Contacts

The Contact module is used to link up the telephony and user so that scripts are popped when a call arrives or a task is due. This way you can handle calls, emails and other tasks within Infinity.

Contact Features

  • Allows scripts to be popped
    • based on the incoming dialled number
    • based on information from a predictive dialler
    • based on information from a chat session
    • when a task is due such as processing a call back or email
  • Allows the same script to be used for calls, chats, emails and other tasks
  • Provides search functionality to locate customer records
  • Provides history viewer to show previous contact history with customer
  • Provides call outcome selection allowing for
    • Call back date and time to be selected
    • Call back windows to be selected
    • Call notes to be recorded

CTI Integration

  • Telephony agnostic1
  • Standard toolbar look and feel regardless of telephony provider
  • Support for inbound, outbound and predictive calling2
  • Removes the need for agent to interact with their phone2
  • Silent Monitoring support – team leader can listen to an Extension/CTI logon of an agent (currently supported with Callmedia)

Recorder Integration

  • Recorder agnostic1
  • Standard toolbar look and feel regardless of recorder provider
  • Support for starting, stopping, pausing recordings2

Chat Integration

  • Chat agnostic1
  • Standard toolbar look and feel regardless of chat provider
  • Support for inbound (ClickToChat) and outbound (Engage)2
   
1 Can support most platforms where a suitable API exists but may require additional development work to integrate with Infinity platform.
2 If the platform and API supports these functions.