Infinity launches tailored agent training solution for contact centres
Infinity has announced the launch of ‘Agent ID’ and ‘Outbound call tracking’ – representing a significant improvement to its contact centre offering. The business has also launched an improved Insights and Intelligence consultancy. The new features and services will allow customers to curate individually tailored training programmes and consequently reduce acquisition costs, increase average order value, and optimise lead conversion in their call centres.
CEO of Infinity Warren Newbert said: “We’re hugely excited about what these new features mean for our customers’ contact centre operations and commercial decision making. By helping them pinpoint how their teams are handling calls, we can give them the insights they need to revolutionise the way they create training programmes. The granular insight we can now provide on individual agent performance will help our customers identify agent training needs and support them in hitting sales goals faster and much more efficiently – they’ll be able to replace guesswork and one-size-fits-all coaching with training derived from clear insight.
“On top of that, enabling customers to track the calls they make as well as the ones they receive will give them additional intelligence that can be used to significantly improve engagement across all channels and drive more meaningful interactions. We’re now able to give clear visibility on all of their calls, to help them build the holistic picture they crave.”
To help more brands get the full value of these new products, and the wider Conversation Analytics suite, Infinity has also grown its Insights & Intelligence consultancy service, guiding more clients to meaningful results quicker. Automotive dealership giant Pendragon recently worked with this team to reduce a common friction point on calls by 66%. Owen Gill, Pendragon’s Head of Digital Marketing, added “meeting with Infinity’s Insights & Intelligence team is a highlight of my month, and my colleagues are always keen to hear about what we’re learning”.
Chief Product Officer at Infinity, Maria Psaltaki went on to say: “The release of outbound call tracking and Agent ID are testament to the creativity of the product and development teams here at Infinity. It’s no surprise we were recently named Dev Team of the year. Having invested heavily in our team over the last year, we are now in a position to accelerate our ambitions in the speech analytics space.
“We now connect an enormous number of customer touchpoints to give sales teams, IT teams, and customer experience teams actionable insight into how to make major improvements before, during, and after every call. And we’re very excited about what’s to come. We’ll be continuing to enhance our Conversation Analytics suite and develop new capabilities within our products that will help unlock intelligence from even more sources so our customers can do an even better job of optimising journeys and improving the way they interact with callers.”
The launch rounds off a hugely successful financial year for the business, which included the acquisition of ResponseTap, several senior hires, and a record breaking fourth quarter.