Imagine if, when you talked to a friend on the phone, you forgot everything you knew about them from your interactions over social media, email, or when you met face-to-face. Instead, all you could remember were your past phone calls with this person.

Fortunately, our brains don’t work that way, but for companies with siloed data and systems that’s precisely the position they are in when they deal with customers. In fact, they aren’t really dealing with individual customers at all; they are managing a series of unrelated interactions and transactions that take place over different channels.

If only we could see the complete trail – of phone interactions, website visits, emails, purchases, social media comments, etc. – left by every customer and prospect – this is the Single Customer View (SCV).

How to create a Single Customer View

A SCV links an individual customer to every interaction they have had with the company. While this data doesn’t necessarily need to be stored in a single central repository, it does need to be linked together and indexed using some sort of unique identifier tag for each customer.

In this way, all the data related to a specific individual can be collated and brought into a single view that can be accessed by sales, marketing, customer service, and other staff that engage with customers, as well as any automated systems that do the same.

  • Discover all data held across your structured, semi-structured and unstructured data using advanced search algorithms
  • Create a tagged and indexed comprehensive data inventory
  • Create an indexed copy of all your data. This is your SCV.

Benefits of a Single Customer View

Achieving a SCV means you are left with a portal for accessing data about any individual customer.

Your contact centre can seamlessly manage interactions that cross multiple channels without asking the customer to repeat information; personalise upsell, cross-sell and renewals offers to meet a customer’s exact needs and circumstances; route enquiries to exactly the right team or person and proactively engage customers to prevent service issues before they become a problem.

From a marketing point of view, you can understand the commonalities of your best customers so that you can find more like them, as well as identify customer segments, lifecycle stages and purchasing patterns to inform everything from product development to pricing and payment options.

Disadvantages of not having a Single Customer View

The most effective way of marketing and selling to customers, and then delighting them on an ongoing basis, is to treat each customer as an individual.

Companies without a SCV are unable to do that. To them, a customer is the records tied to this address, the transactions from that phone number, the orders from this credit card etc. They have no way of joining all those records up to get a full picture of the individual with whom they are dealing.

Many of the greatest customer experience and marketing challenges faced today are all to do with the inability to gain a SCV: you can’t personalise products and offers without a full understanding of the customers wants, needs and behaviour. You can’t effectively meet with a customer at multiple touchpoints (email, phone, web, chat) if your organisation doesn’t know it’s the same customer each time, and you can’t proactively service them and anticipate their problems before they happen if you cannot see everything that’s going on.

If you follow the steps above, you will be in the enviable position of being able to achieve this goal.

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.