Business process outsourcing (BPO) and managed services company iQor recently announced a strategic partnership with AmplifAI, an AI-driven performance enablement platform dedicated to leveraging data to create personalized environments for workers (in terms of quality performance). The goal of the partnership is to power interaction analytics and artificial intelligence (AI) to transform call center performance and improve quality assurance (QA) functions.
iQor is a managed services provider of customer engagement and technology enabled BPO solutions comprised of 40,000 employees spanning 10 countries. The company enables diverse teams to scale their BPO digital solutions (from local to global) to create better customer experiences.
AmplifAI’s technology was created to harness the potential of data-driven insights and create personalized environments that empower employees to thrive. Through their platform, AmplifAI delivers a variety of optimized actions across coaching and follow-up tasks to team leaders, empowering agents with targeted and microlearning content, driving recognition throughout the organization, providing data-driven games for team engagement, and enabling continuous improvement and optimized performance.
“We are thrilled to collaborate with AmplifAI and leverage their expertise in data-driven personalization," said iQor CEO Gary Praznik in a statement. "This partnership marks a significant milestone in our mission to continually innovate and enhance the performance of our call centers. By combining interaction analytics and AI, we will further empower our call center agents to excel and deliver exceptional customer experiences."
By joining forces, iQor and AmplifAI will integrate interaction analytics, artificial intelligence and targeted learning content to create a truly personalized environment for call center agents. The combination will automate and scale QA functions, ensuring consistent adherence to quality standards while fostering continuous development and growth, according to the companies.
The integration of interaction analytics and AI-powered insights will provide real-time performance feedback and enable agents to receive personalized learning content tailored to their specific needs. This approach will drive improved agent productivity, enhanced customer experiences, and heightened overall operational efficiency.
Edited by
Alex Passett
