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News : Infinity Launches Conversation Analytics Suite

#contactcenterworld, @infinityccs

London, UK, Dec, 2018 -- Infinity clients using Conversation Analytics will be able to analyse the speech on every call they receive, and efficiently enable companies to act on these insights at scale. This will allow them to identify calls where payments were made, when specific words or scripts were used, and redact sensitive data before a call is stored.

"Due to the explosion of smartphones, the total number of calls that businesses are receiving is only going to go up," says Infinity CEO and founder Paul Walsh. "There’s so much useful insight within these calls that companies risk losing. By harnessing it responsibly, you open up exciting opportunities for marketing teams and contact centres to make meaningful, measurable improvements."


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The Telegraph have been using Infinity’s Conversation Analytics suite to identify when calls to their travel partners have resulted in a booking, enabling them to forecast revenue effectively and improve their customer journey.

"Infinity’s Conversation Analytics suite is very flexible, the results are immediate, and we are learning things that we didn’t know before. The exciting thing is that you start to solve one issue, and you uncover many more that you can solve too, and we’re just at the start of that evolution."
Mark Woodcock | Commercial Director - Travel, The Telegraph

Meanwhile, Flight Centre have been using the Conversation Analytics suite to help categorise the quality of calls they are receiving. This insight helps them know what aspects of their long-term website refresh are connecting with the audience they want to be reaching.

"Conversation Analytics have given us a spectacular view on what a high quality phone enquiry looks like. It makes it easy for our marketing and operations teams to isolate certain types of enquiry that we want to understand more about."
James Boyle | Head of Digital Marketing, Flight Centre

#contactcenterworld, @infinityccs

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


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 - Don’t Over Glamorise Your Job Adverts

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

Published: Tuesday, December 18, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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