Messaging

Create compelling and adaptive CX interactions using
messaging-based channels

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.

While not all channels are created equal, and some are a lot more popular than others, it doesn’t take that much effort these days to integrate most of them and provide maximum convenience for customers.

Infinity offers features for numerous different messaging and self-service channels…

Email

  • Interactive: agents can modify emails before sending
  • Non-interactive: mergeable templates used
  • Simple text or full graphical HTML editor with embedded images
  • Emails stored against contact, with full interaction history (calls, emails, chat, SMS) – overall view of the customer
  • Requires one SMTP service (shared by all campaigns)
  • Outbound and inbound

SMS

  • SMS stored against contact, with full interactive history (calls, emails, chat, SMS)
  • Scheduling available
  • Inbound/responses/tracking available
  • Trigger SMS messages to be sent as a result of an action such as a call recycle event or emails to be sent
  • Create outbound campaigns that are sent as SMS messages rather than phone calls
  • Create complex SMS systems that require the customer to respond to the message
  • Manage call interactions in one single user interface
  • Single customer view

Chat

  • Switch on/off depending on agent availability
  • Easily transfer chats to other agents
  • Manage chat exchanges with customers
  • Media blending possible
  • Agents can handle up to eight chat sessions at a time
  • One user interface
  • Customer engagement channels
  • Support most platforms where API exists
  • Instant messaging style chat interface
  • Pre-defined text and transcripts available

Social networks

  • Respond to all social media enquiries
  • Communicate with customers where they are
  • Make it easier for them to engage with you
  • Handle multiple conversations across multiple channels

Arrange a demo

To arrange a demo of Infinity’s Messaging Solution, or to discuss how it can work for your organisation, please dial +44 (0)121 450 7830 or send a form via

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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.

find out more

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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