Consumers have been carrying multimedia web-enabled supercomputers in their pockets for the best part of a decade, and their functionality increases all the time. The next generation of smartphones will bring super-fast 5G, voice control, AR (augmented reality), and bendy screens to the mainstream.

Most companies, in their customer service operations, however, have barely got to grips with social media, Messenger, and other technologies that are ten years old.

Consumers now expect the same level of instant, effortless, multi-channel service they get from digital leaders like Uber and Amazon from all the companies they deal with.

Companies should seize this by making customer experience a source of competitive differentiation, at a time when it is difficult to stand out in crowded markets which have similar products and services

Here is what businesses that want to be digital leaders will most likely be looking at in 2019.

AI isn’t for interactions (yet), it’s for insight and automation

While chatbots have yet to live up to their hype, we believe that continued improvements will lead to the widespread adoption of human – bot communications.

In the meantime, machine learning-driven analytics can give companies valuable information about customer and product cycles, and even help pinpoint service issues before they arise so that proactive steps can be taken. Engagement analytics and speech analytics can help predict customer behaviour and define personalised solutions and offers that boost loyalty and satisfaction.

AI in the form of Robotic Process Automation (RPA) should also be used to automate routine and laborious tasks such as data capture, writing and sending emails, running reports, processing orders and payments, and managing case files.

Self-service solutions, including chatbots, can also play a role in automating many customer interactions. Whether we’re talking about FAQs, IVR, voice control, VAs, or chatbots, the key is to always have an escape route to a human agent for interactions that become too complex for the automated solution to handle.

Not everything has to be in the cloud

Deploying software and systems in the cloud brings many benefits including resiliency, scalability, flexibility, greater ease of use and access to pay-as-you-go pricing.

But those benefits must be weighed against the cloud’s potential weaknesses, which can include vendor lock-in, limited customisability, and lack of final ownership. For most companies, a combination of cloud, legacy, and traditionally delivered software is the best mix.

There is no cloud or hosted contact centre solution that delivers on all fronts yet, and most operations require a degree of customisability that SaaS and even PaaS models are not built to give. Cloud is great for single function applications and for piloting new technologies and services, but not necessarily for core business applications.

While we expect to see continued investment in cloud solutions during 2019, we will also see contact centre operators seriously assess their core infrastructure needs and build the stack that works for them functionally and financially by mixing cloud, privately hosted, and on-site solutions.

Omnichannel is a must but it’s a data and process problem, not a technology one

Cross-channel customer experiences should appear seamless from the customer’s point of view. Most companies have real problems doing this because individual departments, channels and processes use different systems and databases which leads to data siloes. For omnichannel, a company should have a single customer view of all its data. In theory, this means that it should be possible to make available to a customer service agent, or an analytics suite, all the data a company holds on a given customer.

The thinking goes that if all the information on a given customer is either stored in one place, or at least accessible from a central system, the company can make more informed decisions.

In 2019, we expect companies to make serious attempts to eliminate their data siloes with the use of data discovery and analytics tools that can automatically mine all the companies’ systems for data, associate that data with customer and transaction records, tag it to create coherent data sets, and then make it all available via a central interface.

Empowering agents to deliver will be the biggest challenge in 2019

Human agents still have the most important role in delivering digital omnichannel customer experiences. Due to a combination of cultural resistance, lack of training, and lack of tools, many find it difficult to do the job properly. In 2019 we expect contact centre and customer experience leaders to focus more on the agent experience in order to empower frontline staff.

For human agents, the place to bring together all the data and systems they are going to access is in their desktop application, which should provide them with a single user interface for almost anything they need to be able to do.

The use of workflow tools as a front-end ensures that any process can be carried out quickly and easily just by following on-screen prompts. Whatever data is needed for that task is pulled from whichever database or system stores it and presented to the staff member on screen.

Departmental and channel siloes are eliminated as data is made available in the desktop regardless of where it is stored. Legacy systems are also given a new lease of life and can work with one another, with new digital channels like chat and instant messaging, and with external systems.

So, for us, 2019 will be the year of giving your human agents a helping hand, rather than thinking about replacing them with bots.

Solutions

Built for contact centres and BPOs

Infinity CIM provides agents with a single user interface they can use to manage customer interactions on any channel, and even entire customer journeys.

Features:

  • Single User Interface for Agents
  • CCaaS and CRM Integration
  • Customer Interaction Journeys
  • Analytics and Reporting
  • Decision Engine and Next Best Action
  • Low code Flow designer

Built for police, fire & medical emergency response centres

Infinity ERM provides calltakers and dispatchers in emergency centres with a single user interface that guides them through every call using IAED Protocols to arrive quickly at a properly coded dispacth solution with accompanying PAI / PDI information.

Features:

  • Single User Interface for Dispatchers
  • Case Entry and Key Questioning with IAED Protocols
  • Dispatchers Guidance and Dispatch Codes
  • CAD Integration and PAI / PDI Generation
  • Analytics, Reporting and QA Management
  • AI Training & Simulation

Built for healthcare organisations & contact centres

Infinity PIM provides advisors and receptions in healthcare organisations with a single user interface that guides them through every patient interaction, whether they take place by phone, email, SMS or even face-to-face.

Features:

  • Single User Interface for contact centre advisors and receptionists
  • Integrates and fronts underlying systems
  • Case entry and case management system with booking
  • Build patient interaction workflows that guide advisors through interactions
  • Omnichannel orchestration and automation
  • Decision Engine and Next best Action
  • No/low code workflow designer
  • Analytics, reporting and QA management
  • AI Training & Simulation

Products

Workflow software for interaction management

Supercharge your programs with Infinity's range of interaction management products. Build flows that guide frontline staff through interactions more quickly and efficiently across all channels. To explore how our products can deliver the right solution for your operation, please use the options on your left to browse through the various product sets.

Infinity Interaction Designer

Low-code software enabling non-technical users to build and deploy interaction workflows, scripts and screens that integrate with your enterprise and contact centre software stack.

Features include:

  • Web-based software, no installation
  • Simple integration with your stack via standard APIs
  • Low-code interface for non-technical users, advanced options for coders
  • Build reusable forms, screens, scripts, triggers, logic blocks and more
  • Chain these together to create interaction workflows and entire customer journeys
  • Publish to the web or run them inside your CRM or contact centre platform

Infinity Interaction Engine

Enable frontline staff to focus on interacting with customers and users, not systems. Run interaction workflows, scripts and screens in a browser, or right inside your CRM or agent desktop, to give staff a single user interface to all your underlying systems. No more searching for information or screen-switching improves the customer experience, reduces costs, and improves outcomes.

Features include:

  • Single User Interface for all frontline staff
  • Deploy workflows, scripts and screens to guide staff through interactions
  • Allow staff to read and update data from underlying systems from inside workflows
  • Present them with relevant customer data, knowledge and next-best-action prompts
  • Reduce wrap time by automating follow-up processes
  • Record all interaction data for analysis, BI and continuous improvement.

Infinity Interaction Analytics

Record all interactions, including voice, data inputs, keystrokes, and mouse clicks. Use Infinity's powerful tools, including conversational analytics and customised reporting, to uncover insights that enable continuous improvement.

Features include:

  • Customisable Reports
  • Report scheduling
  • Report Alerts
  • Dashboards by Pages
  • Secure Access

Infinity Knowledge Base

Infinity Knowledge Base is a shortcut that allows all frontline staff quick and intuitive access to the most relevant information for the interaction they are handling.

Features include:

  • Reduce AHT and training time by presenting knowledge information right inside an agent's current interaction workflow
  • Context-sensitive knowledge shortens the time it takes agents to find answers
  • Be more consistent and accurate by ensuring staff access up-to-date information
  • Reduce attrition by providing agents with tools that improve the employee experience
  • Get feedback to enrich your knowledge base

Infinity Interaction Simulator

Interaction Simulator is an AI-powered training platform that is integrated directly into Infinity's software. The software creates realistic customer interactions based on your real historical data, and presents them to staff in the workflows they use to take real calls. knowledge, as well as practice using their Infinity interaction workflows.

Features include:

  • Integrates with Infinity, your CRM and contact centre platform
  • Simulates realistic calls to frontline staff for training
  • Uses text-to-speech to make life-like calls and express a range of emotions
  • Allows staff to access training and practice their skills at any time
  • Calls can be recorded and scored automatically

Integrations

Infinity can be integrated with almost anything via standard APIs that you can call in your workflows. You can also run Infinity inside most popular CRMs and contact centre platforms, or just in a browser.

Features include:

  • API integrations allow you to call on any data source or underlying system from your stack
  • Integration with shared services and external services extends functionality
  • Run Infinity workflows right inside CRM solutions like Salesforce or Dynamics
  • Run Infinity workflow right inside agent desktops from contact centre platform vendors including Genesys, NICE CX One, Callmedia, etc…

Company

Infinity is the leading provider of interaction management software

Infinity's interaction management software lets you build low code flows that present frontline staff with everything they need in one window to deliver the right response every time.

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