Building a future-proofed, agile, and innovation-driven contact center
TP Infinity’s Contact Center as a Service (CCaaS) streamlines customer engagements with a cloud ecosystem and expert consultancy.
Our solution enhances client connections, boosts scalability, and improves customer expert productivity for better conversion rates.
With flexible cloud infrastructure, your contact center adapts quickly, ensuring seamless communications across voice, chat, email, and social channels, driving measurable outcomes.
Unifying 25 powerful features for seamless omnichannel customer engagement
TP Infinity CCaaS integrates these capabilities into a unified platform, delivering holistic responses across voice, digital, and social channels.
High-tech, high-touch customer experience (CX)
- Customer and expert experience tracking: Real-time insights for optimizing every engagement.
- Intelligent interactive voice response (IVR), softphone, and evolutive dialers: Automate self-service communication for smoother customer journeys.
- Conversational artificial intelligence (AI): Provide personalized, AI-driven responses across channels.
- Social engagement tools: Engage with customers through real-time assistance and support.
- Self-management consoles: Give your teams control with easy-to-use, customizable management tools
Seamless business automation
- Quality management and automation: Streamline quality assurance (QA) for consistent performance.
- Artificial intelligence (AI) and machine learning (ML)-based customer expert assist: Leverage AI to automate workflows and reduce handling times.
- Call, screen, and engagement recording: Capture every engagement to drive continuous improvement.
- AI-led customer expert coaching and gamification: Enhance customer expert engagement with AI insights and gamification.
- Virtual desktop infrastructure (VDI) activation options: Empower customer experts to work remotely with secure, virtual desktops.
AI-powered analytics
- Smart business intelligence (BI) analytics: Utilize real-time and historical data to enhance strategic decision-making.
- Sentiment and engagement analytics: Measure and analyze customer sentiment in real time for better insights.
- Insights as a service: Access advanced insights to improve sales, collections, and customer engagements.
- Unified customer relationship management (CRM) integration: Centralize customer data for a streamlined, omnichannel experience.
- Multiple application programming interface (API) connectors: Seamlessly integrate analytics with your existing tools for enhanced functionality.
Streamlined processes
- Robotic process automation (RPA) hyper and after-call work (ACW) automation: Automate repetitive tasks to boost customer expert productivity.
- Omnichannel intelligent routing: Ensure customers are connected to the right customer expert every time.
- Workforce management and monitoring: Track customer expert performance in real time to enhance efficiency.
- Recruitment and onboarding assistance: Simplify the hiring and training process with integrated support tools.
- Scalable infrastructure: Easily scale operations to meet demand with flexible, cloud-based solutions.
Enhancing operational efficiency and business resilience
TP infinity CCaaS eliminates inefficiencies and empowers your contact center to operate at peak performance.
Reducing operational pain points:
Streamline workflows and minimize productivity outages to ensure seamless operations.
Ensuring business continuity:
Utilize a high-tech, cloud-based ecosystem to keep your business running smoothly, even during disruptions.
Moving beyond legacy systems:
Transition from costly, outdated solutions to a scalable, future-ready platform that facilitates growth.
Boost efficiency:
Reduce handling time while enhancing accuracy and precision with advanced automation and artificial intelligence (AI) tools.
Who is the client?
The client is a Spanish multinational telecom company.
Business challenges
The company needed a robust cloud contact center solution to manage contact flow and improve customer service efficiency. Their goals were to reduce call rates and speed up the service process.
The solutions
We integrated IVR to enhance call handling efficiency and deployed Amazon Connect with custom contact flows and security assertion markup language (SAML) authentication for secure and seamless engagements. Additionally, we enabled self-management consoles to empower customer experts and supervisors with greater control over reporting and monitoring.
Real results
- 53% increase in customer expert productivity.
- 50% reduction in hold time
- 24% decrease in call volume.
- 15% shorter average handling time (AHT)
Industry-leading partnerships for best-in-class CCaaS solutions
Take your business to the next level!
Boost your customer experience and operational efficiency by leveraging our expertise, propriety solutions, and powerful technology partnerships in automation and digital CX.