Infinity CCS

CTI & Multi-Media Applications - Infinity CCS

There are now many channels other than the phone. Effectively responding to customers using their preferred channel, be it email, web-chat, requested call-back, SMS, or any other, is imperative to controlling costs and increasing satisfaction. Meeting expectations is key; a week might be fine to respond to a letter, but people now require same day response to an email, almost instant replies to SMS and a call-back from a web request in less than 5 minutes. Fail to meet these expectations and prospective clients vote with their feet and shop elsewhere or, if they are a customer, phone you instead and add to your already growing cost of customer management.

What Is Infinity CTI & Multi-Media?

Infinity CTI & Multimedia is an in-built capability of Agent Desktop that links interaction delivery platforms with the agent"s desktop application. At the base level, it provides Computer Telephony Integration, (CTI) allowing you to combine information captured by your telephony switch, such as number dialled and calling line identification, with the customer management system. This improves control over call routing and leads to greater efficiency; for example, the ability to identify why someone is calling and route them appropriately.

Infinity CTI & Multimedia also enables you to blend your agents across multiple contact types enabling you to route email, web-chat, requested call-backs and SMS to your agents in line with your required response targets. This ensures your customers are appropriately answered regardless of how they contact you and your contact centre work is blended to optimise efficiencies.

We have a short video presentation about the benefits of CTI & Multi-Media

The Benefits

This level of seamless integration and inter-operability offers significant benefits including improved productivity (no searching for the right tool), quicker call and reply handling and reduced complexity for the agent.

These benefits are immediately felt by all parties: for supervisors and managers there is greater flexibility and control over how to handle customer interactions. Whether you have separate teams or want to blend agents across media, CTI & Multimedia provides an intuitive and effective way to route and handle such interactions, delivering significant performance improvement, better agent utilisation and greater flexibility.

For agents, it equips them with the information they require to deal with a customer enquiry as soon as it is passed through to them. This improves the level of service they can offer to the customer, reduces duration and removes the frustration associated with accessing the right system in a timely way.

And finally of course, even though they know nothing about it, customers are able to communicate utilising the channel that best suits them and are assured of a high level of service, as the agent is ready and fully equipped to deal with their enquiry.

Rapid Deployment

The Infinity CTI and Multi-Media application is not a major integration or bespoke development project. The application provides ready-made integration to the leading switches and media gateways within a proven and pre-built solution.

Multi-channel capability is no longer a "nice to have," it"s a "must have," and the Infinity application makes it simple.
Carl Adkins, CEO