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.
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