Utilities solutions Call tracking powers real change for utilities and energy providers

Whether you're a gas company looking to improve your digital ROI, or you want to be the leading name for customer centricity in electricity, call tracking delivers results. Infinity works with both “Big Six” brands and newer suppliers to the market, setting exceptional standards for both service and results.

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Discover how to light up your customer journey

According to Ofgem, over 5.8 million customers have switched electricity supplier in the last year and 4.7 million have switched for gas. This highlights both the importance of improving customer satisfaction, and being operationally efficient enough to maintain competitive prices.

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**Simone Pignatelli**
Senior Digital Acquisition Manager | British Gas Business

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Loyalty What would a 1% improvement in your renewal rate mean?

Our Conversation Analytics platform picks out the calls that went well and the ones that didn't, at scale. Use this insight to improve the outcomes of your calls, and reduce the number of your customers who switch.
Smarter PPC Ensure your budget goes towards what works

Infinity tells you what keywords, web pages, and marketing sources led to revenue-generating calls. British Gas used this data to reduce their PPC costs by 15% without any negative effect on their profits.
Efficient Get to the phone faster, without wasting budget

Use Infinity to identify when call demand is highest, and when you're keeping people waiting for the longest. Infinity's utilities and energy companies see their average ‘on hold' time drop by 32% in their first year with us.
Vision What if you could serve every caller 30 seconds faster?

88% of customers hate having to repeat information provided via another channel. Infinity connects to CRM systems and identifies user journeys to help you deliver a more informed level of service.

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Conversation Analytics: When people talk, listen

Conversations matter when it comes to satisfying customers. Infinity's Conversation Analytics platform allows you to capture invaluable data hidden inside every conversation. Manually sifting through call recordings is a laborious task that limits your team's productivity. With Conversation Analytics, you can analyse automatically at scale.

This data gives you insights into your customer's experience.

For example:

Identify the type of call with over 95% accuracy
How do they feel about your product?
Did they make a payment?
Are they switching from a competitor?
What new issues are you unaware of?

Sculpt your support

By seeing the whole customer journey that leads to support calls, you will know where browsers are more likely to leave your website to call you. Sometimes a call is necessary, but for more simple issues Infinity can help deflect calls by creating more helpful website experiences.

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Fits your tech stack

Infinity gives a warm welcome to over 45 other partners, as we integrate with key marketing and operations platforms from Google, Salesforce, Adobe, and many more. We are also adding more all the time, constantly helping clients streamline, optimise, and improve in new ways.

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