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Session Code: CSS0270
Presenter(s): Michael, Prashanth, Ravichandran
Company(s): Sutherland Global Services Inc., Sutherland Global Services, Sutherland
Abstract:
Sutherland, a 30+ year old organization with 55,000 employees across 60+ sites with multiple legacy systems managed by varied support groups, needed a major paradigm shift. The objective of the project was to have an integrated, omni channel enterprise service management system linking all enterprise systems and bringing digital transformation across the organization, integrating people, processes and technology.
With a deep domain knowledge of service management processes, technology tools, platforms and analytics, they delivered a ServiceNow based Enterprise Service Management platform for IT, HR, Facilities, CSM and Custom Applications, and integrated with
· AI enabled Voice Assistants, Conversational IVR and Chat bots
· Enterprise Management Systems
· BI for analytical dashboards
· Sutherland’s Smartbot for end to end orchestration
This approach enhanced the end user experience, provided Sutherland with a competitive edge, enabled achievement of business objectives, improved IT process maturity and compliance, optimized cost and resources
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