Sutherland CX360™ is an AI-powered customer experience platform designed to analyze 100% of customer interactions across all channels, transforming them into actionable insights. By leveraging advanced algorithms, CX360 enables businesses to identify patterns, trends, and correlations within their data, facilitating informed strategic decisions and operational enhancements. Key Features and Functionality: - Quality Automation: Automates quality monitoring using AI and machine learning, auditing every interaction to provide reliable, granular insights on quality adherence by intent types, product, and geography. - Predictive Analytics: Links customer interaction details with outcome KPIs, such as CSAT, FCR, retention, and sales, enabling businesses to move beyond operational KPIs and drive program outcomes. - Interaction Insights: Provides comprehensive analysis of customer journey stages, sentiment, consumer and agent behaviors, and topics discussed across all interactions. - Case Summarization: Reduces after-call work by generating concise and informative summaries of customer interactions. - Named Entity Extraction: Extracts notable entities from transcripts and saves them in a structured format within the CRM. - Key Moments Identification: Utilizes zero-shot classification to label engagement data and identify impactful issues within customer interactions. Primary Value and Solutions Provided: Sutherland CX360™ empowers organizations to deliver superior customer experiences by providing a comprehensive understanding of customer behaviors and sentiments across all channels. By automating quality monitoring and leveraging predictive analytics, businesses can enhance customer retention, increase sales, and deliver personalized, omnichannel experiences. The platform's real-time insights enable proactive decision-making, leading to improved operational efficiency and customer satisfaction.