![Symphony [AI]<sup>™</sup>](https://www.iqor.com/wp-content/uploads/2023/10/Symphony-Ai-logo-final-light-background.svg)
Powers Our Team's Performance Excellence
We’re revolutionizing the employee lifecycle through generative AI. Symphony [AI]™ is 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 capabilities.
Strategy
Discover the Advantage of iQor’s Accumulated Process Knowledge
iQor’s accumulated process knowledge is an aggregation of our collective insights, methodologies, and best practices honed over decades of experience with real-world BPO operational excellence across industries. This knowledge is derived directly from our own experiences, evolving and refining with every opportunity we meet and every solution we implement. Whether tacit knowledge held by our expert team or detailed insights documented for precision, it’s this deep understanding coupled with our value-driven culture that empowers us to adapt and deliver superior workflows and unparalleled advantage to our client partners.
Harmonizing Generative AI With an Irresistible Human Experience
Symphony [AI]™ unifies iQor’s commitment to innovation, flexibility, and excellence by integrating advanced digital CX with irresistible human experiences. By optimizing talent acquisition, development, and retention we elevate organizational efficiency and enrich our value-driven customer service culture.
TOP FEATURES
iQor’s Symphony [AI]TM Ecosystem Powers CX Excellence
Symphony [AI]™ focuses on three key areas of the employee lifecycle—recruiting, training, and performance—to empower employees to deliver a more streamlined customer experience and contribute to your competitiveness in the marketplace.
[AI] Hiring Optimizes Talent Acquisition for Client Success
With iQor's [AI] Hiring platform, we optimize talent acquisition by automating candidate screening and selection, ensuring expertly matched frontline employees tailored to your CX needs. Our [AI] Hiring platform identifies top talent at scale, uncovering critical skills like sales, negotiation, and adaptability that drive success.
[AI] Training Simulator Empowers Agents From Day One
iQor’s [AI] Training Simulator accelerates agent proficiency through interactive role-playing scenarios tailored to your industry. With real-time feedback and scenario customization for various industries, the platform ensures agents continually refine their skills, leading to improved customer satisfaction and loyalty.
[AI] Predictive Analytics Ensures Excellence in Service and Compliance
iQor’s [AI] Predictive Analytics platform transforms customer interaction data into actionable insights that drive performance across all channels. By leveraging AI, machine learning, and human analysts, the platform identifies trends, optimizes customer experiences, and uncovers key business metrics to enhance operational efficiency and customer satisfaction.
TALENT ACQUISITION
Hiring That Elevates Customer Experience
Conversational AI
Utilizing advanced AI-driven communication modules, [AI] Hiring ensures prospective candidates experience dynamic, responsive, and informative interactions from first contact.
Candidate Selection
Drawing from iQor's accumulated process knowledge, [AI] Hiring provides automated shortlisting, ensuring the most suitable candidates move forward in a seamless recruitment journey.
Hiring Workflow
Through AI-driven insights and processes, [AI] Hiring optimizes a streamlined, efficient, and effective hiring process from start to finish, with every decision backed by data for the best fit.
TRAINING
Agent Training to Serve Customers Best
Training Techniques
Drawing from methodologies that accelerate learning, [AI] Training helps us ensure employees grasp concepts faster and retain knowledge longer to create smiles from the start.
Active Learning
Through dynamic learning modules and iQor’s active learning expertise, [AI] Training helps make training more interactive and engaging, promoting active participation and holistic development.
Development Paths
Based on iQor's accumulated process knowledge, [AI] Training facilitates personalized training experiences that address individual strengths and areas of growth while cultivating our irresistible work culture.
PERFORMANCE EXCELLENCE
Service Ensuring Your Customers' Trust
Performance Optimization
[AI] Predictive Analytics complements iQor’s coaching methods by pinpointing performance opportunities and developing customized guidance. This empowers team members through timely assistance that expands their capability toolkit and elevates productivity—laying the groundwork for growth and longevity.
Compliance Monitoring
Leveraging iQor’s rich data reservoirs, [AI] Predictive Analytics strengthens existing compliance mechanisms by proactively overseeing adherence to company and industry norms and regulations. It streamlines compliance and provides an added layer of protection for clients, customers, and the iQor team.
Employee Well-Being
Building on iQor’s long-standing commitment to employee well-being, [AI] Predictive Analytics brings advanced insights to spot signs of undue stress or potential burnout. It enhances wellness initiatives by providing tailored resources, individualized wellness plans, and data-driven workforce management to ensure a balanced distribution of work.
AI ECOSYSTEM
From Concept to Impact, Explore iQor’s AI Ecosystem for Excellence in Employee Performance and CX
Automation
Experience the future of customer service with our automation expertise. We deploy customized solutions where it matters most, from RPA to chatbots, boosting customer satisfaction and driving performance.
Computer Vision
We apply machine learning models to power AI system computer vision to interpret, analyze, and classify visual representations while maintaining compliance. Work-at-home monitoring helps us achieve 99% quality scores.
NLP and ML
We harness natural language processing and machine learning through customizable analytics, gaining insight into CX trends and performance. This enables real-time interventions that boost CSAT, saving an average of 1,000 customers weekly.
Semi-Supervised Learning
We deploy AI system semi-supervised learning techniques to facilitate sentiment scoring and generate predictive NPS for learning at scale, minimizing the data required to elevate performance and satisfaction, shaping the future of customer service excellence.
Machine Learning
Our machine learning solutions facilitate meaningful employee and customer experiences. Through attrition prediction, we have increased retention by nearly 3x, resulting in happy and experienced team members committed to delivering the best CX.
Conversational AI
We deploy conversational AI in the recruiting process to engage, assess, and hire faster—achieving high-volume recruiting success at scale. By placing employees in programs that best match their skills, we boost longevity, deepen program knowledge, and delight your customers.
AI Workflow
We integrate AI-powered performance enablement technology into our coaching processes to inform personalized actions with data-driven insights. This powers better coaching and elevates frontline employee performance, increasing net promoter scores by up to 13%.
Generative AI
Our collaborative approach to AI leverages transformational generative AI capabilities to unlock a new era in customer service. By integrating generative AI in ways that improve the employee lifecycle, we create a holistic employee experience for irresistible CX.
EXPLORE
AI Insights
Blogs
How Machine Learning Can Help You Reduce Frontline Employee Attrition
Replays
How Machine Learning Can Help You Reduce Employee Turnover
Blogs
How to Use Machine Learning to Power Conversations and Retain More Contact Center Employees
Blogs
6 Ways Predictive Analytics Can Improve Frontline Employee Experience Resulting in Better CX
Blogs
The Benefits of RPA: How BPOs Help Organizations Save Time and Money With CX Automation
Case Studies
How iQor Harnesses Performance Enablement Technology to Replicate Top Performers at Scale
Podcasts
Ep. 57 How AI Enables BPO Supervisors to Coach Agents and Boost Performance
Podcasts
Ep. 29 Digital Transformation Starts with Customer Experience
A BPO that works in concert with you.
iQor’s Symphony [AI]™ ecosystem optimizes the employee experience to deliver harmonious CX. We help businesses navigate evolving customer needs with flexibility and scalability. We’d love to help you transform your CX operation through the streamlined capabilities of our team’s AI-powered performance excellence.