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TELECOMS SOLUTIONS
INFINITY CALL TRACKING
Infinity call tracking links the customer journey directly to phone calls, providing valuable insights and budget optimisation.
ASK AI – WHY OPUS?
Transform your contact centre with AI powered call tracking analytics
Our strategic partnership with Infinity call tracking will help you unlock performance-boosting insights without manual call monitoring. Saving you time and improving performance, ensuring you delight your customers every time they contact your business.
Unearth hidden insights to determine the source of your inbound enquiries
Infinity’s call analytics platform is designed to help you unearth hidden insights from every call your business handles, helping you make smarter business decisions and improve the experiences you deliver – for customers and your agents.
Unlock performance-boosting insights without manual call monitoring
By automatically monitoring 100% of your calls, Infinity gives you the insight you need to optimise agent performance and send NPS sky-high without needing to manually listen in.
Through connecting call outcomes to activities and behaviour, deciding where to spend, how to train your sales team, and how to increase customer satisfaction across the board is easy.
That’s why Infinity’s speech analytics tools play a critical role in the tech stack for marketing, sales, customer service, and contact centre teams all over the world.
Download our guide on how to implement AI to deliver next level CX
Discover how the combination of AI and innovative technology in your contact centre can revolutionise the customer experience.
How call tracking can transform the contact centre experience
Before the call, you will be able to view the entire customer journey
By understanding what drives calls, you’ll be able to pinpoint where messaging improvements and better self-serve options are needed.
Deflecting simple queries will help keep your agents focused on customers who need 1-2-1 support, cut your queuing times, and slash running costs.
Call tracking enables you to deflect simple queries will help keep your agents focused on customers who need 1-2-1 support, cut your queuing times, and slash running costs.
Conversation Analytics helps you understand your customers during the call
Infinity call tracking helps you gain a better understanding of your customers and what they really care about.
By automatically monitoring calls at scale, Conversation Analytics provides you with the purest form of customer feedback. You’ll deepen your understanding of customers, so you know exactly what to do and say to drive better outcomes. All while saving a ton of time.
Full visibility of what happened prior to your prospect making the call
With Infinity Caller Insights you can see what’s happened before a caller picked up the phone.
Your agents are armed with the critical intel they need to:
- Improve caller experience by understanding why
a customer or prospect is getting in touch - Identify and capitalise on opportunities to up-sell
- Deliver a slicker, more cost-efficient call handling process
The best part? All of this intel can be served up in a wrapper your agents are familiar with thanks to our call platform integrations.
After the call you can attribute the value
With call tracking, you can pinpoint the impact good customer service and operational improvements are having on revenue.
With the Smart Match feature, you’ll be able to show the real impact of your work and help you demonstrate the call revenue your team have driven in just a few clicks.
How you can transform your contact centre with call tracking
See the full picture
Call analytics software will help you level up your call monitoring capabilities. Get a granular and detailed picture of what matters most to your customers, with no extra effort required.
Create better service experiences
Infinity’s advanced tools will help you create the frictionless experiences customers crave. Delight your customers and produce successful outcomes time and time again.
Upskill your teams
Get the insights you need to build a team of top-performing agents. By automatically monitoring 100% of your team’s calls, you’ll be able to give agents tailored support to improve FCR and push up NPS.
Run your contact centre like a well-oiled machine
As well as seeing what’s driving call volume, Infinity’s Conversation Analytics automatically feeds you the intel you need to improve FCR, slash AHT, and deliver exceptional experience.
Anticipate and prevent compliance issues
By automatically flagging potential breaches in conversations, Infinity’s advanced tools will help you avoid compliance catastrophes and make QA a quick and pain-free experience.
Get your call data where you need it
Infinity integrates seamlessly with your existing tech stack, with over 45 integrations available with some of the world’s leading tech providers, from journey optimisation and CRM, to contact centre technology.
Why do clients choose to partner with Opus?
OUTSTANDING CUSTOMER
EXPERIENCE
It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.
COMMITTED
TO HIGH
STANDARDS
Our world class expertise is delivered by our internal teams and best of breed tech partners.
FULLY TAILORED
STRATEGIC
SOLUTIONS
We are technology agnostic and only deliver a business outcome driven approach.
CONSISTENT
SERVICE LEVEL PROMISE
We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.
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Frequently Asked Questions
Call analytics solutions like Infinity exist to help you measure, analyse, and report on what happens before, during, and after every phone call your business handles. AI-powered, always-on call monitoring means you’ll gather data and performance insight from every single call your agents make and receive. Call analytics will help you make much smarter and more informed business decisions. With it, you’ll understand the strengths and weaknesses in your marketing campaigns, sales tactics, call handling processes, and contact centre operations.
By actively using call analytics software, sales leaders can unlock the intel they need to improve call handling and close more deals.
Call analytics tools will help you:
- Fill your queues with quality leads so you agents can convert more callers to customers
- Arm your team with actionable insights in real-time to drive better conversations
- Upskill your sales team by providing them with winning tactics and refined sales scripts
With call analytics software, customer service teams will be able to stop bad experiences from ruining relationships and your reputation. The insights they uncover will help you:
- Send net-retention and NPS soaring
- Process queries like a pro and decrease AHT
- Give your team the support they need to nail FCR
Call analytics software like Infinity will help contact centre leaders uncover hidden insights from conversations without having to spend hours listening in. It can help:
- Save hundreds of hours and hear the full story
- Delight customers every time they get in touch
- Keep your team engaged and stop churn impacting performance
Our fully integrated service offering
Find out more about how Opus can add value to your business
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