Connected Experiences
Scale. Security. Data Integration. Analytics and AI tools. The core enablers to modern CX.
infinityAiQ™ is iQor’s proprietary engine that powers our service lines to achieve top-tier results through intelligent operations.
Strategy
Designed for Scale, Security, & Agility
The best CX depends on a common set of capabilities shared across acquisition, care, servicing, and retention to efficiently enable your customer. Delivering secure solutions across a global footprint requires advanced, centralized, and accountable security alongside agile technology platforms informed by scaled data sets.
infinityAiQ solves this complexity through a unified intelligence platform that combines human expertise, AI, and analytics to optimize every stage of the customer experience. The platform is designed to help clients deepen loyalty, reduce costs, and increase revenue through smarter, more adaptive CX operations.
People 
Intelligent hiring, onboarding, and training systems that match best-fit talent to client needs, building high-performing, scalable teams.
Process
Streamlined workflows and automation that reduce costs and improve speed, accuracy, and customer satisfaction.
Insights
Predictive analytics and real-time decisioning tools that identify patterns, uncover opportunities, and drive revenue-enhancing CX strategies.
OVERVIEW
Built Ground Up for Results
infinityAiQ is designed to unleash the power of AI with the security of enterprise cloud services. Comprised of our infrastructure, data management platform, and AI-enabled tools, infinityAiQ provides clients with the most advanced CX technology that continuously improves results.
Infrastructure
Scale with confidence across 10 countries with in-office and work-at-home options to find the right combination of scale and efficiency. Our global infrastructure and applications stack deliver full PCI-DSS, SOC 1 & 2 Type 2, HITRUST, ISO 27001, and HIPAA compliance along with zero trust end protection. We leverage secure architecture integrations providing access to leading CX cloud infrastructure. Think of it as the engine that drives our performance.
Data Management
If infrastructure is our engine, data is our fuel. Securely ingesting millions of interaction records and market and operational data into private LLMs for real time analysis. Data-driven decision making is foundational to every aspect of delivery from hiring and development to tuning call flows and automation, enabling consistent delivery across the customer journey.
AI-Enabled Tools
AI tools connect infinityAiQ to our delivery teams across People, Process, and Insights iQ. Think of them as the steering wheel and pedals to the car that allow operators, solutionists, and account teams to harness the power of AI. These tools combine best of breed technology with proprietary delivery models tailored to each of our service lines.
TECHNOLOGY
Global Infrastructure Built for CX
We use a winning combination of private cloud technology for effortless connection into our secure MPLS network and consultative support to solve your biggest CX challenges. Whether it's for voice or non-voice interactions, we deliver the required tools to our agents' desktops no matter where they are in the world to optimize your channels and create happier customer experiences.
Scale Customer Support Teams Rapidly
Whether you need a team of 150 CX experts in India or 1,500 in the Philippines, Trinidad, and Colombia, we can quickly launch proficient teams globally, at the same time.
Remain Flexible to Changing Customer Needs
Allocate experts to what matters most to you and your customers. Our CX private cloud supports internal centers and can handle 100% of your event-driven volume.
Keep Data Safe & Secure
We wipe data after every shift, embed our systems with compliance and security safeguards, and store all sensitive data at our secure, world-class data centers in the US.
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TECHNOLOGY
Data Management
TECHNOLOGY
AI-Enabled Tools
NLP & 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.
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.
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.