Operation solutions

Building lean, efficient businesses, at scale

Build a slick, efficient customer journey that lowers your operational costs without impacting your performance.

For businesses that drive a high number of sales, service, or support calls it is the responsibility of the operations department to know what's causing those calls, what’s happening on them, and how to manage them.

Infinity shines a light on the journeys that led to those calls and works with you to optimise your website, scripts, and handling tactics towards a solution that benefits you and your customers.

Sky

"If you rely on understanding the phone calls made from visitors to your website, then not having call tracking is effectively flying blind."

Jonny Longden
Head of Digital Optimisation | Sky

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The backbone of a digital first approach

A crucial step in a company's transformation to becoming a digital first business is understanding what's leading customers towards non-digital channels. Infinity's call tracking technology will show you the precise journey on your website that led to your customers picking up the phone to make a call.

Surface what matters, instantly

Infinity’s Conversation Analytics platform includes best-in-class transcription software, enabling you to find and catalogue the keywords, scripts, and outcomes that matter to you in every call, at scale.

Identify caller trends and issues

Faulty product? Local spike in activity? The quicker you act, the quicker you can solve a problem or grasp an opportunity. Spotlight picks up recurring terms in calls, helping you see trends before you know you have them.

AB testing

Infinity has partnered with multiple platforms to AB test your site and enact digital first strategies. Identify what iterations of certain pages are creating logjams at your contact centre, and which ones succeed in answering common queries. Alternatively, discover which variants of your site are leading to high value sales calls.

Reduce staff workload

By minimising and deflecting basic support calls, you will be freeing up your contact centre staff to deal with more complex issues that customers need helping with, as well as lowering caller waiting times.

Moreover, Infinity clients who previously needed to manually create fixed trackable numbers for campaigns have saved their operations teams hundreds of hours of work. This frees their IT professionals up to do more complex tasks that constitute an overwhelmingly more valuable use of their time.

Complement your tech stack

To maximise your operational benefits, Infinity's call tracking data easily integrates with over 45 software partners, such as Google, Adobe, Salesforce, Webtrends, Optimizely, Qubit, and plenty more. Our integrations cover a mix of areas, such as:

  • CRM systems
  • Customer management systems
  • Telephony
  • Integrations
  • Martech

Learn more

Hub - Multi channel tracking

Contact centre integration

Vital data on why people call your business is locked within contact centres, these insights answer pivotal questions about the customer journey for operations teams. Infinity makes gathering the customer journeys, tracking their calls, and monitoring call quality straightforward, giving you clear guidance on how to optimise the performance and efficiency of your contact centres.

See a sample of our CRM integrations and other platforms we connect with here.

Find out more

Call intelligence can be transformational to your business. Contact us today.

443-892-2600

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443-892-2600