Geoff Land, CEO of Infinity CCS discusses with OCO Commercial Director, Gareth Hagan, how technology providers and BPO’s have stepped up to help critical organisations during the global pandemic.  

At Infinity CCS, you build a range of solutions that help organisations operate flexibly and efficiently, and as Covid-19 has proven, keep going during times of crisis. Have you seen an increase in organisations changing their business models to foster efficiency and flexibly during the pandemic?

We have seen dramatic changes to the way in which businesses operate as a result of Covid-19, especially with the requirement for remote working. In the BPO sector, we saw many organisations needing to make rapid changes to existing business models. The NHS, for example, sought the expertise of the three largest BPO’s to build an application for a track and trace system. We saw the immediacy of the BPO’s to find a solution for their clients to work remotely and respond to the pandemic – they moved quickly and achieved tremendous results.  

Were there any roadblocks that prevented organisations from responding quickly to the pandemic?

Many organisations still rely on legacy technology as opposed to web or cloud applications. This meant that additional time was needed to get things up and running. When it did work, however, it worked well, and the organisations being supported by the BPO’s are now working remotely in some way and are doing this successfully. Infinity CCS was asked to build a cloud application for the NHS track and trace system, and this was the first major use of our new platform. We went from 0 to 5700 users without a hiccup.

The definition of the frontline has changed. It is now made up of people who are not visible but are working behind the scenes to keep the economy and critical services moving. What does this mean for Infinity CCS?  

We support critical organisations like The Fire Department of the City of New York (FDNY) which receives 1.5 million 9-1-1 calls a year, and New York City Health + Hospitals, the largest public healthcare system in the US. Both have been on the frontline during the pandemic.

For Infinity CCS, it means that we can showcase how quickly we can do things quickly on the platforms that we provide for our clients. We are agile and we ensure that clients understand that they can make their own changes and respond to unforeseen events themselves using the platform. Our workflow engine allows people to, essentially, take the building blocks and design what they want in their own environment and our tool set enables people to respond quicker, easier, and in a way that is sustainable.

We know what we can achieve in critical industries and a testament to that is the fact that the world leader in medical, fire and police triage has chosen Infinity CCS as a partner, to provide the tools needed to access emergency services markets that at present, are unable to access the tools. For businesses, being agile and responsive is critical for the future. 

To listen to the full discussion, please click here.

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

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.