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SHI partnered with iQor to modernize IT, streamline operations, and accelerate AI innovation.
Video Transcript: Refocusing on AI innovation: iQor’s IT evolution with SHI
I leverage SHI’s experience to make my job easier by looking at the technologies that we want to invest in, and having a partner that has experience and the breadth of knowledge on how those technologies work.
My name is Prabhjot Singh, also known as PJ Singh. My title is Chief Digital Officer at iQor, and my role is to provide a modern infrastructure and a number of our safety tools to provide high reliability and security for our clients. iQor is a global business process outsourcing company. We operate out of eight different countries across 35 locations. We provide solutions to the top Fortune 500 companies in the United States.
I first discovered SHI through an old friend of mine, Pat, and we were actually already doing some business with SHI, but the introduction with Pat led to a better understanding of all the different solutions and offerings that SHI has to offer. The main factors for choosing SHI were about diversity of suppliers was was a big part of it, a modern supplier that could understand our needs at a deeper level, and being able to work with a company that can deploy solutions across many spectrums of technology and not just within the hardware space that we were originally in. The key takeaways from the strategic planning session with SHI, the most important one that stuck out with me was the thoroughness of it. SHI spent a lot of time going through all the different silos of the various IT departments and really sharpening our framework of what we really need over a period of time and then bringing all of that information in a very holistic way that helped us, that helped me, for sure, understand the long-term strategy and lay out our two to three year vision about how are we going to modernize our data center, our footprint and really start adapting into the cloud. A big part of the partnership SHI, along the AI strategy, was understanding that we have a lot of of tech debt and deficits that first has to be moved before we could really take on AI. This partnership has impacted our innovation and growth by letting us focus on the things that we really want to focus on, which is AI and the development of all of our technologies in that generative AI space. My big pain point before SHI was not having a partner in my VAR ecosystem. Most of them were suppliers and none of them were partners, and I think with SHI that was the big change that we made where it was a partnership that both sides invested into.
Customer profile
iQor is a global BPO leader, delivering AI-driven customer experience solutions for Fortune 500 companies.
Solution
SHI developed a modernization plan for iQor, focusing on cloud migration, security, and IT efficiency.
>10,000 employees | Cloud | Infrastructure | Next-Gen Infrastructure | Professional Services
Outcomes
AI Innovation
SHI helped reduce iQor’s IT burden so they could focus on next-generation AI technology.
Efficiency
Streamlining iQor’s data center infrastructure from 70 racks to just 10 reduced complexity and cost.
Security
SHI helped iQor develop a zero-trust foundation for greater security and resilience.
Through a strategic partnership, SHI helped iQor modernize its IT infrastructure to refocus resources on advancing AI-driven innovation.
Challenge:
iQor is a global business process outsourcing company operating in eight countries across 35 locations. Specializing in customer experience solutions for Fortune 500 companies, iQor leverages cutting-edge technology like AI and private cloud platforms to support complex business needs on-demand.
The organization faced challenges in managing its legacy technology infrastructure while advancing its AI strategy. The need to modernize its data centers, transition to cloud computing, and adopt SaaS-based applications was compounded by a lack of strategic IT partnerships. This made it difficult for iQor to allocate resources effectively toward its AI initiatives, critical for driving value for its clients.
Solution:
To address these challenges, iQor partnered with SHI to develop a comprehensive modernization plan. The collaboration began with detailed strategic planning sessions that brought together teams from across iQor’s IT ecosystem, including networking, storage, servers, and application development. These sessions allowed SHI to gain a deep understanding of iQor’s long-term goals and create a multi-year roadmap for transformation. A critical focus was on transitioning iQor’s compute workloads to the cloud while simultaneously building a new data center. This new facility replaced a legacy 70-rack setup with a streamlined 10-rack solution, significantly reducing operational complexity and cost.
SHI also played a pivotal role in enhancing iQor’s security posture. Together, the teams established a foundation for a zero-trust architecture, addressing previous vulnerabilities and positioning iQor for greater resilience. By outsourcing tactical tasks to SHI, iQor was able to reallocate internal resources toward its strategic priorities, particularly its AI initiatives. This partnership also provided essential support for optimizing cloud financial operations, ensuring cost-effective implementation during the migration process.
Outcome:
The partnership with SHI delivered transformative outcomes for iQor, enabling the company to achieve its modernization and growth objectives. By transitioning a significant portion of its compute workloads to the cloud and modernizing its infrastructure, iQor achieved greater operational efficiency and reliability. The streamlined data center setup drastically reduced its physical and financial footprint, allowing for more strategic investments elsewhere. iQor’s improved security posture also set the stage for a robust zero-trust architecture, ensuring the company’s IT framework remains resilient in an increasingly complex threat landscape.
Most importantly, the collaboration with SHI allowed iQor to redirect its focus to its core strength—AI innovation. Freed from the demands of managing legacy systems, iQor’s teams could dedicate their efforts to developing cutting-edge AI tools, including its Symphony AI ecosystem and generative AI technologies. These advancements are already driving value for iQor’s clients and are projected to propel the company toward accelerated growth in the years ahead. Through this partnership, SHI helped transform iQor’s IT operations, enabling it to realize its strategic goals and prioritize innovation for the future.
“This partnership has impacted our innovation and growth by letting us focus on the things that we really want to focus on, which is AI and the development of all of our technologies in that generative AI space.”- PJ Singh - Chief Digital Officer, iQor
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