iQor Drives Digital Transformation in Retail With NICE CXone
February 20 2024 - 11:38AM
Business Wire
Strategic Collaboration Delivers Best-in-Class
CX for the Retail Industry Through Open-Source Digital
Capabilities
iQor, a managed services provider of customer engagement and
technology-enabled business process outsourcing (BPO) solutions, is
harnessing the power of the NICE CXone cloud-based platform to
augment human service delivery through transformative CX solutions
customized for leading retail, eTail, and e-commerce brands.
In tandem with iQor’s Symphony [AI]TM generative AI ecosystem
that is redefining the employee lifecycle through excellence in
recruiting, development, and training, CXone has enabled iQor to
leverage data and digital capabilities to deliver unparalleled
customer and employee experiences for clients in the retail
industry.
The integration of CXone’s highly customizable, metrics-based
routing directs incoming voice and digital customer interactions to
the most suitable contact center agent. This optimizes performance
for retail brands experiencing seasonal fluctuations in volume to
consistently deliver exceptional CX. CXone’s customized cloud-based
routing enables iQor to offer a larger selection of available
customer service agents who are cross-trained to provide maximum
flexibility and handle multiple channels. CXone’s capabilities also
allow iQor’s engineers to develop new functionalities tailored to
retailers’ specific needs and rapidly adapt to changing customer
and market demands.
Additionally, metrics-based routing can generate cost savings by
improving efficiency and reducing the number of repeat calls,
contributing to a positive customer experience and a diminished
risk of churn and retention costs.
“Our partnership with NICE has enhanced our CX capabilities and
agility to deliver unmatched customer experiences in the retail
sector, leading to a harmonious interplay between the human element
and technology. This ease of doing business reaffirms our
commitment to innovation and excellence in customer service,” said
iQor Chief Digital Officer Prabhjot Singh.
Episode 85 of iQor's Digitally Irresistible podcast features
Singh and Andy Traba, Vice President of Product Marketing at NICE.
They discuss how iQor leverages NICE CXone to augment human and
operational excellence and deliver irresistible CX that makes
customers smile.
Visit iQor.com to learn more about iQor’s digital capabilities
in the retail and eTail space, an international retailer’s proven
success with strategic outsourcing, and insights on achieving CX
success in the Digital Age.
About iQor
iQor is a managed services provider of customer engagement and
technology-enabled business process outsourcing (BPO) solutions
comprised of 40,000 amazing employees spanning 10 countries. We are
passionate about delivering an outstanding omnichannel customer
experience for brands across the globe. Harnessing intelligent CX
technology and AI-driven innovations that can scale teams anywhere,
our BPO solutions create happy employees and delighted customers.
Our irresistible culture results in a smile with each interaction
to create optimal customer experiences. We enable diverse teams to
scale our BPO digital solutions from local to global to create the
CX experience brands demand to win and keep customers. Read, see,
and hear more at iQor.com.
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for
organizations of all sizes around the globe to create extraordinary
customer experiences while meeting key business metrics. Featuring
the world’s #1 cloud native customer experience platform, CXone,
NICE is a worldwide leader in AI-powered self-service and
agent-assisted CX software for the contact center—and beyond. Over
25,000 organizations in more than 150 countries, including over 85
of the Fortune 100 companies, partner with NICE to transform - and
elevate - every customer interaction. www.nice.com
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version on businesswire.com: https://www.businesswire.com/news/home/20240220008237/en/
iQor Robert Constantine SVP Marketing and Communications
robert.constantine@iqor.com
NICE Christopher Irwin-Dudek 201-561-4442
media@nice.com
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