What would you do to avoid losing £5.11 billion a year? According to Contact Babel, that’s how much it costs UK contact centres when their agents spend time navigating between applications during calls.

Not only is it costly in terms of money, all that dead time on hold while the agent is “just bringing up your records” is hugely frustrating for customers, and employees too.

The technology to solve the problem has existed for a while, yet many companies still operate without a unified agent desktop environment.

Reduce the pain for your customers

As most now count customer experience as a huge competitive differentiator, the contact centre takes on new strategic importance. Bad service, in this context, means far more than just a sale or customer lost. Customers find it frustrating when they get transferred between departments, need a call back, or must wait on hold.

To deliver what customers want, it is important that the right technology system, business process, and customer transaction data are all available to an agent (or automated system) at the right time during a customer interaction.

With an agent desktop environment, instead of logging in to multiple systems, all the information that the agent needs are presented to them in a single user interface.

Increase efficiencies without putting your agents in a box

Workflow software can guide agents through multiple processes in an intelligent manner, where the next step presented follows logically from the responses already gathered. In the workflow interface, appropriate data and tools are also presented to agents when needed, rather than them having to look for them or switch applications.

The results are faster, more accurate customer interactions, less hold time, fewer call backs, and no need to transfer customers between different teams.

Make life easier for your agents too

A recent Gartner study revealed that only 16% of agents said their desktop tools were adequate to do their job. Poor performing contact centres have high agent attrition rates, and a major reason for that is job dissatisfaction.

High turnover costs the contact centre industry £1.1 billion according to research by Blue Sky Consulting, given the costs of recruiting and training replacement staff. Providing agents with the tools to do their job efficiently is the minimum commitment they expect from you.

Better, richer, real-time data

When agents have a single user interface for all the applications and databases that they need to access, that centralised system can also act as a universal data collection point.

Not only can all data relating to a customer be presented to the agent, all relevant data can also be captured and stored. This level of transparency can bring a new layer of richness to BI and reporting, helping agents, team leaders and managers make better and faster decisions.

Make omni-channel simple

Delivering omni-channel generally requires the elimination of data, operational, and channel siloes so that customers can seamlessly move between channels and receive the same level of service. This should be uninterrupted so that an interaction started on one channel can be picked up on another.

Previously this would have required integrating all the contact centre’s applications, databases and channels with each other. However, these can be integrated via the desktop using APIs (Application Program Interfaces). This vastly simplifies the process of integrating multiple systems because they don’t have to ‘talk’ to one another, just to the desktop or workflow.

The desktop and workflow software acts as a central point of control, allowing data to be drawn into it from multiple siloes and systems, and for the agent to input data back into those systems.

In our experience companies deploying desktop and workflow solutions in their contact centres on average see a 20% boost in productivity. This is why we’re even seeing this technology deployed in emergency command centres (i.e. 999 and 911 centres) where just improving call response time by seconds can make the difference between life and death.

Read the published article here.

Infinity Efficiency

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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

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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 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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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

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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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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

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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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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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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)

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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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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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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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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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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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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