# Sutherland Agent Success Reviews **Vendor:** Sutherland **Category:** [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant) **Average Rating:** 4.9/5.0 **Total Reviews:** 11 ## About Sutherland Agent Success 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. ## Sutherland Agent Success Reviews ### 1. Augment satisfied user! **Rating:** 5.0/5.0 stars **Reviewed by:** Cleveland G. | Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2020 **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. **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. **Recommendations to others considering Sutherland Agent Success:** Robert Karpinski, a Developer with Augment, is fantastic! **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. ### 2. Augment CXM Digital CA Agent Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2019 **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. **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 **Recommendations to others considering Sutherland Agent Success:** The Augment team is always working on improving their own infrastructure items and always providing swift updates. **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. ### 3. Augment CXM is Great! **Rating:** 5.0/5.0 stars **Reviewed by:** Brandon H. | Digital Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2019 **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. **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. **Recommendations to others considering Sutherland Agent Success:** Consider the AI - its great so far! **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. ### 4. Great Company, Great Technology **Rating:** 5.0/5.0 stars **Reviewed by:** David L. | Senior Vice President, Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2019 **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% **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. **Recommendations to others considering Sutherland Agent Success:** Great company **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. ### 5. Great Company, Great Products **Rating:** 5.0/5.0 stars **Reviewed by:** Andy L. | Marketing Director, Marketing and Advertising, Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2019 **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 **What do you dislike about Sutherland Agent Success?** Poor responses do sometimes get populated, especially as the conversation requires a more nuanced response. **What problems is Sutherland Agent Success solving and how is that benefiting you?** Coaches are able to train agents much more efficiently. ### 6. Augment G2 Reviews **Rating:** 5.0/5.0 stars **Reviewed by:** Jeanette C. | Online specalist , Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2019 **What do you like best about Sutherland Agent Success?** Helpful when doing chats I'm able to handle chats quickly and efficient with augment **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. **What problems is Sutherland Agent Success solving and how is that benefiting you?** I'm solving every chat that I come across for example troubleshooting, order parts, placing new orders. DSC information for sending walking into a Service Center. Exchanges ### 7. It is an efficient extension which helps a lot in faster the work. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2019 **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. **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. **What problems is Sutherland Agent Success solving and how is that benefiting you?** Modifying some of the statements of it. The benefit of this is that it helps in saving the time for making a whole statement. ### 8. Augment works if you use it! **Rating:** 5.0/5.0 stars **Reviewed by:** Catrece W. | On line Advisor, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2019 **What do you like best about Sutherland Agent Success?** It helps me stay on task, keeps us uniformed with responses-helps maintain confidence. **What do you dislike about Sutherland Agent Success?** Some times it doesn't populate when needed, but the macros make up for this **What problems is Sutherland Agent Success solving and how is that benefiting you?** It really helps when we are Uber busy and things are going crazy, Augment provides sense of security like SharePoint. It helps when I'm stressed or irritated, it removes that element from my chats. :) ### 9. Augment selection **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2019 **What do you like best about Sutherland Agent Success?** Augment is helpful in enhancing the performance by real-time view **What do you dislike about Sutherland Agent Success?** It would be more helpful if it can post the real-time cores **Recommendations to others considering Sutherland Agent Success:** Augment, is very use friendly and has easy at set up and use. **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 ### 10. Augment Performance **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2019 **What do you like best about Sutherland Agent Success?** Real time identification and displaying responses, Macros **What do you dislike about Sutherland Agent Success?** An more appealing appearance would be better **What problems is Sutherland Agent Success solving and how is that benefiting you?** Improved chat handling time through instant responses ### 11. Very Helpful **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2019 **What do you like best about Sutherland Agent Success?** Augment has definitely helped chatting! **What do you dislike about Sutherland Agent Success?** Sometimes it can be a little buggy. But the pros definitely outweigh the cons. **What problems is Sutherland Agent Success solving and how is that benefiting you?** Having macros and everything we need right there makes it so much easier to tackle more than one chat at once. ## Sutherland Agent Success Discussions - [What is Augment CXM used for?](https://www.g2.com/discussions/what-is-augment-cxm-used-for) - [View Sutherland Agent Success pricing details and edition comparison](https://www.g2.com/products/sutherland-agent-success/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-20+22%3A43%3A41+-0500&secure%5Bsession_id%5D=6616455a-eba9-4b57-af14-a8c1ac326d21&secure%5Btoken%5D=698704fbafbd6027e13052c66b9be3e6dfe85cc372b4252b06656f1d82c326db&format=llm_user) ## Sutherland Agent Success Features **Lead Facilitation** - Customer-facing Chatbot - Lead Qualification - Lead Follow-up - Meeting Scheduling **Organization** - Opportunity and Pipeline Management - Data Entry - Integrations / APIs **Performance Analysis** - Coaching - Peformance Tracking **Sales Analysis** - ROI Forecasting - Sales Forecasting **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - AI Sales Assistant** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top Sutherland Agent Success Alternatives - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - 4.1/5.0 (2,820 reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 4.4/5.0 (1,204 reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - 4.4/5.0 (24,594 reviews)