Optimising agent efficiency

 

The Infinity Outbound Performance Management solution saves contact centres time and money when making a significant number of outbound calls.
It’s a proven, cost-effective solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling, increasing contact rates, enhancing agent productivity and lowering costs, all whilst satisfying the latest regulatory compliance.
Dialler modes

Predictive Mode – Only answered calls are connected, optimising agent productivity.

Auto Mode – automatically dials numbers and can leave an automated message or connect a customer to a live agent once the call is answered.

outbound performance management

Features

call blending and scheduling
Call blending & scheduling
campaign management
Campaign management
compliance
Built-in OFCOM compliance
call recycling plans
Call recycling plans
reporting and statistics
Reporting and real time statistics
multiple dialler modes
Multiple dialler modes & numbers per contact

Our agents are able to work faster and more fluently because Infinity gives them easy access to all the information they need to answer customers’ questions – all from a single unified desktop and dialler

Sarah Leff
Operations Director, Interact CC

Benefits

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    Provides fully integrated reporting and real-time statistics, so supervisors can easily manage their teams and access call recordings

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    Blends inbound calls, emails and chat into all available users and manages workloads based on priority

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    Increases productivity by automating non-productive tasks, leaving agents to concentrate their efforts on talking to customers

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    Optimises agents time by only connecting calls once the customer has answered, through auto dialling

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    Improves customer service & reduces costs

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    Supports 50 to 1000+ agents

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    Flexible payment options enable you to scale your number of seats to suit your business needs

outbound performance management

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