Infinity’s technology is redefining success across industries like outsourcing, healthcare, insurance, and travel. Our solutions tackle unique challenges head-on and help drive efficiency, enhance customer satisfaction, and foster business growth. The following case study recaps showcase how Infinity’s tools—unified agent desktops, workflow engine, and intelligent scripting—help businesses achieve measurable results and lasting impact.

Driving Agent Productivity with Unified Agent Desktop & Workflow Engine 

Interact, a rapidly growing UK outsourcing business, was tasked with establishing two outsourced contact center operations within a tight eight-week deadline. As a result, Interact turned to Infinity for our technology expertise and adaptability.

Deploying our unified agent desktop and powerful workflow engine, we were able to accommodate the client’s diverse requirements swiftly and efficiently. The Infinity platform delivered impressive results, achieving a 16% improvement in average handling time and increasing contacts per hour by 25% within the first six months. Furthermore, our solution provided Interact with a flexible IT resource that adjusted in line with the ever-evolving shape of their operation.

As Sarah Leff, Interact’s Operations Director, explains, “Infinity’s usage-based pricing mechanism allows us to actively manage our technology in line with fluctuations to keep our costs down. With tight operating margins, no outsourcer can afford to sit on idle technology. Thanks to Infinity, we don’t have to.”

Achieving Faster & Improved Patient Interactions with Agent Guidance 

One of the largest public healthcare providers in the United States overcame its challenges with the help of Infinity’s Agent Guidance solutions. This came after a widespread search for a system that satisfies their necessities, none of which met their specific criteria.

The bespoke solution offered by Infinity met the healthcare provider’s need for agent consistency and accuracy across its six sites. By providing a robust scripting platform, it fostered improved patient interaction and service consistency. Infinity’s solution also allowed for comprehensive reporting on contact center activities, facilitating a program of continuous improvement.

Offering a consistent interface, the system guides users through patient calls, enhancing efficiency and accuracy in the process. It resulted in faster, more precise patient interactions, automated processes, reduced waste, and lowered costs. The solution’s future-proof nature promises potential for broader application integration.

High Insurance Sales Achieved Through Next-Best-Action Workflows 

Infinity customer Union Insurance needed innovative technology to enhance its complex insurance sales process. The insurance company sought to increase operational flexibility, improve visibility, and bump up margins. With Infinity’s integrated solution, they gained auto and predictive dialing, intelligent scripting powered by next-best-action workflows, and seamless integration with Union’s CRM system.

The result? Significant upticks in contact rates led to higher sales, reduced training times, and more opportunities for up-selling and cross-selling. Moreover, the visibility of costs and KPIs improved drastically while customer satisfaction rates soared—80% of customers would recommend Union Insurance.

Advisors were able to sell the most appropriate policy with automatic script changes based on customer-provided information. Finally, Infinity’s solution allowed Union Insurance to regain control over its marketing campaigns and call center operations, resulting in enhanced service and profits.

Supporting Business Growth Through a Flexible Agent Desktop Solution

Webhelp UK, a part of the global Concentrix Group, was looking to achieve rapid growth. This leading BPO provider required a flexible agent desktop solution to support its expanding business across multiple client environments.

This was when the Infinity team stepped in with our platform – offering a seamless blend of an agent desktop and workflow engine. It quickly became a critical element for any new Webhelp business proposal needing an agent technology component. With this capability, Webhelp was able to refine and execute its value of the “art of the possible” in customer management.

The benefits were instant and substantial—a 20% reduction in Average Handling Time (AHT), 15% to 20% efficiency improvements in operation, a surge in sales conversion by an average of 9%, and an increase in sales value by an average of 3%. Overall, Infinity undoubtedly played a pivotal role in driving successful new business wins for Webhelp UK.

Driving Customer Satisfaction Through Streamlined Workflows

The case study on our customer, a major travel insurance provider, demonstrates how Infinity’s solution has the potential to transform the customer service experience. Faced with the challenge of improving their service to gain a competitive edge, the provider turned to Infinity for a technology solution.

Integrating Infinity’s workflow technology with a Unified Agent Desktop, they successfully streamlined their service provision. The Unified Agent Desktop allowed agents to access all necessary tools from a single interface, eliminating the need to navigate multiple systems during a customer interaction. Moreover, workflow technology simplifies processes by providing all necessary data from a single source.

The impact was twofold: customers enjoyed a more efficient and satisfactory service, while the company benefited from tangible efficiency gains of up to 20% and increased sales conversions. Integrating Infinity’s solution was an impactful move, reducing call times by half and significantly enhancing customer satisfaction. 

Delivering an Effective Response to COVID-19 Through Scripting Workflows

In light of the COVID-19 pandemic, Infinity Technology partnered with Teleperformance UK (TPUK) to expedite a web-script service for a prominent UK healthcare client. This service aimed to cater to the growing demands and complexities of their contact center services during the pandemic.

TPUK, as the prime contract supplier, managed multiple COVID-related work streams and implemented a comprehensive work-from-home policy for its employees. Infinity released its web-based scripting module that expanded the workforce beyond TPUK and accommodated changing pandemic circumstances.

With agility and precision, Infinity devised an initial script within days, made necessary alterations, and swiftly launched its new web-based script engine within TPUK’s designated Microsoft Azure environment.

Infinity’s software and professional services team also developed several applications that supported various programs essential for managing the COVID-19 pandemic. Such applications facilitated data exports and imports and email exports and provided a bespoke user interface for agents and the operational management team. Meanwhile, Infinity’s professional services team was tasked with overseeing the change, testing, and deployment of the agent scripting software.

The software facilitated services supporting programs needed in battling the pandemic, aiding over 11,500 agents daily, and establishing more than 47,000 user logins. Infinity provided round-the-clock support, ensuring seamless operation until the end of March 2022. These collective efforts culminated in a letter of thanks from TPUK’s healthcare client, acknowledging their significant role in the successful national healthcare response.

Infinity Offers Interaction Management Software Solutions

The outcomes achieved by our clients in healthcare, insurance, travel, and outsourcing demonstrate the power and adaptability of Infinity’s solutions. As such, our customers have been able to streamline operations, adapt to fluctuating demands, and create superior service experiences—all while staying focused on their core business objectives.

From substantial reductions in handling times and operational efficiencies to enhanced sales performance and standout customer satisfaction, these case studies showcase Infinity’s ability to deliver measurable improvements.

Interested in becoming our next success story? Book a demo with Infinity today and see how we transform your customer interactions.