G2

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.