How to create a single customer view and the benefits

Imagine if, when you talked to a friend on the phone, you forgot everything you knew about them from your interactions over social media, email, or when you met face-to-face. Instead, all you could remember were your past phone calls with this person. Fortunately, our...

Deliver the best digital customer experiences

Any organisation which wants to remain competitive needs to use hardware, software and data to infuse itself, its employees, its products and services, and even its customers, with increased intelligence. Your customers are demanding it. Your competitors are already...

Save time and money in your contact centre

What would you do to avoid losing £5.11 billion a year? According to Contact Babel, that’s how much it costs UK contact centres when their agents spend time navigating between applications during calls. Not only is it costly in terms of money, all that dead time on...

Analytics is for business insights and efficiency

Anyone in the business of performance improvement, whether in commerce, sport, finance, or science, must start with measurement. Hard numbers are ultimately what your senior managers, board members and shareholders will look at to determine your success or failure –...

Components

Supercharge your programs with apps, components and integrations

Workflow

Infinity Workflow gives you the ability to create workflows that guide agents through transactions quickly. Like a satnav, the best route will be calculated based on agent input and customer response.

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Infinity Workflow

Unified Agent Desktop

Equipping agents to successfully serve customers. Infinity’s Unified Agent Desktop solution brings existing data and systems into a single desktop. This removes the need for agents to navigate different systems to find information and provides them with the tools needed to service the customer within one application.

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Unified Agent Desktop

Analytics

Discover your data, improve business processes and spot opportunities. Infinity Analytics makes connections between multiple data points to tease out business insights and trends that might otherwise remain hidden. The ability to take raw data, crunch it and churn out richer, summarised, cross-referenced data is extremely valuable, enabling people to turn it into insight and opportunity.

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Analytics

Outbound Performance Management

A proven, cost-effective call centre solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling. Save your contact centre time and money when making a significant number of outbound calls. Non-productive tasks, like manual dialling, are automated, leaving users to concentrate on talking to customers.

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Messaging

Consumers have long since gone digital, and now expect to be able to contact any organisation via whatever channel they like. Using our smartphones to discover products, place orders, make payments, and access customer service is just second nature now. Companies that don’t facilitate this run the risk of seeing their customers defect to competitors that do.

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Messaging

Self Service

AI helps to make products and services better for customers and more profitable for sellers and providers. Self-service solutions are generally either voice or text-based, however both use similar Natural Language Processing technologies behind the scenes, including speech/text recognition, text-to-speech, and speech-to-text.

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Self Service

Callmedia

Leverage multiple outbound channels. Create seamless, cross-channel conversations to increase customer satisfaction and eliminate repetition.

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Callmedia

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