iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, proudly announces its recognition by NICE with a prestigious 2024 CX Excellence Award in the Change Agents category. The award highlights iQor’s innovative use of digital solutions to transform customer experiences and drive operational excellence.
iQor’s digital transformation initiatives, including its Symphony [AI]™ ecosystem, which is powered by NICE CXone and Enlighten, play a crucial role in optimizing customer journeys and enhancing engagement. By integrating AI-driven insights and automation with human expertise, iQor has reduced operational costs for clients; increased employee productivity; and delivered seamless, personalized customer experiences.
“This award highlights the intelligent approach we take in implementing successful customer service programs across industries, including a U.S. airline’s concierge program that benefited from iQor’s CX design strategy,” said iQor President and CEO Chris Crowley. “At iQor, we harness the power of technology to achieve real-world outcomes that meet and exceed our clients’ expectations. NICE’s recognition of our efforts underscores our commitment to excellence in customer service through digital innovation, creating rewarding experiences for our employees and customers alike.”
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“Winning the NICE CX Excellence Award celebrates our strategic focus on leveraging the industry’s leading AI and machine learning to drive customer satisfaction and business success. Our digital solutions are designed to create meaningful and memorable customer interactions. This accolade recognizes the importance of pushing the boundaries of what’s possible in customer experience,” added iQor Chief Digital Officer Prabhjot Singh.
“iQor is delivering powerful results for their business and clients thanks to their commitment to relentless digital and AI innovation. They are leveraging the latest, market-leading CX AI available through CXone and Enlighten to drive exceptional efficiency, scalability, and precision. iQor is a shining example of what it means to be a Change Agent in the AI era,” said Barry Cooper, President, CX Division, NICE.
The 18 CX Excellence Award winners across six categories were honored at Interactions 2024. Change Agent award winners were selected based on their excellence in several key areas: effective communication and partnership with vendors, optimal implementation of best practices, successful rollout of products/solutions, and thorough training of agents and supervisory staff.
iQor was recognized for its meticulously crafted deployment strategy, comprehensive user acceptance testing, and collaboration between workforce management and technology teams that ensured a seamless transition to the CXone platform. The initiative streamlined iQor’s technology infrastructure, enhanced employee productivity, and improved operational visibility and compliance.
iQor congratulates fellow CX Excellence Award winners in the Change Agents category, Kaiser Permanente and Vera Bradley Customer Service.
SOURCE: BusinessWire