INFINITY CCS AND WEBHELP SHORTLISTED FOR BEST MULTI-CHANNEL CUSTOMER SERVICE IN 2016 EUROPEAN CONTACT CENTRE & CUSTOMER SERVICE AWARDS
Against fierce competition Infinity CCS and its client the outsourcer Webhelp have been shortlisted in the Best Multi-Channel Customer Service category of the 2016 European Contact Centre & Customer Service Awards.
Widely recognised as one of the most progressive outsourcers in the UK market, Webhelp ‘engineers’ the customer experience it delivers for clients based on data-driven insight. Webhelp deploys the Infinity Platform – a combined agent desktop and workflow engine – for a number of client campaigns, in order to capture data from multi-channel customer interactions. The platform also provides a single user interface for some of Webhelp’s advisors, which contributes to improved productivity and effectiveness.
The Infinity platform has been designed for the outsourced environment and integrates easily to the disparate systems that outsourcers are often obliged to work with. “This overcomes a significant stumbling block,” explains Geoff Land, Infinity’s Managing Director. “Outsourcers are often inhibited in their ability to deliver insight-fuelled transformation or even optimal efficiency, by the multiple dis-integrated technologies – both their own and their clients – that they are forced to depend upon. “Infinity connects with them all to provide a single interface for advisors and a single point of interaction data capture.”
The partnership between the two companies was forged when Webhelp’s R&D function, identified Infinity’s potential to move Webhelp’s business forward and made it an element of its showcase capability that demonstrates ‘the art of the possible’ for new clients. Infinity went on to work closely with Webhelp’s business development teams, to introduce the benefits of the Infinity Platform to both new and existing clients and to support significant new business wins.
Infinity also works closely with Webhelp’s analytics teams, to help them understand how the interaction data captured by Infinity can be accessed and used, and with Webhelp’s operational teams to help them understand how to deploy and use Infinity in order to improve the customer experience as well as advisor engagement and effectiveness,
Webhelp’s Global Head of R&D, Dave Pattman says; “We’re delighted that the success of our partnership has been recognised by the award judges. The Infinity Platform has become an important part of our technology infrastructure and of the highly differentiated offer that enables us to win business from ambitious clients in a crowded market.”
More details of the Webhelp and Infinity partnership can be found at inf.garethewillis.com. Webhelp itself has been shortlisted in two further ECCCSA categories; Innovation in Digital Transformation with its client Shop Direct, and Best Application of Technology with its client Post Office Travel Insurance, which also uses the Infinity platform.
NOTES FOR EDITORS
Infinity is a provider of technology and services that deliver excellence, efficiency and commercial advantage for outsourced customer management service providers. At the heart of its offer is the Infinity Platform, a combined agent desktop and workflow engine that empowers outsourcers to design and deliver exceptional customer experiences, across multiple campaigns, with ultimate efficiency.
Easy integration with popular CRM and telephony solutions makes Infinity the ‘glue’ that gets all disparate technology systems working together and creates a single point of capture for the data needed to manage client operations, refine their performance and drive transformational change.
About Webhelp UK
Webhelp UK is part of the Webhelp Group; customer experience innovators across a range of digital, social and traditional voice channels to an international client base. From 10 locations across the UK and 45 worldwide, Webhelp provides multi and omni-channel services to some of the UK’s most progressive brands and businesses including Asda, BT, EE, e.on, Office Depot, Sainsbury’s, Sky, Viking Direct and Vodafone. The business has grown its revenues by 112% in the last four years by focusing on value-based outsourcing, omni-channel engagement and experience analytics to create optimal customer journeys.
The Webhelp Group employs 22,000 people in 45 locations worldwide and has its British headquarters in London.
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