Case Study: iQor achieves CCaaS transformation, reduced infrastructure costs and faster agent onboarding with NICE Systems CXone

iQor Digitally Revolutionizes the Customer Experience with NICE CXone

iQor, a global business process outsourcer with about 40,000 employees, faced rising costs and inflexibility from its previous “build-mode” approach of bespoke, on‑premises contact center systems. As clients shifted to digital channels and demanded variable licensing and faster innovation, iQor needed to reduce infrastructure and maintenance burdens while improving omnichannel customer engagement and operational visibility.

iQor migrated to NICE CXone as a Contact Center‑as‑a‑Service, running a pilot, heavy user acceptance testing, and targeted training plus tight WFM integration to drive adoption. The transition retired 300 virtual servers, cut technology and licensing costs, shortened agent onboarding and average handle time, improved real‑time analytics and compliance, and unlocked faster client onboarding and new sales opportunities—while positioning iQor to expand universal queuing and AI-enabled services.

iQor

Tarn Shant

Senior Vice President of Transformation