#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