In June 2007, Apple launched the first iPhone, since then consumers have fully embraced digital, any time, any place.

If they want to tweet you from their phone at 2am, chat with a live agent from their browser before finalising a purchase or use their tablet to video-link with technical support from the middle of nowhere, you’d better be able to respond.

Unfortunately, this new business reality requires big investments and most companies are under pressure to reduce costs, headcounts and capital spending.

A way out of the trash compactor

For occupiers of the C-Suite it must feel like being trapped in the trash compactor from the first Star Wars movie. On one side there is the pressure to be more efficient, and on the other the need to do more to meet customers’ new demands. Han, Luke and Leia escaped by passing the job on to R2D2, a droid. The same mix of outsourcing and technology can help companies meet their challenges today.

In this article we will look at how outsourced service providers (OSPs) able to leverage the right technology can have a transformative impact on their clients’ businesses by facilitating omni-channel communication.

Omni-channel technology

Your competitors are going omni-channel because that’s what your customers are doing.

Omni-channel does not mean focusing on every fancy new channel and device. One of our OSP clients, Alistair Niederer, CEO of Teleperformance UK, says: “This misses the point. A company like ours is actually focused on ‘this generation customer service’, not just what the media is saying is cool at present or in the near future.”

The challenge is to keep pace with customers’ demands for new channels and functionality as they evolve. It is not enough to just have in place a future-proof technology platform that allows you to add new channels as they become available.

You must be able to integrate customer data, product data, knowledge and IT systems from multiple departmental silos to provide customers with a seamless experience as they move from channel to channel. The agent who speaks to a customer on the phone should know about the tweet, the email and the web chat that led up to the current conversation, otherwise the customer experience suffers.

Increasing capabilities, reducing costs

Whether acquiring or servicing customers, meeting their new demands and reducing costs is a reality – if you have access to the right technology. Self-service eliminates unnecessary calls; knowledge bases speed up interactions and improve their quality; and a single agent view reduces AHT and ensures cross-channel consistency. Most contact centres, however, are burdened with technology infrastructures that are not up to today’s omni-channel requirements.

The answer to their problem may lie in outsourcing. Smart OSPs are using technology providers like Infinity CCS to access state-of-the-art technology with pay-as-you-go, massively scalable cloud and hybrid delivery models that help further reduce costs, eliminate capex spending and facilitate rapid testing and roll-out. Those OSPs can then pass on these benefits to their clients.

The transformation of outsourcing

With access to the necessary technology, OSPs can not only manage but transform the functions they manage. Instead of being given systems and a job and relying on economies of scale to deliver savings, OSPs are now able to address competitive business goals – service or acquire customers, increase NPS or advocacy scores.

Our client David Turner, CEO of Webhelp UK, a leading OSP in the customer experience management sector, says: “While OSPs have typically been reluctant to invest in technology ahead of client demand, many are now realising that their future prosperity depends on their ability to manage multiple channels and are investing in technology to support it.” They are doing so, he says, to enable their clients to achieve “a step change in customer management capability, as well as a real and sustainable reduction in cost.

In recent years OSPs have built robust technology infrastructures capable of coping with the ever-more stringent compliance and data security requirements placed upon them. While no doubt a good thing, this can conflict with the need to be responsive and nimble.

Partnering with a technology company like Infinity CCS – as OSPs such as Teleperformance, Webhelp and Interact do – brings them this flexibility. With our single agent view and on-demand contact centre solutions, OSPs can satisfy their clients’ demands for transformative services quickly, efficiently and without overloading their internal IT teams.

Ask for more, for less

The new business reality ushered in by customers’ adoption of multiple digital channels is not going away. The good news is enlightened OSPs that have adopted on-demand technology infrastructures can help any company meet these challenges head-on.

Solutions

Built for contact centres and BPOs

Infinity CIM provides agents with a single user interface they can use to manage customer interactions on any channel, and even entire customer journeys.

Features:

  • Single User Interface for Agents
  • CCaaS and CRM Integration
  • Customer Interaction Journeys
  • Analytics and Reporting
  • Decision Engine and Next Best Action
  • Low code Flow designer

Built for police, fire & medical emergency response centres

Infinity ERM provides calltakers and dispatchers in emergency centres with a single user interface that guides them through every call using IAED Protocols to arrive quickly at a properly coded dispacth solution with accompanying PAI / PDI information.

Features:

  • Single User Interface for Dispatchers
  • Case Entry and Key Questioning with IAED Protocols
  • Dispatchers Guidance and Dispatch Codes
  • CAD Integration and PAI / PDI Generation
  • Analytics, Reporting and QA Management
  • AI Training & Simulation

Built for healthcare organisations & contact centres

Infinity PIM provides advisors and receptions in healthcare organisations with a single user interface that guides them through every patient interaction, whether they take place by phone, email, SMS or even face-to-face.

Features:

  • Single User Interface for contact centre advisors and receptionists
  • Integrates and fronts underlying systems
  • Case entry and case management system with booking
  • Build patient interaction workflows that guide advisors through interactions
  • Omnichannel orchestration and automation
  • Decision Engine and Next best Action
  • No/low code workflow designer
  • Analytics, reporting and QA management
  • AI Training & Simulation

Products

Workflow software for interaction management

Supercharge your programs with Infinity's range of interaction management products. Build flows that guide frontline staff through interactions more quickly and efficiently across all channels. To explore how our products can deliver the right solution for your operation, please use the options on your left to browse through the various product sets.

Infinity Interaction Designer

Low-code software enabling non-technical users to build and deploy interaction workflows, scripts and screens that integrate with your enterprise and contact centre software stack.

Features include:

  • Web-based software, no installation
  • Simple integration with your stack via standard APIs
  • Low-code interface for non-technical users, advanced options for coders
  • Build reusable forms, screens, scripts, triggers, logic blocks and more
  • Chain these together to create interaction workflows and entire customer journeys
  • Publish to the web or run them inside your CRM or contact centre platform

Infinity Interaction Engine

Enable frontline staff to focus on interacting with customers and users, not systems. Run interaction workflows, scripts and screens in a browser, or right inside your CRM or agent desktop, to give staff a single user interface to all your underlying systems. No more searching for information or screen-switching improves the customer experience, reduces costs, and improves outcomes.

Features include:

  • Single User Interface for all frontline staff
  • Deploy workflows, scripts and screens to guide staff through interactions
  • Allow staff to read and update data from underlying systems from inside workflows
  • Present them with relevant customer data, knowledge and next-best-action prompts
  • Reduce wrap time by automating follow-up processes
  • Record all interaction data for analysis, BI and continuous improvement.

Infinity Interaction Analytics

Record all interactions, including voice, data inputs, keystrokes, and mouse clicks. Use Infinity's powerful tools, including conversational analytics and customised reporting, to uncover insights that enable continuous improvement.

Features include:

  • Customisable Reports
  • Report scheduling
  • Report Alerts
  • Dashboards by Pages
  • Secure Access

Infinity Knowledge Base

Infinity Knowledge Base is a shortcut that allows all frontline staff quick and intuitive access to the most relevant information for the interaction they are handling.

Features include:

  • Reduce AHT and training time by presenting knowledge information right inside an agent's current interaction workflow
  • Context-sensitive knowledge shortens the time it takes agents to find answers
  • Be more consistent and accurate by ensuring staff access up-to-date information
  • Reduce attrition by providing agents with tools that improve the employee experience
  • Get feedback to enrich your knowledge base

Infinity Interaction Simulator

Interaction Simulator is an AI-powered training platform that is integrated directly into Infinity’s software. The software creates realistic customer interactions based on your real historical data, and presents them to staff in the workflows they use to take real calls. knowledge, as well as practice using their Infinity interaction workflows.

Features include:

  • Integrates with Infinity, your CRM and contact centre platform
  • Simulates realistic calls to frontline staff for training
  • Uses text-to-speech to make life-like calls and express a range of emotions
  • Allows staff to access training and practice their skills at any time
  • Calls can be recorded and scored automatically

Integrations

Infinity can be integrated with almost anything via standard APIs that you can call in your workflows. You can also run Infinity inside most popular CRMs and contact centre platforms, or just in a browser.

Features include:

  • API integrations allow you to call on any data source or underlying system from your stack
  • Integration with shared services and external services extends functionality
  • Run Infinity workflows right inside CRM solutions like Salesforce or Dynamics
  • Run Infinity workflow right inside agent desktops from contact centre platform vendors including Genesys, NICE CX One, Callmedia, etc…

Company

Infinity is the leading provider of dialogue management software

Infinity's dialogue management software lets you build low code flows that present frontline staff with everything they need in one window to deliver the right response every time.

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