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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Infinity’s innovative approach built on real customer service challenges and improving the user’s abilities to deliver on customer experience has meant that Infinity has been chosen by five of the largest BPOs in the world.

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Infinity’s innovative approach built on real customer service challenges and improving the user’s abilities to deliver on customer experience has meant that Infinity has been chosen by five of the largest BPOs in the world.

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About

Learn more about what we do at Infinity, leading provider of software solutions that optimise efficiencies and outcomes for key organisations that require effective dialogue with their constituencies, be they clients or the general public.

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