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.

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. 

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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.

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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.

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Infinity Reach

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

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.

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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.

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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.

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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.

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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.

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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.

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Utilities

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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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