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MSP iQor Adds NICE CXone to Support Utility and Energy Customers

By Tracey E. Schelmetic March 13, 2024

Companies that provide customer support in the energy and utility sectors have some very unique needs. See, customer support (as we well know) is often about safety in times of dire emergency, and the nature of business in these sectors means they're often required to meet government-imposed service-level agreements (SLAs), as well.

So, managed services provider iQor recently announced that it is pursuing improved customer experiences (CX) in the energy and utilities sectors by implementing NICE CXone (a cloud-based customer experience platform) to unify and optimize interactions between customers, call center agents, and brands.

iQor’s Symphony [AI] generative AI ecosystem — designed to enhance employee performance — will now incorporate CXone platform capabilities to provide customer service agents and energy and utility companies with the tools they need to deliver improved service and both streamline back office and customer-facing operations (while, of course, ensuring compliance with government regulations).

Moreover, the partnership "supports iQor’s delivery of customer and employee experiences with CXone's digital capabilities," said the companies. CXone’s customizable priority routing for specialty agents will allow operations to ensure they meet government-imposed 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 that will be supported by the 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.

“Energy and utilities industries operate under unique regulations, with uptime, response times, and resolution times being of utmost importance,” said iQor Chief Operating Officer Martin Lehtio. “With a focus on customization, flexibility and innovation, our partnership with NICE ensures that energy and utility companies meet these requirements while providing exceptional customer service, even during challenging circumstances. This ease of doing business helps deliver more satisfying customer and agent interactions.”

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