The Sutherland Group

Prem Puther
Chief Technology Architect

Business: Located in centers across the U.S, U.K and India, The Sutherland Group offers Integration and Outsourcing of Customer Management Solutions.

Environment: Sutherland has a mix of both Nortel and Avaya centres, totaling approximately 4000 Seats Originally Nortel only, but driven to Avaya because Avaya equipped clients desired to integrate and overflow controlled calls to Sutherland using BSR. Integration through BSR would ensure that Sutherland had the agent capacity to handle the workload overloaded to them.

Application: The Upstream Works solution has been in place for over 3 years, providing inbound and outbound integration for approximately 2000 agents. With the current solution in place, Sutherland is now reviewing the implementation of Upstream Works’ web tools.

Perspective: “Upstream Works was quite responsive to the changes that came up. Since Sutherland has a wide variety of customer needs, we needed a CTI vendor that was flexible and that provided a solution that could be adapted easily, quickly and economically, by Sutherland’s staff, and that would fulfill our unique customer needs. Upstream Works’ products and support proved to be the right solution for those needs.”

Upstream Works Software Ltd.
8000 Jane Street
Tower A; Second Floor
Vaughan, Ontario
L4K 5B8
Canada

Phone: 1 (905) 660-0969
Fax: 1 (905) 660-8769
Toll Free: 1 800-808-5220
Sales Inquiries: sales@upstreamworks.com
All other inquiries: info@upstreamworks.com