NHS TP case study

Infinity Contact Centre Software (CCS) partnered with Teleperformance UK (TPUK) in April 2020 to rapidly deploy an agent web script service to support the national response to the Covid 19 Pandemic by tracking the requirements from a major UK healthcare client.

Teleperformance UK logo

With a rapid requirement to scale up its own contact centre services to manage such unprecedented levels of calls, Infinity supported Teleperformance with other healthcare related requirements as well.

TPUK as a prime contract supplier to the UK healthcare client had been involved in several different Covid-19 health crisis work streams and worked in a collaborative network with other BPO contact centre agencies.

TPUK was tasked with delivering a platform and technology that would scale up rapidly, adjust to dynamic circumstances, and manage unknown future requirements where possible.

TPUK case study

Whilst managing such programmes, TPUK successfully safeguarded the wellbeing of their contact centre employees by facilitating an effective work-from-home policy for all agents.

TPUK had an outline of the script requirements as they had initially set up the service on Infinity’s enterprise software modules which had been restricted to agents within TPUK. With the pandemic climate changing on a week-to-week basis, a plan had been formalised to work with BPO agencies to support and manage the pressure of calls and other media requirements.

Infinity at the time had just released their web-based scripting module which was ideal to allow BPO partner agents to manage calls from various healthcare departments by extending the workforce beyond the limit of TPUK’s domain.

Infinity developed the initial script within days accommodating for user acceptance testing and agent feedback, and made quick changes to fit the current environment at the time. Infinity deployed its new web-based script engine within TPUK’s designated Microsoft Azure environment in quick order.

Infinity’s software and Professional services developed several applications that eventually supported a number of programmes required to support the Covid 19 pandemic.

At its daily peak Infinity’s software supported over 11,500 agents through a combination of TPUK and BPO partner agencies, and had created over 47,000 user logins.

The application supported data exports and imports, email exports, as well as a bespoke user interface for agents and the operational management team.

The interpretation of the specification was overseen by Infinity’s professional services team who managed the rapid change, testing, and deployment of the agent scripting software.

Infinity also provided a 24/7 support line for direct support in the event of any failure. The whole service ran seamlessly until end of March 2022 and was viewed as a major success by the TPUK management team.

At the end of the campaign, Teleperformance received a letter of thanks from the UK healthcare client. Teleperformance was seen as playing a major key role and were commended with delivering an effective covid response in the pandemic World.

Teleperformance directly contributed to the success of the UK’s national healthcare response as the largest contact centre partnership to the UK government throughout the Covid-19 pandemic.

Solutions

Built for contact centres and BPOs

Infinity CIM provides agents with a single user interface they can use to manage customer interactions on any channel, and even entire customer journeys.

Features:

  • Single User Interface for Agents
  • CCaaS and CRM Integration
  • Customer Interaction Journeys
  • Analytics and Reporting
  • Decision Engine and Next Best Action
  • Low code Flow designer

Built for police, fire & medical emergency response centres

Infinity ERM provides calltakers and dispatchers in emergency centres with a single user interface that guides them through every call using IAED Protocols to arrive quickly at a properly coded dispacth solution with accompanying PAI / PDI information.

Features:

  • Single User Interface for Dispatchers
  • Case Entry and Key Questioning with IAED Protocols
  • Dispatchers Guidance and Dispatch Codes
  • CAD Integration and PAI / PDI Generation
  • Analytics, Reporting and QA Management
  • AI Training & Simulation

Built for healthcare organisations & contact centres

Infinity PIM provides advisors and receptions in healthcare organisations with a single user interface that guides them through every patient interaction, whether they take place by phone, email, SMS or even face-to-face.

Features:

  • Single User Interface for contact centre advisors and receptionists
  • Integrates and fronts underlying systems
  • Case entry and case management system with booking
  • Build patient interaction workflows that guide advisors through interactions
  • Omnichannel orchestration and automation
  • Decision Engine and Next best Action
  • No/low code workflow designer
  • Analytics, reporting and QA management
  • AI Training & Simulation

Products

Workflow software for interaction management

Supercharge your programs with Infinity's range of interaction management products. Build flows that guide frontline staff through interactions more quickly and efficiently across all channels. To explore how our products can deliver the right solution for your operation, please use the options on your left to browse through the various product sets.

Infinity Interaction Designer

Low-code software enabling non-technical users to build and deploy interaction workflows, scripts and screens that integrate with your enterprise and contact centre software stack.

Features include:

  • Web-based software, no installation
  • Simple integration with your stack via standard APIs
  • Low-code interface for non-technical users, advanced options for coders
  • Build reusable forms, screens, scripts, triggers, logic blocks and more
  • Chain these together to create interaction workflows and entire customer journeys
  • Publish to the web or run them inside your CRM or contact centre platform

Infinity Interaction Engine

Enable frontline staff to focus on interacting with customers and users, not systems. Run interaction workflows, scripts and screens in a browser, or right inside your CRM or agent desktop, to give staff a single user interface to all your underlying systems. No more searching for information or screen-switching improves the customer experience, reduces costs, and improves outcomes.

Features include:

  • Single User Interface for all frontline staff
  • Deploy workflows, scripts and screens to guide staff through interactions
  • Allow staff to read and update data from underlying systems from inside workflows
  • Present them with relevant customer data, knowledge and next-best-action prompts
  • Reduce wrap time by automating follow-up processes
  • Record all interaction data for analysis, BI and continuous improvement.

Infinity Interaction Analytics

Record all interactions, including voice, data inputs, keystrokes, and mouse clicks. Use Infinity's powerful tools, including conversational analytics and customised reporting, to uncover insights that enable continuous improvement.

Features include:

  • Customisable Reports
  • Report scheduling
  • Report Alerts
  • Dashboards by Pages
  • Secure Access

Infinity Knowledge Base

Infinity Knowledge Base is a shortcut that allows all frontline staff quick and intuitive access to the most relevant information for the interaction they are handling.

Features include:

  • Reduce AHT and training time by presenting knowledge information right inside an agent's current interaction workflow
  • Context-sensitive knowledge shortens the time it takes agents to find answers
  • Be more consistent and accurate by ensuring staff access up-to-date information
  • Reduce attrition by providing agents with tools that improve the employee experience
  • Get feedback to enrich your knowledge base

Infinity Interaction Simulator

Interaction Simulator is an AI-powered training platform that is integrated directly into Infinity’s software. The software creates realistic customer interactions based on your real historical data, and presents them to staff in the workflows they use to take real calls. knowledge, as well as practice using their Infinity interaction workflows.

Features include:

  • Integrates with Infinity, your CRM and contact centre platform
  • Simulates realistic calls to frontline staff for training
  • Uses text-to-speech to make life-like calls and express a range of emotions
  • Allows staff to access training and practice their skills at any time
  • Calls can be recorded and scored automatically

Integrations

Infinity can be integrated with almost anything via standard APIs that you can call in your workflows. You can also run Infinity inside most popular CRMs and contact centre platforms, or just in a browser.

Features include:

  • API integrations allow you to call on any data source or underlying system from your stack
  • Integration with shared services and external services extends functionality
  • Run Infinity workflows right inside CRM solutions like Salesforce or Dynamics
  • Run Infinity workflow right inside agent desktops from contact centre platform vendors including Genesys, NICE CX One, Callmedia, etc…

Company

Infinity is the leading provider of dialogue management software

Infinity's dialogue management software lets you build low code flows that present frontline staff with everything they need in one window to deliver the right response every time.

Find out more
About Infinity

Infinity partners

Our trusted partners help us supply the highest level of industry expertise & cutting-edge dialogue management solutions.

Find out more
Infinity partners

Infinity's newsroom

Check out the latest announcements and articles about Infinity.

Find out more
Infinity's newsroom

Careers at Infinity

Infinity personnel comprise software designers and engineers, project managers, professional service consultants, salespeople, marketeers and administrators. Join the team and shape the future...

Find out more
Careers at Infinity

Get in touch with Infinity

With customers across three continents, there's a high chance that we speak your language.

Find out more
Get in touch with Infinity