Case Study: iQor achieves centralized global workforce management, higher occupancy and improved employee engagement with NICE Systems

Iqor Charts Global Growth With Nice

iQor, a global business process outsourcer delivering over 100 million customer contacts annually, faced scaling and scheduling limits across 50+ semi-autonomous contact centers and rapidly growing headcount — including a tenfold surge in work‑from‑home employees during the pandemic. The company needed to centralize workforce management and reporting, support fast global growth, and maintain employee engagement while presenting a unified solution to Tier‑1 clients.

iQor moved 21,000 employees onto NICE cloud solutions — NICE IEX Workforce Management, Employee Engagement Manager, and NEVA RPA — gaining a full‑function mobile app, automated schedule transactions, intraday visibility, and standardized, centralized operations. The rollout improved adherence and occupancy, streamlined communication of OT/VTO opportunities, enabled WFM‑as‑a‑Service for clients, enhanced real‑time customer insights and employee engagement, and helped absorb work‑from‑home disruption while improving overall customer experience.

iQor

PJ Singh

Senior Vice President Innovation & Optimization