Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

THE NEXT EVENT STARTS IN: 12 DAYS - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

Case Studies : Infinity Drives Insight, Efficiency and New Business Gains for Customer Management Outsourcer, Webhelp

#contactcenterworld, @infinityccs

Webhelp, a UK outsourcer, is focused on engineering the customer experience it delivers for clients based on data-driven insight. Today it's using the Infinity Platform - a combined agent desktop and workflow engine - not just to manage customer interactions efficiently, but to capture data from those interactions to fuel insight and transformational thinking.

"When we first met Infinity we were looking for a unifed agent desktop that would allow us to compete effectively on bids where the client wanted us to provide customer-facing technology," says Webhelp's Client Solutions Director, David Pattman. "What we found was much more. We found a technology that woudl become a single point of capture for the data we need to support insight. Infinity is now an integral part of a highly differentiated offer that's enabling us to win business in a crowded market." The Infinity Platform has strengthened Webhelp's ability to win new business and has delivered an efficiency gain of 20% in operation.

From Showcase to Business Win

Recognising Infinity's potential to support its differentiated market position, Webhelp set about incorporating it into its showcase that demonstrates 'the art of the possible' for new clients. In the meantime a new business opportunity presented itself to Webhelp for which Infinity's capabilities were an ideal match. A big UK insurer was restructuing its business and looking for a partner that could help it build an intelligent customer sales and service operation in which sales activities are driven by insight derived from a detailed analysis of customer behaviour. This presented a perfect fit for Webhelp's insight-focused capability. The client brought no technology with it beyond its policy administrtion engine. Webhelp was able to include, within its outsourced solution, a fully integrated technology infrastructure which, with the Infinity Platform at its heart, woudl be able to unify and capture policy and customer interaction data to deliver insight.

Infinity supported Webhelp's successful bid and moved quickly to implement in line with Webhelp's requirement to ramp up quickly. "The benefits of having a single source of data was immediately apparent," says Pattman. "Almost from the outset we've been able to identify buying trends and develop powerful cross and upsell recommendations for our client."

Ring2 Dashboards & Wallboards Free Trial
Compliant, Compelling, Efficient

As well as supplying the business information that fuels insight, Infinity provides real time management information that supports the drive for efficiency and effectiveness that is essential for Webhelp's clients. The wellspring of that efficiency is the Infinity Agent Desktop, which gives Webhelp's agents access to everything they need to complete an interaction without changing screens or loading multiple applications. "Like most outsourcers we have multiple technologies, often provided by our clients, that support a range of agent assisted channels," says Pattman. "We're now able to integrate them at the agent desktop. Infinity is more than just a technology, its an integral part of our offer to clients and how we deliver for them."

Using Infinity's workflow engine to design and build ideal customer interactions, and then delivering them through an easy-to-use agent desktop, is driving efficiency gains of up to 20% for Webhelp. It's also ensuring compliance with the quality standards its clients demand and the legal requirements so many face. "Our insurance operation's client has extremely robust and stringent compliance requirements which, thanks to Infinity, we can confidently meet and exceed," says Pattman. "Using Infinity, we can build the customer experience with compliance and quality in mind, with colour coded instructions reminding agents what they must say, check and record."

The clarity of the agent desktop has reduced the time it takes for agents to achieve full productivity. "Getting to competence quickly has obvious benefts for our business," says Pattman. "And, as Infinity is deployed across more of our client programmes, it also helps our teams to be more flexible." Though highly personalised to each client, the desktop has a consistent underlying structure, which means agents and team leaders can assimilate new programmes with ease."

Webhelp's account manager, Stuart Bidwell, has worked with Webhelp throughout the deployment of the Infinity Platform. "Webhelp is far ahead of the game when it comes to refining the customer experience through insight; but it also has a keen appreciation for the hard work that gets done at the agent level. With Infinity supporting agent and analyst teams, Webhelp is enhancing both day to day delivery and its ability to drive future change."

Partnership

Infinity is now a Webhelp partner of choice, not just because of the technology solution it provides, but because of its wilingness to support its new business drive and its ability to deploy rapidly and integrate to a wide array of systems. "Infintity works with us to create compelling propositions that are helping us win new busienss from clients that want to make a step change in customer management performance," says Pattman


About Infinity CCS:
Company LogoInfinity CCS LTD. is a provider of technology and services that deliver excellence, efficiency and commercial advantage for outsourced customer management providers
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - 5 Ways To Start Motivating Agents Today!

Read today's tip or listen to it on podcast.

Published: Wednesday, October 21, 2015

Printer Friendly Version Printer friendly version

2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =