iQor unveils AI to enhance employee, customer experience
FLORIDA, UNITED STATES — Managed services provider iQor has launched Symphony [AI], a new generative AI ecosystem designed to optimize the employee experience and enhance customer service capabilities.
The proprietary large language models (LLMs) tap into iQor’s decades of accumulated process knowledge and industry expertise to provide real-time support and training for frontline employees.
This enables the company’s 40,000-strong workforce across 10 countries to deliver a more streamlined, high-quality customer experience (CX).
“Symphony [AI] provides unparalleled insights to ensure our employees receive the best support and resources at every phase of their career journey,” said iQor President and CEO Gary Praznik.
The AI ecosystem focuses on three key areas:
- Talent acquisition to ensure employees are expertly matched to client needs
- Training and development so agents are knowledgeable from day one
- Performance enhancement and compliance to motivate staff and promote retention
The launch signifies iQor’s commitment to innovation in the customer experience sector. Symphony [AI] harnesses the power of technology and human expertise to create efficiency and growth.
“Our generative AI experience blends our long-standing industry experience with cutting-edge technology to ensure a rewarding employee experience that enables great CX,” Praznik said.
iQor aims to empower employees to deliver irresistible customer experiences that help clients compete. It is currently subscribed to the Outsource Accelerator (OA) Source Partner Program, a powerful tool that helps BPO firms with marketing, sales, and business intelligence.
