50%
Reduction in contact centre costs
66%
Improvement in call quality
79%
More big ticket
items sold
Unlock performance-boosting insights without manual call monitoring
By automatically monitoring 100% of your calls, Infinity for contact centres gives you the insight you need to optimise agent performance and send NPS sky-high without needing to manually listen in.
Delight customers every time they get in touch
Send conversion rates soaring
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Send AHT tumbling by perfecting your process
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Keep your agents engaged and on top form
Infinity enables our operators to immediately understand the needs of the caller, so they can focus all their time on providing the best service
Judy Sylvia, VP Access Systems & Call Centre | Elements Behavioral Health
Before the call
Infinity call tracking will show you the entire customer journey. Feeding your agents this intel in real-time will help them shape conversations and leave callers much more satisfied when they hang up.
By understanding what drives calls, you can also pinpoint where messaging improvements and better self-serve options are needed.
Deflecting simple queries will help keep your agents focused on customers who need 1-2-1 support, cut your queuing times, and slash running costs.
During the call
Infinity for contact centres helps you gain a better understanding of your customers and what they really care about. By automatically monitoring calls at scale, Conversation Analytics provides you with the purest form of customer feedback.
You’ll deepen your understanding of customers, so you know exactly what to do and say to keep them smiling.
Conversation Analytics will feed you the performance insight you need to build a team of top-performers – and save you a ton of time on QA.
By automatically monitoring and listening to 100% of your team’s calls, you’ll transform your understanding of strengths and weaknesses so you can share killer tips and give agents the support they need to improve First Call Resolution and push up NPS.
After the call
With Infinity for contact centres, you can pinpoint the impact good customer service and operational improvements are having on revenue.
With Smart Match, you’ll be able to show the real impact of your work and help you demonstrate the call revenue your team have driven in just a few clicks.
After switching Infinity on, the team at Pendragon were able to have much better conversations with customers. The result?
Infinity have helped us drive real commercial results while also improving the service we can offer customers.
Gareth Morris, Operations Manager | Access Self Storage
The ultimate guide
to call monitoring
Learn how always on call monitoring will help you improve agent performance and CX by reading our Smart Guide.
Stop agent churn from disrupting your flow
With Infinity, your agents will have all of the intel, guidance, and support they need to perform at their best – and that’s a win for everyone.
Happy customers - Callers will finally get the slick, personalised experience they expect
Happy agents - Agents will have easier conversations, unlock their bonuses, and want to stick around for longer
Happy boss - Your CFO will be smiling from ear to ear when new business and retention rates shoot up
Learn how to get your agents on top form
Calls to conversions
Learn how to extract critical insights from all your conversations and turn more callers into customers. Read the guide
Call intelligence report 2024
Understand what’s happening to call volumes and durations in your sector. See the data
Call monitoring cheat sheet
Discover how always on call monitoring will save you a ton of time, headaches, and money!
Get the cheat sheet