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Introduction
iQor CXBPO™, an award-winning customer experience business process outsourcing (BPO) provider, today announced the launch of infinityAiQ™, 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.
Built to power iQor’s CXBPO model, the infinityAiQ platform integrates intelligence across the agent and customer lifecycles — from hiring and training to engagement, resolution, and recovery. It combines secure infrastructure, proprietary AI tools, and enriched data pipelines into a cohesive, scalable system. A key component, Insights iQ™, extracts predictive, real-time intelligence from every customer interaction. Powered by iQor’s VALDI advanced analytics engine and enhanced through an industry-first collaboration with OpenAI, Insights iQ enables brands to act on 100% of conversations — not just samples — to uncover trends, detect churn risks, and accelerate action.
“infinityAiQ is the engine propelling our CXBPO model to help clients compete in a world where customer experience drives business growth,” said iQor President and CEO Chris Crowley. “By harnessing data, technology, and expertise, we deliver a scalable foundation for faster innovation, smarter decisions, and stronger customer relationships. This platform enables our clients to move beyond traditional outsourcing models and into proactive, insight-driven growth.”
infinityAiQ offers three integrated solution pillars to help brands turn customer experience into competitive advantage:
People iQ: Intelligent hiring, onboarding, and training systems that match best-fit talent to client needs, building high-performing, scalable teams.
Process iQ: Streamlined workflows and automation that reduce costs and improve speed, accuracy, and customer satisfaction.
Insights iQ: Predictive analytics and real-time decisioning tools that identify patterns, uncover opportunities, and drive revenue-enhancing CX strategies.
iQor’s investment in automation and machine learning enables its infinityAiQ platform to process over 2.7 billion tokens per week through LLMs and apply advanced predictive analytics to 100% of the call volume, driving significant improvements in performance and customer experience.
“infinityAiQ is the culmination of years of investment in secure infrastructure, proprietary AI, and advanced analytics,” said Prabhjot Singh, Chief Digital Officer at iQor. “We’ve engineered a platform that transforms unstructured data from every interaction into real-time business intelligence — fueling predictive decisioning, automation, and continuous optimization across the CX journey.”
With iQor’s PCI-DSS, SOC 1 and 2 Type 2, HITRUST, and ISO 27001 certifications, as well as HIPAA compliance, infinityAiQ provides clients with the confidence of operating on a secure, resilient infrastructure. Whether deployed as a full contact center solution or integrated with existing systems, the platform is designed to deliver unmatched intelligence and flexibility across omnichannel environments without disruption.
To learn more about how infinityAiQ powers unified intelligence for unmatched CX results, visit www.iqor.com/infinityAiQ.
Introduction
FT. LAUDERDALE, FLA., APRIL 28, 2026 — iQor, a global leader in full-lifecycle customer experience business process outsourcing, today announced that John Pompei, Vice President, Gaming Practice, will moderate a panel at the Live Service Gaming Summit North America, April 28-30 in Austin, Texas. Pompei leads the expansion of the Gaming Practice at iQor, bringing more than 25 years of experience across the gaming industry, including leadership roles at Microsoft and Electronic Arts.
Pompei will moderate the panel “Accelerating Content Creation: Quantity & Quality Control in Live Service Games.” The session brings together leaders from Electronic Arts, KingsIsle Entertainment, ProbablyMonsters, and Sony Interactive Entertainment to explore how studios are balancing the demand for continuous content with the need to maintain quality, performance, and player satisfaction.
“Most studios are sitting on a goldmine of player data, but they’re still making decisions in the dark,” Pompei said. “If you can’t see player friction and churn signals in real time, you’re not just missing insights, you’re losing players and revenue.”
As live-service models continue to scale, studios are under increasing pressure to deliver fresh, engaging content while managing real-time player feedback, evolving audience expectations, and operational complexity. At the same time, many organizations still operate with fragmented player data across support, community, and gameplay systems, limiting their ability to identify friction and respond quickly.
To close this gap, leading gaming companies are partnering with iQor to move toward more connected approaches that unify player support, community, trust and safety, and live operations into a single, insight-driven system. iQor powers this shift through its Connected Player Experience System, with Insights iQ™ at its core. Insights iQ™ analyzes 100% of player interactions across support, community, and gameplay, transforming fragmented signals into real-time intelligence.
This unified view enables teams to move from reactive support to proactive engagement, strengthen community health and trust, better engage high-value players, and optimize live operations based on real-time player sentiment and behavior. Built on iQor's infinityAiQ™ platform, the system connects traditionally siloed functions into a single intelligence layer, combining advanced AI with human expertise to help studios act on player interactions in real time to drive retention, engagement, and revenue growth.
Panel Details
Event: Live Service Gaming Summit North America
Session: Accelerating Content Creation: Quantity & Quality Control in Live Service Games
Date/Time: April 28, 9 a.m. CDT
Location: Austin Marriott South, Texas
Panelists Include:
Allison Baker, Development Director, Electronic Arts
Artie Rogers, Game Director, KingsIsle Entertainment
Jonathan Lander, Head of Publishing, ProbablyMonsters
Andrew Gambel, Director of Product – Live Services, Sony Interactive Entertainment
The Live Service Gaming Summit North America is a leading industry event focused on the strategies, technologies, and operations behind successful live-service games. The summit brings together developers, publishers, and industry leaders to share insights on player engagement, live operations, content strategy, and emerging trends shaping the future of gaming.
In addition to Pompei, iQor gaming experts Jonathan Shroyer, SVP, Gaming & AI, and Ryan Lipari, VP, Global Sales will be onsite throughout the event and available to connect with attendees interested in advancing their player experience strategies.
For more information, visit www.iQor.com/industries/gaming.