Operations 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 conversations 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.
"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
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 scorecards, dashboards, and 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 center, and which ones succeed in answering common queries. Alternatively, discover which variants of your site are leading to high value sales calls.
Complement your tech stack
To maximize 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
Reduce staff workload
By minimizing and deflecting basic support calls, you will be freeing up your contact center staff to deal with more complex issues that customers need assistance 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.
Contact center integration
Vital data on why people call your business is locked within contact centers, 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 optimize the performance and efficiency of your contact centers.
