Today’s customer-centric start-ups like Uber and Airbnb have set a new standard by giving their users frictionless buying experiences on their favourite digital devices.

Consumers expect similar kinds of experiences from all the brands they interact with. Yet most brands are legacy companies with large, expensive technology infrastructure that’s not up to the task.

According to a survey by Ovum, nearly half (47%) of customer service managers rate outdated technology as their toughest challenge in delivering great service.

The challenge of keeping up with customer expectations

Across many industries there is little distinction between competitors’ products and services, so CX has become a critical competitive differentiator.

At the same time, new customer communications channels are emerging. Adding and managing these channels in an integrated manner is a complex task.

The growing expectations of CX, combined with new channels, demand that companies deliver what customers want and communicate with them in the manner they wish.

The joined-up business

A contact centre’s processes, technologies, staff, and data must be all aligned. The appropriate technology system, business process, and customer transaction data all need to be immediately available to whatever member of staff (or automated system) is managing a given customer interaction, transaction, or relationship.

The benefits of workflow

Most business processes and customer interactions can be broken down into simple steps. Agents can be guided through these in a flexible manner by workflow software that is able to re-route when necessary.

With a robust workflow in place, the result is faster, more accurate customer interactions and less hold time. These benefits can be brought to any channel and draw upon whatever data sources, systems or processes are required for the agent to get the job done. Everything the agent needs is presented to them on-screen exactly when they need it.

The critical point is that while this requires systems and data sources to be integrated, they do not have to each be integrated with one another individually. Instead, everything can be pulled into the agent desktop via the workflow using APIs (Application Program Interfaces).

This vastly simplifies the process of integrating multiple legacy systems because they don’t have to ‘talk’ to one another, just to the workflow.

Be flexible like a start-up

A start-up can be nimble and rapidly make changes to products, services, systems and processes in response to commercial opportunities and customer feedback. For the most part, legacy competitors lack this ability and so their lunch eventually gets eaten by their smarter competitors.

The use of workflow software brings this ability to all companies, no matter how many disparate systems they employ or how old their software and infrastructure is. Best-in-class workflow software can even remove the IT team from the loop altogether and enable operations to create and modify their own workflows and processes with a drag-and-drop user interface.

Optimisation also requires a joined-up operation, as analytics is only useful for performance improvement if it takes in the whole picture. Data collection is easier if there is a central point at which most events occur.

Some practical steps to get started

Whether they are written down, memorised by staff, stored in an Excel sheet, or managed with BPMS software, your organisation has processes for different types of interactions and transactions.

Reviewing these and mapping them all is a good place to start. Trim the fat and ensure that each process is as lean as possible, with the fewest steps, and remove processes that are unnecessary or outdated.

Once workflow software is installed and integrated with your systems, these process maps can be turned into individual workflows that call upon those applications when needed.

Finally, hook your data collection and analytics packages up to the workflow system and decide what quantitative, qualitative and ad-hoc data you would like to capture for analysis. Use this information to identify further efficiencies in your processes, eliminate unnecessary or confusing processes, and add new ones as you uncover new opportunities.

For more information read more about Infinity’s Workflow 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. 

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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.

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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.

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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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Outbound Performance Management

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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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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

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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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