CX Infinity

Customer Experience & Messaging Platform


Staying up to date with the latest Contact Centre & Customer Experience technology whilst managing a tight budget can seem like a never-ending hopeless mission.

Deploying a CX Infinity solution alongside your legacy Contact Centre solution provides one system, one screen and equips your agents to accept communications from all channels and phone systems without toggling applications. It is in essence Omnichannel; without the need to replace your existing technology investment
  • Designed to enhance existing AVAYA, CISCO, Mitel & Asterisk Contact Centre technology.

  • Cloud or On-prem option

  • One single omnichannel platform for Email, Chat, SMS, Social Media, Web Call and Direct Social Media Messaging.

  • 60+ Out of the box Third-Party Integrations

  • Case Management & Ticketing

  • Powerful Supervisor Workspace

  • See entire historical customer Journey to present day.

  • One Unified Desktop view


Canned/Suggested Response
AI Bot Support
Customer Insight Integrated Agent Screen
Pre/Post Survey, chat forms


Tag/Notes/Reminders
Pre-defined response Templates
Supervisor Assist
Bulk Find & Reply
Subject/Keywords based Routing
Multi Lingual Support


Intelligent Routing based on interaction, channel, customer, skills & attribute
Flexible Scripts with easy deployment
CRM, Priority, Queue Jump capabilities.



SDM


WebRTC Audio & Video
Compliant Recording - Audio & Video
Co-Browsing


Comprehensive Dashboards
Historical & Realtime reporting with Analytics
Channel & Agent wise Reports with KPIs
Transcripts & Recordings
Interaction History (Email/Chat/SDM Transcripts)