Cisco Cisco Unified Contact Center Enterprise 10.5(2) Information Guide
Case Study | iQor
Cisco® Contact Center and Server Solution Helps iQor Get To
Market Faster and Scale Easily with Outstanding Cost Predictability.
When handling customer interactions for
global clients, you’ve got to be able to
rapidly adapt. And if they’re looking to cut
costs, it helps to stick to a budget, too.
With Cisco technology, iQor does both.
global clients, you’ve got to be able to
rapidly adapt. And if they’re looking to cut
costs, it helps to stick to a budget, too.
With Cisco technology, iQor does both.
Higher quality at less cost
Some of the world’s best-known brands
turn to iQor, a leader in business process
outsourcing (BPO), to serve their
customers at less cost and higher quality
than they can do themselves. With
clients in nearly every industry, adapting
to wide-ranging requirements is crucial.
turn to iQor, a leader in business process
outsourcing (BPO), to serve their
customers at less cost and higher quality
than they can do themselves. With
clients in nearly every industry, adapting
to wide-ranging requirements is crucial.
For inbound and outbound contact
centers, iQor uses a virtual global
platform. Quickly switching on agents
almost anywhere—Canada, United
States, China, India, Mexico, Panama,
Philippines, and Trinidad and Tobago—is
a key competitive advantage.
centers, iQor uses a virtual global
platform. Quickly switching on agents
almost anywhere—Canada, United
States, China, India, Mexico, Panama,
Philippines, and Trinidad and Tobago—is
a key competitive advantage.
But it’s not just the agents that are vital.
The company needs an open platform it
can build on to provide a winning, secure
service to its clients.
The company needs an open platform it
can build on to provide a winning, secure
service to its clients.
Ease of innovation
As one of the first firms in the world
to run Cisco Unified Contact Center
Enterprise software, iQor can smoothly
integrate inbound and outbound voice
with the Internet.
to run Cisco Unified Contact Center
Enterprise software, iQor can smoothly
integrate inbound and outbound voice
with the Internet.
Omnichannel applications include real-
time chat, web collaboration, and email.
time chat, web collaboration, and email.
Barry Grant, executive vice president and
chief technology officer, says: “Because
the platform’s built on open software,
rather than being hardware-based, it’s
easy to add systems and services.”
chief technology officer, says: “Because
the platform’s built on open software,
rather than being hardware-based, it’s
easy to add systems and services.”
The company has designed an ingenious
solutions suite that sits on top of the
Cisco contact center platform. And,
because many other firms also use
Cisco, it’s easy for iQor to integrate its
solutions into its clients’ systems.
solutions suite that sits on top of the
Cisco contact center platform. And,
because many other firms also use
Cisco, it’s easy for iQor to integrate its
solutions into its clients’ systems.
Size: 32,000 employees
Industry: Business Process
Outsourcing
Location: United States
“Our Cisco platform means
unparalleled flexibility to
integrate our applications.
Coupled with the enterprise
agreement, it gives us a
fixed cost model for growing
the business.”
Barry Grant
Executive Vice President and
Chief Technology Officer
iQor Corporation