Our Agent Desktop can be many things to many contact centres depending on requirements and how it is deployed. We have over 5,000 licenses of our tried and tested solutions in use across Europe. The following provides a flavour for what the Infinity Desktop is and what it can provide;

• It’s a contact management system for contact centres
• Office based or remote & home workers
• It’s a scripting tool
• It’s a preview/auto-dial and predictive dialing tool
• It’s an inbound call manager
• It works as a portal to integrated ancilliary / legacy systems
• It provides inbound and outbound voice blending capability
• It provides multi-media (email, sms, web chat etc.,) blending capability
• It integrates to a vast selection of PBX / ACD’s
• It has integrated call recording capability

Scripting is NOT provided for advisors to talk like robots!

Scripting, call blending & computer telephony integration (CTI) are used to apply your business processes and provide an agent with all the information they need to service your customer effectively.

That information often resides in a multitude of disjointed systems which were designed individually to process sales, generate customer service tickets or store customer data; making your customers experience slow and painful.

Customers dislike having to repeat information, waiting for slow responses to emails or their calls being routed to the wrong department. Just because you have failed to recognise who they are or what they want; whether they decide to contact you via voice, email, web or SMS channels.

• Contact centre outsourcers who need the ability to rapidly create new or make amendments to existing telemarketing or customer services campaigns
• Companies who outsource telemarketing and customer services activity to agencies and want controlled, consistent deployment across the, providing;
• Standardised reporting (performance and compliance)
• Effective change control across agencies
• Simple cross agency comparison
• Quick and easy introduction of additional agencies
• In-house contact centres

• Your customers - it reduces delays by 'screen-popping' their details to your agent; allowing priority customers to be routed to dedicated teams or agents more quickly.

• Your agents - allows them to focus on the customer needs & resolve calls quickly by hiding the many applications in use by most call centres. Complete customer contact history is provided with 'at a glance' views of up-to-date product data, objection handling assistance, current industry legislation or relevant websites etc. By hiding this complex 'iceberg of data' only the relevant information is visible to deliver what we term - 'Full Customer Knowledge'.

• Your IT people - provides a framework for your own developers, or ours, to quickly add powerful plug-ins to your existing systems; such as sales order/credit card processing or CRM systems.

• Your Operational people - can be self sufficient when making script or routing (workflow) amendments for their teams.
  • Easily see the call flow & amend routing
  • simply amend the text in the script pages or data shown/captured
  • quickly insert customer logos or latest product PDF, web, Office documents.

*Desktop