iQor 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.