Webhelp UK is part of the international Webhelp Group; a leading BPO provider and customer experience innovator across digital and traditional channels.

It is achieving rapid growth by focusing on value-based outsourcing, omni-channel engagement and experience analytics to create optimal customer journeys…

Challenge

To create a powerful agent desktop solution to support new business growth, flexible enough to operate across multiple client environments.

Solution

The Infinity Platform, a combined agent desktop and workflow engine, is now an integral part of any Webhelp new business bid that requires an agent technology component. It features in the company’s showcase capability, where the ‘art of the possible’ in customer management is constantly refined and demonstrated.

Benefits

  • Average AHT reduction of 20%
  • Supporting successful new business wins
  • Delivering 15% to 20% efficiency gains in operation
  • Average 9% increase in sales conversion
  • Average 3% increase in sales value

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.

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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

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