Your agents are your most effective and most expensive ‘hardware’ in your contact centre. To achieve your contact centre business and profit goals you need to make sure they have the right tools.

Linearity breeds contempt

Nobody is a fan of scripted calls. Traditional scripts are linear and inflexible. They make agents sound like robots when they should be displaying empathy and building rapport.

Most agents are forced to follow scripts, even those not relevant to the conversation in hand, and most calls need to deal with multiple issues which traditional scripts have a hard time facilitating.

Focus on the customer

Where the agent has no guide through the call, the job can become even more difficult. Rather than concentrating on the conversation with the customer, the agent is trying to remember processes and interact with multiple systems to access and update information.

For the best customer journey, you need an intelligent, dynamic workflow that gives agents freedom and guides them through transactions quickly. They need a smart SatNav system, not an unresponsive route map.

Flexible call navigation

If you change your destination whilst driving, or make a detour, your SatNav recalculates the best route in real-time.

Similarly, the best contact centres employ flexibility, branching workflows rather than rigid scripts. These workflows guide agents through calls. Most importantly, they allow agents to focus on the customer rather than systems and processes.

Powerful drag-and-drop workflow creation

Infinity’s workflow designer software allows you to build flexible workflows using a simple drag-and-drop graphical interface. No coding is required so your Operations Team can build their own workflows and incorporate the right information without bothering the IT department.

Create easy-to-follow screens that only present agents with the steps necessary to complete whatever processes are required for each interaction type. Irrelevant steps can be skipped or not presented at all. If multiple issues need to be handled, the workflow can branch from one process to another if required.

Workflows can even be created to handle other types of contacts, such as emails and chat sessions, and back office processes.

The only interface your agents need

Enable faster, more natural calls, more efficient problem solving, increased sales opportunities, better NPS and customer satisfaction scores and reduced training as agents only need to learn from one system.

Give your agents the right tools and give your customers a Good Call, every call.

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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