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Case Studies : Infinity Supports Interact After Two New Client Wins

#contactcenterworld, @infinityccs

Interact was in a huge time crunch to try and pull off a pair of Business Process Outsourcing starts and turned to Infinity for help as you'll read in the following case study.

When Interact, one of the UK's fastest growing outsourcing businesses, won two new clients in quick succession the clock started ticking. Both clients - a leading consumer electronics business and a big player in credit card processing - needed to establish a new home for their outsourced contact centre operations within just 8 weeks. And both needed to replace the complex case management solutions that would be lost as their existing outsourcing relationships came to an end. Thanks to Interact's 'can do' approach and access to the Infinity platform, both the move and the technology build were completed on time, service levels didn't miss a beat and both clients applauded Interact for exceeding their expectations.

"There was an unbelievable amount of work to get done in a short time," says Interact's Operations Director, Sarah Leff. As well as all of the usual work needed to bring a new client onboard, we had to manage a TUPE transfer (Transfer of Undertakings - Protection of Employment Regulations) to bring teams across from each client's previous provider. From a technology point of view we had to create a case management solution for each client and transfer all customer history into those solutions for each company."

Having relied on the Infinity platform for several years, Sarah was confident its technology could deliver. "I had to rely on the Infinity team to deliver the technology while we got on with everything else. The Infinity team liaised directly with the clients, managed every step of solution design and implementation, met every deadline and delivered on time. In the end both clients felt that the solution Infinity built for them not only matched but bettered what they had before," says Sarah. "In each case the solution was more robust and more intuitive for the agent to use, helping them work faster and provide better service."

For Interact's consumer electronics client - a leading gaming business - the Infinity platform supports a multi-channel customer service programme and is the lynchpin of a UK-wide repair operation. Within the first 6 months Interact delivered a 16% improvement in average handling time. "Our agents are able to work faster and more fluently because Infinity gives them easy access to the information they need to answer customers' service questions and arrange repairs from a single unified agent desktop," says Sarah.

Interact manages the complete sales process for its credit card client and, in the early days of the contract, has driven efficiency by increasing contacts-per-hour by 25%. "Using data captured via Infinity we hope over time to develop account management strategies that will help our client grow that revenue significantly," says Sarah.

Infinity combines a unified agent desktop with a workflow engine that Interact uses to build and maintain the complex service and sales processes that all of its clients depend upon. "We selected Infinity as Interact's technology provider from the start because it is built with outsourcers in mind," says Sarah. "It's flexible enough to accommodate a wide variety of client requirements and can be updated easily whenever those requirements change." While many outsourcers take days or even weeks to respond to a simple change request, we can respond immediately."

More than that, Infinity gives Interact a flexible IT resource. Not just a team that can deploy new clients fast, but a platform that can flex to accommodate the changing shape of its operation from one month to the next. At the start of every month Interact gives Infinity an estimate of its per-seat technology requirement and pays accordingly. "Every outsourcer experiences significant volume volatility dictated by variability and seasonality in its clients' businesses," says Sarah. "Infinity's usage-based pricing mechanism allows us to actively manage our technology in line with those fluctuations in order to keep our costs down. With tight operating margins no outsourcer can afford to sit on idle technology. Thanks to Infinity, we don't have to."

#contactcenterworld, @infinityccs


About Interact BPO:
Company LogoWe are a Canada based, global provider of customized outsourcing solutions and proprietary technology to small and medium sized businesses. With an existing employee base , our domain expertise and breadth of services encompass Contact Center / BPO, Software Technology and Managed IT Services. We help clients accelerate revenue growth, improve operational effectiveness and dramatically increase customer satisfaction levels, while reducing costs. We have a unique capability to provide a diverse range of BPO solutions across industry verticals from our global locations, thereby providing our clients with highly customized solutions that efficiently and effectively serve your product and service needs. Our leadership across all service lines consists of senior executives with experience of the industry.
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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
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Today's Tip of the Day - Outsourcing Service Agreements

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

Published: Tuesday, December 20, 2016

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2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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