July 2024 Hubdate

Infinity always goes beyond! That’s why over the last quarter we’ve been focusing on creating efficiencies both inside and outside our platform. We’ve looked at how to set things up easier and how Infinity connects to the rest of your tech stack in a more seamless way. To add to that, we’ve also been looking at ways to continuously raise our high standards of security and stability.

On top of this, we’ve bolstered some integrations and our international capabilities. So, let’s see what you can now enjoy in our latest Hubdate…

Integrate GA4 consistently across all installs in one go

For clients with multiple installations, it’s now much simpler to ensure a consistent and easy configuration of your Google Analytics 4 integration across your installations.

Please speak to your customer success manager if you’d like to use this service.

What this means for you: A consistent set-up, at scale, with greater ease and speed. Another example of the amazing professional services offered by Infinity.

Conversation Analytics insights available via webhooks

It’s now possible to trigger webhooks based on Conversation Analytics data, such as keyword groups or call outcomes.

This could be anything you might want to search for on a call, for example:

• Specific product mentions
• Competitor insight
• Support request
• Sales calls

Now, it’s super easy to send these signals to platforms outside Infinity, delivering insightful conversation data throughout your technology stack.

What this means for you: You now have much more control over what you see via webhooks in other platforms, increasing the value of your conversation data.

Get your guide below to find out more about Conversation Analytics ⏬

Free resource

Conversation Analytics for marketers

Product guide

Download your copy

Get your product guide

Easier Google Ads set-up

Setting up Google Ads is now easier with the ability to search and set up integrations using the account name (as an alternative to its ID).

This update is particularly valuable for clients and agencies managing multiple Google Ads accounts, saving time and improving the set-up experience.

What this means for you: A smoother user experience, and another example of constant optimisation for clients looking to gain audience insights at scale.

Live chat attribution boost

Our LivePerson partnership makes it easier for agents to deliver a trackable chat-to-call experience with full visitor-level attribution data.

If an engagement needs to go from a chat to a call, the agent is now provided with a dynamic tracking number to share. This number will show the full customer journey, right down to the keyword that led to the chat and in turn the call.

What this means for you: Greater attribution of the value of your chat function and marketing efforts will ensure you’re optimising the performance of both.

Take full control of your channel configuration

Our revamped channel configuration screen now offers an intuitive drag-and-drop interface and expanded criteria for moving custom channels. The result? It’s easier than ever to arrange and configure the channels you analyse.

What this means for you: Maintaining the arrangement of your channels in our Hub is much more straightforward, with additional flexibility to see what matters to you.

Less hands-on work and more nuance for number replacement at scale

By default, Infinity searches your entire page for AutoDiscovery numbers and, if found, replaces them with a tracking number. This is the best option for the majority of Infinity clients, but what if:

• You use the same number for different areas of your business (such as sales and service) but want to report them separately?
• You regularly change the number on your site, this needs to be updated each time
• You manage a wide range of websites, compounding the challenges of above

In these instances, our new number replacement solution will make your ongoing maintenance notably easier.

Now, you can automatically search for the tracking pool ID in your HTML and replace it with a phone number, reducing the need for manual phone number replacement.

If this is of interest, read more in our Campus here.

What this means for you: Less hands-on work means it’s easier to retain tracking services across multiple websites, while you also get greater nuance in how calls to the same number are reported.

This helps you achieve a far shorter time to value, quicker onboarding of new installations, better reporting, and enables swifter scaling of Infinity coverage across your digital estate.

Two-Factor Authentication at account level

We’re now able to implement two-factor authentication (2FA) for every user within an entire account as standard. Companies can ensure any user who has access to their Infinity account has to configure 2FA.

If you prefer, you can still enable 2FA on an individual or blended basis.

What this means for you: You have greater flexibility around access to your account. You’re also continuing to work with a company that doesn’t rest on its laurels when it comes to protecting the data of its clients and their customers. Read more about our industry-leading security and stability measures here.

Greater access control with single sign-on

Single sign-on (SSO) enables employees to access multiple software systems with a single login credential. It helps companies control who has access to what systems at scale.

Infinity can now be included in your SSO arrangements, meaning you can quickly give or remove access for any employee along with many other platforms. This is especially beneficial for businesses managing multiple software platforms.

What this means for you: Reduce time, effort, and stress managing credentials across your staff with simple, effective logins for businesses using SSO.

Boosts in Spanish, Belgian, Irish, and Nordic compliance

Infinity is constantly monitoring guidance from across the globe to remain a viable and reliable solution for clients in over 75 markets.

We’ve taken extra measures to ensure we meet new standards of compliance in Spain, Ireland, Belgium, Norway, Finland, and Sweden. These are mandatory for providers who want to provide telephony services for businesses in these countries.

What this means for you: If you’re active in any of these countries, Infinity will continue to operate here. Give us a shout if you aren’t yet using us in these markets.

If you’re not active in these countries, it still shows you’re working with an active, responsible partner who takes compliance seriously.

More opportunities to make more good calls

Infinity has been making constant strides towards leading the pack when it comes to growing the impact of call intelligence. Here are some more ways our clients are making the most of every call:

Scorecards – See how your agents, teams, and locations are performing based on the things that matter most to you

Smart Match - Linking revenue and outcomes back to every call and their channel

Keyword Packs – A fast-track for analysts wanting to use Conversation Analytics

Google Ads – We’re the only provider in our market who connects calls to the call assets, call ads, and location assets

Anything in here you fancy? Everything in this Hubdate is covered in our campus. Alternatively, speak to your customer success manager to discuss the best solutions for you.