The Infinity Unified Agent Desktop empowers your agents to deliver great customer experiences with ultimate efficiency.
Once integrated with your telephony, CRM and back office systems, the desktop provides a single user interface from which your agents are able to interact with multiple applications, data sources and channels.
Because your agents no longer need to juggle different windows, applications and systems, they can concentrate on having powerful conversations with customers.
The results include reduced call times, improved first call resolution, higher customer satisfaction ratings, and lower agent training costs.
Run workflows and scripts inside the desktop
Set up and manage users, projects, CTI servers, diallers and data sources
Set up routing, store CRM and customer data, manage notes and callbacks, run CTI Toolbar
Set up, customise, run and publish MI and BI reports and configure dashboards
Build workflows with an intuitive drag and drop interface
Dashboard and messaging system for agents and supervisors
Agent login system with activity and productivity tracking
Pop context-sensitive knowledge articles to agents inside workflows
Once integrated, Infinity provides a single, consistent interface for managers and agents across all sites and departments, giving you the ability to fine-tune your whole technology stack to support operations. Although the underlying interface remains consistent, every element of the Infinity Desktop can be customised for different teams, contact types, functions, and channels.
The Infinity Desktop gives your agents access to everything they need to complete an interaction without changing screens or loading multiple applications. That means they can work with speed and confidence, fully focused on getting things right for the customer.
Providing agents with a consistent user interface reduces stress, speeds up training, and enables multi-skilled agents to perform more effectively. It also allows you to switch agents between projects more easily, and contributes to reduced attrition and absenteeism.
Because agents have answers at their fingertips they can deliver effective service fast. With workflows and CRM integration you can also craft unique and personalised customer journeys across multiple channels. Expect to see a rise in Customer Satisfaction, Effort and Net Promoter scores.
You can take Infinity to support a single programme, but it delivers greatest advantage when deployed across your estate. Experience shows it delivers productivity gains of up to 20% across the board by streamlining operational management and reporting.
Infinity Desktop has been built from the ground up with omnichannel in mind. Easy integration with your telephony stack and other channel providers – webchat, mobile messaging, SMS, social media, email – enables the Infinity Desktop to deliver the single customer view your agents need to deliver great customer experiences across all channels.