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Sutherland Agent Success Reviews & Product Details

Augment CXM is defining a new category of software - customer experience management - and powering it with a patented semantic neural network. This technology ensures that our clients deliver a fantastic customer experience every time. Our client base consists of some of the most well-known brands in the world and we’ve proven to generate a 30% gain in agent efficiency, a 44% increase sales conversion rates, and a 40% growth in customer satisfaction.

Seller

Sutherland

Discussions

Sutherland Agent Success Community

Overview by

Nathan Pitzer (Head of Marketing)

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Sutherland Agent Success Reviews (11)

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Cleveland G.

Enterprise (> 1000 emp.)

5/10/2020

"Augment satisfied user!"

5/5

What do you like best about Sutherland Agent Success?

Probably the predictive CSAT indicator that's visible to CSRs & Supervisors throughout chat conversations. This is a tough question, because there are many great features. Review collected by and hosted on G2.com.

What do you dislike about Sutherland Agent Success?

This is another tough one. If I have to list something here, perhaps the mild learning cover our CSRs have to go through in order to get used to it & gain the full value from it. Review collected by and hosted on G2.com.

Recommendations to others considering Sutherland Agent Success:

Robert Karpinski, a Developer with Augment, is fantastic! Review collected by and hosted on G2.com.

What problems is Sutherland Agent Success solving and how is that benefiting you?

The greatest thing is that it's helped us lift our CSAT scores & maintain them at a new, all-time high. We had worked extremely hard at this without Augment through sheer coaching, training, & our other best practices. We had basically plateaued there. Then, we added Augment & it helped us lift our scores another few points to an all-time high. These gains came mostly from helping lift our bottom performers to get score closer to our top performers. We've maintained at this level with Augment ever since. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Enterprise (> 1000 emp.)

7/30/2019

"Augment CXM Digital CA Agent Review"

5/5

What do you like best about Sutherland Agent Success?

What I like best about Augment are the customized macros we're able to do inside of Bold chat. They cut down on typing and allow me to respond to customers quickly and more efficiently. Review collected by and hosted on G2.com.

What do you dislike about Sutherland Agent Success?

What I don't like about Augment is how it loads weird and I have to shuffle through the save button to get my macros to work sometimes Review collected by and hosted on G2.com.

Recommendations to others considering Sutherland Agent Success:

The Augment team is always working on improving their own infrastructure items and always providing swift updates. Review collected by and hosted on G2.com.

What problems is Sutherland Agent Success solving and how is that benefiting you?

The main issue that Augment solves is time consumption with quick responses. The custom macros we're allowed to do make it fun to use, easy to use, and helps those who use it manage their responses to customers in an efficient manner. Review collected by and hosted on G2.com.

Brandon H.

Digital Experience

Small-Business (50 or fewer emp.)

7/30/2019

"Augment CXM is Great!"

5/5

What do you like best about Sutherland Agent Success?

I love the Augment system and how it can learn most commonly used phrases/words. It does a great job at suggesting agent replies based on customer responses. Its one of the smartest AI software bases out there from my past experiences. Review collected by and hosted on G2.com.

What do you dislike about Sutherland Agent Success?

Sometimes Augment does not work within Bold360, but it happens less often than more often. A which refresh will resolve it and prevent it from happening for a while. It is something that has been brought up and they are working hard to resolve. Review collected by and hosted on G2.com.

Recommendations to others considering Sutherland Agent Success:

Consider the AI - its great so far! Review collected by and hosted on G2.com.

What problems is Sutherland Agent Success solving and how is that benefiting you?

We are improving average response times and keeping quality aligned at the same time. These are two key benefits we have focused on so far. Review collected by and hosted on G2.com.

David L.

Senior Vice President

Enterprise (> 1000 emp.)

8/7/2019

"Great Company, Great Technology"

5/5

What do you like best about Sutherland Agent Success?

They have been an extension of our company and have provided our organization cutting edge technology and integration support that has increased our organizations' AI competency 1000% Review collected by and hosted on G2.com.

What do you dislike about Sutherland Agent Success?

Clearly, I wouldn't have scored them a 10 on the NPS score if I had dislikes or concerns. Review collected by and hosted on G2.com.

Recommendations to others considering Sutherland Agent Success:

Great company Review collected by and hosted on G2.com.

What problems is Sutherland Agent Success solving and how is that benefiting you?

We use Augment to provide digital support tools for our contact center agents which assist them in resolving customer issues. We also use their other products to assist our Supervisors in being alerted in real-time of potential issues, allowing us to resolve them immediately. Review collected by and hosted on G2.com.

Andy L.

Marketing Director

Marketing and Advertising

Enterprise (> 1000 emp.)

8/1/2019

"Great Company, Great Products"

5/5

What do you like best about Sutherland Agent Success?

Immediate Access to key information

UX and ease to get started

Ease of use and all the hotkey integrations

AI showing best answers Review collected by and hosted on G2.com.

What do you dislike about Sutherland Agent Success?

Poor responses do sometimes get populated, especially as the conversation requires a more nuanced response. Review collected by and hosted on G2.com.

Jeanette C.

Online specalist

Mid-Market (51-1000 emp.)

7/31/2019

"Augment G2 Reviews"

5/5

What do you like best about Sutherland Agent Success?

Helpful when doing chats I'm able to handle chats quickly and efficient with augment Review collected by and hosted on G2.com.

What do you dislike about Sutherland Agent Success?

I love everything about augment I do not have any dislikes with this program. Without it doing 3 chats are a time will be very hard without augment. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Enterprise (> 1000 emp.)

8/2/2019

"It is an efficient extension which helps a lot in faster the work."

4.5/5

What do you like best about Sutherland Agent Success?

The best part of this is that it automatically observes the word and gives exact right suggestions for the next statement. Review collected by and hosted on G2.com.

What do you dislike about Sutherland Agent Success?

Some negative points for this are that there are several grammatical mistakes with the statements which should be improved. Review collected by and hosted on G2.com.

Catrece W.

On line Advisor

Enterprise (> 1000 emp.)

7/30/2019

"Augment works if you use it!"

5/5

What do you like best about Sutherland Agent Success?

It helps me stay on task, keeps us uniformed with responses-helps maintain confidence. Review collected by and hosted on G2.com.

What do you dislike about Sutherland Agent Success?

Some times it doesn't populate when needed, but the macros make up for this Review collected by and hosted on G2.com.

Verified User in Consumer Services

Enterprise (> 1000 emp.)

8/2/2019

" Augment selection"

5/5

What do you like best about Sutherland Agent Success?

Augment is helpful in enhancing the performance by real-time view Review collected by and hosted on G2.com.

What do you dislike about Sutherland Agent Success?

It would be more helpful if it can post the real-time cores Review collected by and hosted on G2.com.

Recommendations to others considering Sutherland Agent Success:

Augment, is very use friendly and has easy at set up and use. Review collected by and hosted on G2.com.

What problems is Sutherland Agent Success solving and how is that benefiting you?

Augment, helps me track the data count,skill count and my active and inactive resources at glance also helps me download to analyze the report Review collected by and hosted on G2.com.