While the call center is the front line of relationships between companies and customers, call center agents don’t always have all the tools they need to provide customers with the services they want. These tools that they're lacking are often, admittedly, the right skills… so, companies must walk a fine line between delaying the beginning of a campaign to train agents and meeting service level agreements (SLAs). Adding artificial intelligence (AI) functionality to the process of upskilling can help agents gain the tools they require.
Managed services provider iQor announced a recent addition to its portfolio: namely, the cloud-native customer experience platform NICE CXone. iQor, which offers customer engagement solutions to business process outsourcing (BPO) companies, said it added the NICE solution to unify and optimize all interactions between customers, call center agents and brands.
iQor's Symphony [AI] generative artificial intelligence ecosystem now incorporates CXone platform capabilities to improve frontline agent performance by providing real-time analytics, responses and solutions derived directly from iQor’s industry experience and best practices. The combination will enable iQor to upskill agents around specific banking, financial services and insurance campaigns (such as welcome calls) and maintain flexible workforce management by cross-training agents. This allows for seamless transitions across different services and helps increase key performance indicators (KPIs), such as first-contact resolution rates, according to iQor.
“Empowered agents create more satisfying human interactions while real-time analytics provide insights to continually improve the customer experience,” said iQor Senior Vice President of IT Joe Przybylowski in a statement. “Clients in the banking, financial services, and insurance industries demand the highest level of customer support, efficiency, and compliance. Our partnership with NICE equips us with the tools to deliver a superior customer experience and operational excellence, while addressing the unique needs of this sector and increasing the ease of doing business with us.”
To learn more about solutions that improve the customer experience, plan to attend the Future of Work Expo from February 13-15 in Fort Lauderdale, Florida. NICE’s Kevin Lee, VP and Global Head of Digital Sales and Strategy, will speak at a session entitled, “The AI Revolution Continues – Leveraging Large Language Models.” In addition, at the collocated Future of CX Expo, Mr. Lee will speak at a session entitled, “Demystifying & Differentiating Approaches to AI in CX,” and Whitney Meer, NICE’s Applied AI Product Manager, will participate in a session entitled, “Getting Smart on Knowledge Management & Data Platforms.” For more information or to register, visit the show websites.
Edited by
Alex Passett
