Unlock a new era of insights

Andy Vale

By Andy Vale
19 Jun 2024


8 min read

Contents

Infinity’s Hub raises the bar in the call analytics space. Interactive dashboards and AI analysis form the bedrock of an experience that will bring your customer engagement data and audience insight to life. Unlock key truths, see it how you want to, and find where to make improvements that impact your bottom line.

Furthermore, our machine learning capabilities deliver key insights on every call with a single click, as well as alerting you to key trends in your data to empower you to make smart decisions even faster.

There’s been a substantial overhaul of our entire data infrastructure to revolutionize our development capabilities. By taking a deep dive under the hood, we’ve crafted a launchpad that will continuously build mind-blowing experiences. As a result, you’ll be able to bridge the gap between you and your customers. There‘s still much more to come, but we’re super excited to share some of the ways we’re already delivering value.

Want us to show you? Check out our on-demand webinar for live demonstrations on how to maximize value.

Keen to dive in now? Learn more on our Campus, or follow the instructions when you first log in.

So, let’s see what’s available right now…

A Hub built for exploration

Infinity’s Hub is an intuitive, AI-powered platform that empowers our clients to get the insight they want, ask more questions, and find more answers.

Our Hub is filled with clickable charts, filters for exploring nuance, trendlines, and a growing number of different graphs to shorten the gap from data to insight.

Every Infinity client can expect this as standard, raising expectations on what’s possible with call tracking and Conversation Analytics.

“It’s been a game-changer for our team. It's so much easier to access and analyse data now. I'm excited to see how it continues to evolve”

Francesca Cockrell | Growth Enablement Manager, Yell

Pulse Alerts

Get ahead of the market, train faster, and deliver optimum performance by getting updates on significant changes within your data. Set the parameters you want to be alerted about, or simply receive daily updates.

For example, there could be a keyword group with a sudden dip in performance, while another is soaring. The quicker you adapt your bidding tactics, the quicker you’ll optimize revenue generation. Alternatively, there might be a spike in missed calls at one of your branches. It could be weeks before you manually identify and investigate this, meaning there’s money walking out the door every day.

Using the ‘Automatic’ setting on a dashboard will also alert you to peaks and dips that our AI analysis picks out for you.

Infinity-Hub-For-Marketers-Product-Guide

AI analysis to summarise calls in one click

Our AI-powered Call Summary gifts you with a succinct, accurate overview of any recorded call with one click.

Using a groundbreaking large language model (LLM), it also pinpoints the intent behind a call and the outcome. This AI analysis drastically reduces manual listening time by helping you understand a call at a quick glance, which you can then dive into at greater depth.

CS-US

This is available for every Conversation Analytics client.

Conversation Analytics playbooks

CA-Playbooks-Thumbnail

Learn how to get started with speech analytics tools

Download the playbooks to uncover how Conversation Analytics answers some of the most common questions that marketing and contact centre teams have.

Marketers  Contact centers

Drill down into the specifics

Sometimes you really need to hone in on one aspect of your data.

Maybe it’s calls from PPC, maybe it’s sales calls missed on a Tuesday, or perhaps you want to learn more about what’s leading to support calls.

Follow your curiosity. Infinity’s Hub is filled with effortless click-to-filter graphs and tables. This means you’re able to focus the entire dashboard on a specific segment of your data.

The quick filters on the widgets help me find what I needed so quickly.

Erin Spence | Digital Marketing Manager, Irwin Mitchell

Dashboards built for your needs

Our Hub is packed with challenge-specific dashboards based on years of client feedback, telling us what some of their common areas of analysis are.

In your Hub right now you’ll see a new range of dashboards built to give you insight on:

And we’re adding more all the time based on what our clients are keen to learn more about.

Transcript Search

Say goodbye to countless wasteful hours manually trying to listen to and find calls of interest.

Transcript Search enables you to find ALL calls containing ANY specific words and/or phrases, with loads of powerful filtering options. Be that products, offers, brand terms, competitors, or positive or negative terms, said by the caller and/or the agent.

Shortening the gap between your call data and the insight you want from it is a pillar of everything Infinity does. Find the calls that matter to you in seconds and use that intel for some quick on-the-spot research, or refine your longer-term reporting tactics.

"We have used Transcript Search to see some very useful marketplace information, I love it! Getting the call summaries in one place is really helpful too, saving a lot of time. Spot on." 

Gina ter Elst | Global Digital Marketing Strategist, Calor Gas 

This is available for every Conversation Analytics client.

[COMING SOON] Want something a little more… you?

Using advanced business intelligence capabilities and AI analysis, Infinity empowers you to build dashboards and reports tailored to your needs.

Maybe you want to combine different reports? Or maybe you want to segment key reports by state? If you have different personas using Infinity, the metrics that matter to those could be put into one focused dashboard.

If this is an option you’d like to explore, contact your customer success manager to register your interest and discuss your needs.

Customisable-US

A new era of insights? Let’s learn more…

Would you like to get a bigger view on what’s possible with our Hub? Get your hands on our persona-specific guides below to understand the value you’ll gain:

Cover Image: Infinity Hub product guide for marketers
Free resource

Infinity Hub product guide

for  marketers

Get your product guide

Cover Image: Infinity Hub product guide for sales
Free resource

Infinity Hub product guide

for  sales

Get your product guide

Cover Image: Infinity Hub product guide for customer service
Free resource

Infinity Hub product guide

for  customer service

Get your product guide

If you’d like more hands-on guidance, then dive into our Campus to get step-by-step guides right this second. Alternatively, sign up for one of our webinars to learn directly from our experts.

If you need to better understand the connection between your business and your audience, start a conversation with Infinity today.

Ready to unlock real audience insight at scale?

Discover how our call intelligence will help you

Book a demo

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