iQor transforms ITSM with agentic AI

When you are the IT infrastructure behind dozens of global brands, there is no such thing as a routine outage. iQor, a global business process outsourcer, supports leading companies with customer care, technical support, and revenue growth operations, meaning a failure anywhere in its systems is a failure inside its clients' businesses too. That high-stakes reality makes IT not just a support function at iQor, but a competitive differentiator.

When new private equity ownership arrived with a mandate to modernize and automate, the IT team faced a reckoning with its tooling. An in-house, on-premises service management solution had carried the organization this far, but inconsistently, and with too many manual processes. A competitive evaluation followed, and iQor chose Freshservice for its partnership model, open API architecture, and the speed at which it could move alongside an AI-first company. The results: a 39% reduction in ticket volume, automation handling roughly 35% of IT service delivery, and zero failed changes.

"Freshworks has provided us a platform that unifies to scale," says Martha Perez, VP of IT operations excellence. "You provide us the data, so we continue to improve, and we continue to grow with you."

The company

iQor is a privately held global BPO headquartered in St. Petersburg, Florida, supporting leading brands with customer care, technical support, and revenue growth operations. The company employs more than 40,000 people across multiple countries.

The challenge

Being AI-first is a central part of iQor’s competitive identity in the BPO market. "AI first means you're leading your solutions with the capabilities of AI in the thought process," Ryan Ferguson, VP of IT operations. "That does not mean throw AI at it and hope it works. That means figure out what part AI plays in the solution chain."

For iQor, that standard applied to everything, including the tools IT ran on. iQor's previous solution was an in-house, on-premises system that was functional, but not built for a company that wanted to lead with AI, integrate fluidly across a complex ecosystem, and scale without accumulating overhead. Tens of thousands of tickets flowed through the team monthly, many of them high-volume and repetitive: password resets, account unlocks, phone extension resets. In a BPO serving clients across financial services, healthcare, and other regulated industries, even a password reset carries security implications since iQor is a single point of entry into dozens of client environments simultaneously. Manual processing at that volume wasn't just inefficient. It was a liability.

The company needed a solution that could meet it where it was: AI-powered, able to easily integrate with in-house systems, and fast enough to keep pace with an organization that measures everything against business outcomes.

The solution

Freshservice, powered by AWS, won a competitive evaluation based on its partnership, agility, and an open API architecture that could integrate with iQor's own in-house systems, including a custom-built HR system that drives employee onboarding and provisioning workflows. "Freshworks is a centerpiece of how we deliver services," says Ferguson.

The team deployed a conversational AI agent called Jenny, built on Freshservice and Freddy AI, to handle the highest-volume requests: password reset, account unlock, distribution list management, and phone extension reset. Each works in natural language, through tools employees already use, without a ticket ever being submitted. In a BPO where telephony is a core business capability, the ability to agentically reset a phone extension without involving a technician is a meaningful operational win.

Freshservice also integrated easily, connecting with Microsoft Teams, SSO, and iQor's in-house HR system, allowing automation to flow across the ecosystem rather than stopping at the ITSM boundary. When iQor acquired companies with different tooling and processes, that flexibility proved critical: one acquisition arrived with no ticketing system at all; another was already running on Freshworks. In both cases, Freshservice adapted to the business rather than the other way around.

Impact

For an AI-first company measured against business outcomes, the proof is in the metrics. Monthly ticket volume has dropped 39%, driven by four agentic AI skills that now resolve the most common employee requests without human intervention. Automation accounts for roughly 35% of all IT service delivery volume. Failed changes have reached zero, and proactive resolution has replaced reactive firefighting: with routine requests handled by AI, the team now monitors client configurations for issues before they become incidents. In the region with the lowest prior satisfaction scores, CSAT has climbed from 66% to 92%.