(4.7/5)
Infinity Call Tracking offers a wide range of call monitoring and analytics solutions. It combines real-time reporting, alerts, and analytics with complete call tracking capabilities in one solution. The product provides both the cloud and on premise deployment options for businesses of any size or industry:
The key features of Infinity Call Tracking are:
• Call recording and playback – stores all incoming and outgoing calls so you can review them at any time. This includes live agent calls as well as IVR interactions.
• Real-time reporting – gives you an overview of key metrics like the total number of calls, average wait time per caller by queue type (inbound/outbound), and agent activity during each call cycle. Including how often they were interrupted by other colleagues or customers before completing the conversation with the customer (so you know how often agents are being interrupted more than once).
Infinity can integrate with various leading third-party apps like Quantcast, Omniture, Webtrends, Google Adwords, Salesforce, Google Analytics and DCM.
Pros and Cons
- UI is very easy use and navigate
- Gives powerful insights
- Great customer service
- The backend feels a bit clunky
Summary
Easy to implement, the latest customer hub is very modern and user-friendly compared to the previous version. We have recently started to use conversation analytics, and I am really enjoying working with this feature since it solves my problem of people not rating their calls.
For new users like me, more implementation support is needed. With only a guide, implementation for the user can become a lot problematic and full of mistakes.
Infinity proved itself to be a valuable tool for our business. Previously, we were using a competitor to infinity, but after working with infinity for some time, we have realized that it provides users with better customer service, reporting, and functionality.