Outbound Performance Management

Enhance productivity and lower costs…

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. It is proven to increase contact rates, enhance productivity and lowering costs.

Dialler modes

Predictive mode

Calls are only connected once answered. This increases productivity, allowing agents to focus on other tasks instead of listening to a dial tone. Predictive mode is valuable when there are large volumes of similar calls to be made and a high rate of failure to connect. It generates lower volumes of abandoned calls, improving agent performance.

Predictive mode

Auto mode

Only one call is generated for each user and is launched automatically. Call progress is tracked and recycled for outcomes (e.g. busy, unavailable, no answer etc). This leads to improvements in user talk time.

Auto mode

Features

Built-in OFCOM compliance

Built-in OFCOM compliance

Provides performance under UK regulations.

Campaign management

Campaign management

Each agent can be assigned to another campaign without having to log out and log back in, restricting the amount of time lost when managing multiple lists.

Priority list blending

Priority list blending

Each call list is assigned a priority. Infinity enables a smooth transition from one list to another, blending calls from the new list with existing calls from the previous list, ensuring that list penetration rates remain high without sacrificing productivity.

Call recycling plans

Call recycling plans

Maximise the possibility of contacting the customer. Infinity provides a higher likelihood of a successful contact from customers who requested call-backs. The campaign and list management capabilities allow multiple lists to be assigned to a single campaign. These can be shared between teams to keep up productivity, even when list data is running low.

Seamless integration with existing systems

Seamless integration with existing systems

Infinity Reach can complement and add functionality to existing infrastructure, focusing on enhancing efficiency, reporting, training, accuracy and experience.

Benefits

  • Fully integrated reporting and real-time statistics
  • Blends inbound calls, emails and chat into all available users’ workloads based on priority
  • Automates non-productive tasks, leaving agents to concentrate on customers
  • Optimises agents time by only connecting calls once answered
  • Supports 50 to 1000+ agents
  • Scalable to suit your business needs

Interested?

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

contact us

Infinity Efficiency

Infinity Efficency is a suite of tools that combine to empower businesses and teams to design, optimise and run all types of business processes using their existing technology. 

EXPLORE INFINITY EFFICIENCY

Infinity Efficiency

Infinity Efficiency

Infinity Efficency is a suite of tools that combine to empower businesses and teams to design, optimise and run all types of business processes using their existing technology. 

EXPLORE INFINITY EFFICIENCY

Infinity Efficiency

Infinity Response

Trusted by one of the largest and busiest emergency response agencies in the United States. Infinity Response supports emergency services agencies’ ability to rapidly and accurately process calls for police, fire and medical emergency assistance.

EXPLORE INFINITY RESPONSE

Infinity Response

Infinity Reach

Infinity Reach enables healthcare organisations and hospitals to deliver the best patient experiences, convert enquirers into loyal patients, comply with quality targets, and meet strict budget requirements.

EXPLORE INFINITY REACH

Infinity Reach

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.

find out more

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.

find out more

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.

find out more

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.

find out more

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.

find out more

Self Service

Callmedia

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

find out more

Callmedia

Business Process Outsourcing (BPO)

Infinity CCS offers a customised and efficient business processing service to ensure that your clients receive the best customer experience they deserve. Keeping in line with your brand and your business ethos, Infinity invests time in getting to know your business and your client products, ensuring that the right scope of requirement for your project is captured.

learn more

Business Process Outsourcing (BPO)

Business Process Outsourcing (BPO)

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.

learn more

Business Process Outsourcing (BPO)

Emergency services

A persistent pain point for emergency services is that they cannot write workflows or introduce changes to enhance and optimise response for incoming emergency calls. Infinity has reinvented emergency response by bringing the expertise of the world’s largest and most successful contact centres to emergency services.

learn more

Emergency services

Hospitals

At Infinity, our mission is to empower hospitals and healthcare providers to improve quality of care via telephone and other channels by providing workflow and scripting software that clients can completely customise, without enlisting the IT department.

learn more

Hospitals

Insurance

Boost sales and retention by putting customer experience at the heart of your processes. Infinity has worked with Union Insurance, Post Office Life, Sainsbury’s Bank and AIG. Infinity’s end-to-end solution allows brokers to quote, facilitate, manage and deliver a more transparent service to customers from one end of the lifecycle to the other.

learn more

Insurance

Utilities

In the energy industry, the product cannot be differentiated, and customer loyalty is essentially non-existent due to the masses of competitors. Customers are enticed by price and kept by service. Infinity’s solutions help energy brokers empower customers with proactive and personalised care.

learn more

Utilities

Resources

Improve your customer experience and contact center operations with these resources.

Infographics

view infographics

Component sheets

view component sheets

Success stories

view success stories

Whitepapers

Professional white papers, in-depth case studies and more.

view whitepapers

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.

read more

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.

read more

Partners

Our trusted partners help us supply the highest level of industry expertise & cutting-edge IT solutions.

read more

Careers

Infinity personnel comprise software designers and engineers, project managers, professional service consultants, salespeople, marketeers and administrators.

read more

Office locations

Office locations

Contact us

To arrange a demo of Infinity’s products, or to discuss how they can work for your organisation, please send a form via

contact us

Request a demo

  • This field is for validation purposes and should be left unchanged.