For the best customer journey you need an intelligent, dynamic workflow that guides agents through transactions quickly while giving them the freedom to follow where the customer wants to go.
Unlike a rigid calling script, which might be like an old printed roadmap, a dynamic workflow is a smart SatNav system that constantly recalculates the best route based on the agent’s inputs and customer’s responses.
Infinity workflows are integrated with CRM, customer and transactional databases, other systems and of course, all your channels. This means information can be presented to agents right inside workflows without them having to swap applications. Agents can update these systems and enter data directly through the workflow too.
The result is that agents are able to focus on the customer rather than systems and processes, dramatically boosting both quality and efficiency, regardless of the channel the customer chooses.
Infinity Workflow Engine integrates with Infinity Desktop or any other contact centre agent desktop solution and allows you to run workflows inside them that have been built using the Infinity Workflow Designer. This lets you extend the functionality and lifetime of your existing software and hardware, as well as front legacy, client and other systems that you’re currently unable to replace.
Because your existing legacy systems and channels cannot easily be ripped and replaced, Infinity Workflow Engine is designed to integrate with them all. This enables you to run workflows that provide a consistent front-end to all your systems and channels.
Infinity workflows guide agents through the steps they need to take to deliver an exceptional customer experience that’s legally compliant and meets your quality standards.
The Infinity Workflow Engine can create an infinite number of interaction workflows that meet each team and channel’s needs exactly. Because the underlying desktop interface is the same, agents can move easily from one team to the next with minimal systems training.
Infinity Workflow Designer allows non-technical staff to quickly and easily build advanced multi-channel, branching workflows without writing a single line of code. These workflows can then be run in the Workflow Engine, inside either the Infinity Desktop or your own.
Using the same intuitive drag & drop system, non-technical staff can integrate workflows with multiple data sources such as CRM, customer and transactional databases, and also set up rules for outbound dialling, CTI and routing.
Because no coding is required, your operational teams are empowered to make changes quickly without support from us or your IT team. This frees up your IT staff to focus on areas where they add real value and ensures workflow is deployed by the people who understand your processes best because they use them every day.
Save time during interactions, in wrap and in the back office by using Workflow Designer’s powerful Function Builder to set up automated processes, such as postcode look ups, credit checks, batch uploads and downloads, scheduled reports, document merges and outputs, and payment processing.