iQor Drives Digital Transformation in Retail With NICE CXone

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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