iQor Leverages NICE CXone to Optimize CX in the Energy and Utility Sectors
05 Marzo 2024 - 4:01PM
Business Wire
Strategic Partnership With NICE Supports
Operational Excellence for iQor’s Energy and Utility Clients
iQor, a managed services provider of customer engagement and
technology-enabled business process outsourcing (BPO) solutions, is
driving irresistible customer experience (CX) in the energy and
utilities sectors by harnessing the power of NICE CXone, the
leading cloud-based customer experience platform to unify and
optimize interactions between customers, call center agents, and
brands.
iQor’s Symphony [AI]TM generative AI ecosystem—designed to
enhance employee performance—incorporates CXone platform
capabilities to provide customer service agents and energy and
utility companies with the tools they need to deliver exceptional
service and streamline back office and customer-facing operations
while ensuring compliance with government regulations. This
strategic partnership supports iQor’s delivery of unparalleled
customer and employee experiences with CXone's digital
capabilities.
One major attribute is CXone’s highly customizable priority
routing for specialty agents, which allows operations to ensure
they meet government-imposed service-level agreements (SLAs). This
feature offers services such as after-call surveys, virtual hold,
and a pre-qualifying upfront interactive voice recognition (IVR)
treatment to assist with regulatory requirements.
Other government-imposed SLAs to benefit from this partnership
include uptime and reliability, response time, resolution time, and
special circumstances (e.g., natural disasters). Having the ability
to automatically route specific call types based on the service
request supports iQor SLAs’ requirements and provides the fastest
resolution time.
“Energy and utilities industries operate under unique
regulations, with uptime, response times, and resolution times
being of utmost importance. With a focus on customization,
flexibility, and innovation, our partnership with NICE ensures that
energy and utility companies meet these requirements while
providing exceptional customer service, even during challenging
circumstances. This ease of doing business helps deliver more
satisfying customer and agent interactions,” said iQor Chief
Operating Officer Martin Lehtio.
Episode 85 of iQor’s Digitally Irresistible podcast features
iQor Chief Digital Officer Prabhjot Singh and NICE Vice President
of Product Marketing Andy Traba discussing how iQor leverages NICE
CXone to augment human and operational excellence to deliver
irresistible CX for brands. Listen to the episode to discover how
iQor uses CXone to provide seamless omnichannel interactions.
Visit iQor.com to explore iQor’s digital capabilities in the
energy and utilities sector, learn how a Fortune 500 energy company
garnered millions in annualized savings through strategic
outsourcing with iQor, and discover how a retail electricity
provider differentiates itself from its competition through
user-friendly customer experiences.
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 custom BPO solutions create happy employees and delighted
customers. Our irresistible culture results in a smile with each
interaction to deliver 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. We serve as a trusted partner to clients across
industries, providing strategic thought leadership, competitive
pricing, performance excellence, attractive geos, and talented
teams to meet demand and deliver the best value in the industry.
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/20240305152390/en/
iQor Robert Constantine SVP Marketing and Communications
robert.constantine@iqor.com
NICE Christopher Irwin-Dudek +1 201 561 4442
media@nice.com
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