iQor CXBPO™, a global leader in outsourced customer experience (CX) solutions, announced today that Chief Digital Officer Prabhjot Singh will speak at NiCE Interactions 2025 at the ARIA Resort & Casino in Las Vegas. Singh will take the stage during one of the event’s Best Practices sessions on Wednesday, June 18, at 2 p.m. PDT.
In his presentation titled “Taming the Beast With SmartReach,” Singh will share how iQor harnessed SmartReach, the unified outbound engagement platform that combines the strengths of NiCE CXone and LiveVox, to transform rigid legacy CX infrastructure into a faster, smarter, and more scalable solution. The session will showcase how iQor reduced operational expenses and improved analytics, including cutting system downtime by 40%, lowering abandonment rates by over 30%, and boosting agent productivity by 15% — resulting in more than $5 million in savings.
Singh will also highlight how SmartReach empowers agents with efficient tools, ensures seamless compliance, and enables meaningful customer interactions across channels while overcoming initial integration complexity and internal change management challenges.
Singh has led the company’s digital evolution by combining AI, machine learning, and next-gen technologies to empower agents and optimize operations. This includes architecting iQor’s Insights iQ™ next-gen analytics solution that transforms every customer interaction into actionable business intelligence using AI and predictive analytics powered by iQor’s infinityAiQ™ platform and OpenAI collaboration. His session will offer practical guidance for CX leaders navigating modernization, covering change management, cloud integration, workforce enablement, and customer-centric growth.
Attendees will walk away with real-world insights on how to manage enterprise-scale CX migrations with minimal disruption, apply AI and analytics to drive performance, and unlock the full value of SmartReach and human capital in a unified CX strategy.
To learn more about how iQor’s AI capabilities optimize CX at scale, visit www.iQor.com/infinityAiQ.
To learn more about NiCE Interactions 2025, visit the official event site.
About iQor CXBPOTM
iQor CXBPOTM is a trusted partner in intelligent customer experience solutions, delivering exceptional results for global brands. With 40,000 employees across 10 countries, we combine 30 years of industry expertise with cutting-edge AI-driven innovations to optimize customer interactions at every stage. Our agile, scalable solutions ensure seamless omnichannel engagement, driving loyalty and measurable business success. Recognized as a Great Place to Work® and a leader in CX excellence, we elevate performance through a people-first approach, operational expertise, and secure, technology-enabled solutions. Learn more at iQor.com.
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