iQor Selects NICE as its Global Workforce Management Solution to Further Optimize the Customer Experience

April 13, 2021

Tech-Enabled BPO company will leverage the solution to augment its high-performing customer support teams across the globe

ST. PETERSBURG, FLORIDA - April 13, 2021 - iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, announced today its selection of the NICE Workforce Management (WFM) cloud-based suite to help teams further augment customer experience across its global service locations.

NICE is a globally recognized leading provider of both cloud and on-premise enterprise software solutions that empower organizations to make smarter decisions. In February 2020, NICE was named a leader in Gartner’s Magic Quadrant for Workforce Engagement Management—its fourth consecutive year.

iQor will use the NICE WFM suite to manage their customer representatives with AI-enabled forecasting, machine learning-based simulation for scheduling and real-time monitoring of adherence, automated intraday reforecasting and schedule re-simulation. The company is also in the process of tapping into NICE’s Employee Engagement Manager (EEM) solution to extend the reach of NICE WFM-based scheduling to agents regardless of their physical location.

“iQor is dedicated to putting our employees at the forefront,” said Gary Praznik, President and CEO at iQor. “NICE helps streamline our workforce management activities so that we are in a position to both plan intelligently and also quickly adapt to change in the near-term.” 

NICE will benefit iQor’s clients by ensuring the right balance of staffing in its operations. It will also further enhance iQor’s ability to rapidly respond to unexpected fluctuations in call volume and accurately plan for seasonality, campaigns and product launches.

“NICE is a reliably accurate forecasting and staffing solution that we will be able to call upon in helping clients work through their workforce management challenges,” said Loren Dennis, Senior Vice President Workforce Management at iQor. “We are excited to leverage NICE’s additional capabilities to drive further improvements in productivity, employee engagement and customer satisfaction.”

About iQor

iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 35,000 employees in 9 countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles. For more information, please visit us at or follow us at

Media Contacts

Robert Constantine


Like always, we're taking customer interactions to new levels of satisfaction.

The way we communicate is evolving, and we're staying ahead of the curve. In everything we do, we're gearing up to deliver the most intelligent customer interactions the world has yet to see. Join us as we continue to lead the industry in customer experience.


At iQor, we focus on our best feature: customer experience.

Our greatest strength has always been how we facilitate authentic interactions. Even more than before, we're singularly devoted to providing the highest quality customer experiences. We've been able to do that through our top-notch team of tech-enabled agents. We're doubling down on CX to do this better, leaner, and faster.


We're investing in our strengths, all the way to the top and beyond.

Our new Board of Directors is passionate about amplifying our partnerships, deepening our core services and remaining agile to the unique needs of our employees and clients. Innovation has always been at our core, and our leadership will continue to lead us into more revolutionary services in the future. Feel free to expect big things.


Though we've been at it for years, this is only the beginning.

We're a business built on setting the standard for the highest quality of customer interactions. With our private cloud enabled technology, irresistible communal culture, and our talented team behind it all, we're paving the way for unprecedented customer support. Get ready to be empowered like never before.


Come join something new.

See for yourself how iQor can bring better technology process, and people to your customer journey.