BPO Will Harness Proprietary Large Language Models to Develop Advanced AI Capabilities for Irresistible CX

iQor, a leading managed services provider of digitally enabled business process outsourcing (BPO) customer experience solutions, is proud to unveil Symphony [AI]™, iQor's generative AI ecosystem designed to transform and equip employees to deliver optimized CX. This next-generation solution utilizes proprietary large language models (LLMs) to tap into iQor's accumulated process knowledge, accessing decades of industry expertise and unique organizational insights to maximize employee performance.

"By leveraging our extensive reservoir of accumulated process knowledge, Symphony [AI] provides unparalleled insights to ensure our employees receive the best support and resources at every phase of their career journey," stated iQor President and CEO Gary Praznik. “Our generative AI experience blends our long-standing industry experience with cutting-edge technology to ensure a rewarding employee experience that enables great CX.”

The launch of Symphony [AI] signifies iQor's ongoing innovation and forward-thinking solutions that address tangible, real-world opportunities in the customer experience BPO sector. This AI ecosystem fosters an environment where technology and human expertise intersect, creating a synchronization of efficiency and growth that upholds iQor’s commitment to excellence.

Symphony [AI] optimizes frontline agent performance with real-time insights, responses, and solutions based on iQor’s vast accumulated process knowledge. This knowledge is derived directly from iQor’s experiences—an aggregation of evolving insights, methodologies, and best practices honed over years of operations to deliver unparalleled advantage to clients.

Symphony [AI] will revolutionize three key areas of the employee lifecycle to cultivate empowered employees that deliver a more streamlined customer experience contributing to client competitiveness in the marketplace.

• Optimized Talent Acquisition for Client Success: Symphony [AI] optimizes talent acquisition, ensuring client partners benefit from expertly matched frontline employees tailored to meet the needs of their CX programs. The synergy of advanced technology and iQor's recruitment mastery elevates program outcomes at scale.
• Empowered Agents Ready From Day One: Harnessing Symphony [AI], iQor's training, nesting, and development ensures frontline agents are well-prepared and knowledgeable from the outset. iQor's commitment to employee development and excellence results in a consistent, high-quality customer service experience.
• Excellence in Service and Compliance: Through Symphony [AI], iQor enhances employee performance and compliance while prioritizing well-being and promoting retention. The result is a highly motivated, compliant, and efficient team committed to delivering irresistible CX.

To learn more about Symphony [AI] and iQor’s digital capabilities, visit https://www.iqor.com/symphony-ai.

About iQor

iQor is a managed services provider of customer engagement and technology-enabled business process outsourcing (BPO) solutions comprised of 40,000 amazing employees spanning 10 countries. We are passionate about delivering an outstanding omnichannel customer experience for brands across the globe. Harnessing intelligent CX technology and AI-driven innovations that can scale teams anywhere, our BPO solutions create happy employees and delighted customers. Our irresistible culture results in a smile with each interaction to create optimal customer experiences. We enable diverse teams to scale our BPO digital solutions from local to global to create the CX experience brands demand to win and keep customers. Read, see, and hear more at iQor.com.

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