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Performance matters at Infinity. But technology also needs a secure, stable platform and safety-conscious people underpinning it. So, before we unleash some of our exciting new functionality and AI upgrades over the coming months, aimed at boosting conversion rates and getting you smart answers faster, we wanted to shine a light on some of the other things we’ve been working on.
Our latest Hubdate focuses primarily on some of our key security and stability updates. Let’s dive in:
New user? New permissions? No problem!
Many of our clients require multiple people to access Infinity to delve into customer insights, report on performance, or study contact centre engagement. Our new user management function makes it easy for you to add and edit new users to Infinity, including their permissions.
If you’d like to set up a new user or edit the permissions of any existing user, you can find instructions here.
What does it mean for you: Greater control of who can access your Infinity data, at a time that suits you.
International two-factor authentication expansion
Over the last few months, we‘ve been completing the necessary registrations and checks required to offer our Two-Factor Authentication (2FA) log-in across over 40 key markets. Users in these countries can now set up 2FA on their accounts locally for an additional layer of security.
For more information about setting up 2FA, check out our campus article.
What this means for you: A more secure experience for even more Infinity clients across the globe. It’s also a reminder that Infinity is the call intelligence provider of choice for international enterprise brands. Speak to your customer success manager if you’d like to expand the visibility of your marketing activity to other markets.
Key certification renewals
Once again, Infinity’s security processes, infrastructure, and controls around card payment data have been independently assessed and achieved PCI DSS Level 1 certification.
These annual certifications reflect our ongoing commitment to data privacy, infosec, and responsibly handling any sensitive details shared via our platform.
If you’re interested in the security and stability measures Infinity takes, find out more here.
What this means for you: You’re working with a partner who takes your and your customers’ data seriously and has actively sought third-party certification to prove it.
Optimize your customer journeys on single-page applications
Some of our clients have websites that run on a single-page application (SPA), which shows a different number for different stages of the customer journey.
Infinity now provides a dynamic number that changes tracked numbers as the customer goes through these different stages of their journey.
If you’d like to set this up, please reach out to your customer success manager.
What this means for you? If you have an SPA, this presents a more nuanced opportunity for assessing marketing performance and optimising customer journeys.
Google Ads tagging update
To help deliver a smoother experience, get the information we need, and surface it quickly, we’ve changed the way we store our tags in your Google Ads account.
This won't affect any of your Ads campaigns, and you don’t have to do anything. You may notice a small change in how campaigns are displayed in Google Ads, with them now appearing as URL parameters against the campaigns and ad groups when you‘re editing them. You might also see URLs in the Infinity Hub now listed by their page name instead of their ID.
If you’d like to know more, we have a short article in our campus here.
What this means for you: You may notice a slight decrease in loading times for reports and dashboards relying on Google Ads data.
Trial available: LinkedIn integration
If you advertise to LinkedIn’s billion and counting members, it’s crucial you attribute your successes back to that spend. Infinity’s new LinkedIn integration is currently in a trial phase with some of our design partner clients, and we have space for a few more if you’d like to give it a go.
You’ll be able to see, within LinkedIn Ads, exactly which campaigns have led to valuable phone conversions, proving your success and helping you make smarter tactical decisions.
Please speak to your customer success manager about setting this integration up.
Smart Outcomes – delivering award-nominated results
Following the successful launch of Smart Outcomes earlier this year, we recently released our first case study with Fred. Olsen Cruise Lines. You can read the full case study here and see how they achieved results like:
- 37% year-on-year revenue increase
- 16% increase in return on Google Ads spend
- Fast collection of high-quality performance data in time for crucial campaigns
On top of this, Smart Outcomes was recently nominated at the upcoming UK Search Awards, competing in the categories of:
- Best Software Innovation
- Best AI Search Software Solution
Smart Outcomes is built to automatically identify the categories of your calls at scale, which can be fed into bidding engines for improved performance and more accurate attribution. Speak to your customer success manager today if you’d like to try it out.
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Built for the results that matter: There’s more to Infinity…
Smart Outcomes – Our AI-powered solution detects the intent and outcome of your calls, feeds this 1st party data to your bidding engines to drive high-value calls and maximises marketing ROI.
Conversation Analytics – Unlock deep insight from your customer call data to spot trends, identify improvements, and find strategic opportunities.
Pulse Alerts – Find out about spikes, challenges, and things to jump on as soon as they happen.
Scorecards – A customised look at how your agents, teams, and locations are doing for constant improvements.
Smart Match – Link revenue on phone calls back to the responsible channel for clear ROI attribution.
Google Ads – Link calls to the Google call assets, call ads, and location assets responsible.
New Dashboards – Built to answer some of the most common questions our clients ask.
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