Company Research Report: Infinity CCS

Company Overview

• Name: Infinity CCS

• Mission: Infinity is dedicated to transforming contact center operations through leading-edge interaction management software, leveraging comprehensive agent guidance and low-code workflow solutions.

• Founded: No information is available

• Founders: No information is available

• Key People: No information is available

• Headquarters: Landmark, 3 Brindleyplace, Birmingham, UK B1 2JB

• Number of Employees: No information is available

• Revenue: No information is available

• Known For: Infinity is a leading provider of interaction management technology for contact centers, emergency services, and healthcare providers.

Products

Maestro Suite

The Maestro suite offers a comprehensive range of interaction management tools for contact centers, aimed at optimizing agent performance and enhancing customer experience.

1. Composer

• Description: A module designed to empower contact center agents with scripted responses and customizable workflows.

• Key Features:

• Easy-to-build workflows

• Real-time support for service quality

• Integration capabilities

2. Repertoire

• Description: An extensive knowledge base ensuring agents have necessary information readily available for improved customer service.

• Key Features:

• Instant access to relevant information

• Supports quick and accurate responses

3. Synthesizer

• Description: Built-in training module allowing agents to practice and hone skills through real-world call scenarios.

• Key Features:

• Simulated call scenarios

• Skills enhancement focus

Maestro Add-Ons

1. Library

• Description: Centralizes contacts, departments, and resources for efficient information access.

• Key Features:

• Single-source information directory

2. Score

• Description: Offers insights and business intelligence for measuring contact center performance.

• Key Features:

• Performance analytics

• Business intelligence indicators

3. Tempo

• Description: Integrates automation to enhance customer-agent interaction efficiency.

• Key Features:

• Workflow streamlining

• Efficiency enhancement

4. Encore

• Description: Workforce Engagement Management solutions extending contact center technologies.

• Key Features:

• Comprehensive engagement solutions

5. Symphony

• Description: Tailor-made low-code workflow and screen design tool.

• Key Features:

• Workflow and script creation

Recent Developments

• New Products Launched: No information is available.

• New Features Added: Symphony, a low-code workflow and screen design tool, has been integrated to accommodate varied customer interaction scenarios.

• New Partnerships:

• Partnered with Connexica's CXAIR, DVSAnalytics, Invosys, Maintel, Peraton, Priority Dispatch, Sytel, and Xima to deliver enhanced interaction management solutions.

• The partnership enables to broaden customer base, enhance platform functionality, and facilitate new sales opportunities.

Conclusion

Infinity CCS provides robust contact center solutions leveraging the Maestro suite to improve customer-agent interactions. The integration of technology partners and continuous development of add-ons and modules highlight Infinity's commitment to enhancing operational efficiency and customer experience across diverse sectors. For further engagement, Infinity is expanding its reach through technology and channel partner programs, offering a comprehensive support structure and opportunities for business growth.