the market in a timely manner and be a reliable partner for the years to come.”
About Sutherland Global Services
Established in 1986, Sutherland Global Services (sutherlandglobal.com) is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 30,000 professionals and has 35 operations centers in the United States, Philippines, India, UAE, Egypt, Bulgaria, UK, Canada, Mexico, and Colombia.
About Upstream Works Software
Upstream Works’ solutions (upstreamworks.com) connect customer experience to every aspect of your contact center performance. They provide a complete suite of agent and management tools to improve efficiencies and revenues, capturing the entire set of data needed to understand exactly how customers interact with your business. With an Upstream Works solution you get a total view of customer experience, agent performance and contact center efficiency. The quality and accuracy of the Upstream Works data lets you easily move from summarized KPIs to individual customer contacts, which are linked to recordings, survey results and other records of customer experience.
Sutherland Global Services Contacts:
H. Nancy Breed, (North America and Europe) Sutherland Global Services
P: +1‐585‐451-3982 - E: Nancy.Breed[.]SutherlandGlobal.com.
Sampath Prabhu, (Asia Pacific) Sutherland Global Services
P: +91‐944‐404‐0748 - E: Sampath.Prabhu[.]Sutherlandglobal.com.