The latest version of Infinity is ready. Infinity users can update their contact centre to the latest platform for free.
Why upgrade? As well as new functionality, 4.4 refines and improves on many existing features of Infinity. Here’s a quick taster of what’s been improved and what’s new:
Infinity Console
It is now easier and quicker than ever to manage your users, organise them into teams, and set permission levels and roles. We’ve also added the ability to filter by Projects as well as Clients to the Console menu.
Improved Tables and Archiving help you organise and manage your databases, and the Do Not Call function now allows you to remove numbers from existing call lists making TPS compliance easier than ever.
Workflow Designer
Based on user feedback we’ve made a number of changes to improve the usability of the Infinity Workflow Designer tool, as well as added some useful new features. These include:
- the ability to Test From Here at any point in a workflow or script,
- the ability to Style controls as you add them,
- new Controls such as ExpandText and the ability to make hotspots behave as checkboxes,
- support for external DLLs to extend the functionality of workflows,
- numerous other interface and documentation output enhancements.
Function Builder
Function Builder is the part of Workflow Designer that allows non-technical users to quickly build complex integrations and functions using an easy-to-use drag and drop interface.
As well as improving usability we have focused in 4.4 on adding new function blocks and variables so you can build more useful workflows than ever. A new custom DLL feature also lets you build custom integrations – e.g. for Salesforce, MS CRM, bank validation, postcode lookups – that you can the reuse in multiple workflows.
Tiles
Tiles is like a shared desktop for agents, supervisors and managers. When not in a workflow or handling a call Tiles let agents, supervisors and managers access all sorts of things, like stats, knowledge articles, surveys and even special offers your company has arranged with local businesses!
You can now display different types of media, including video, and also new generic controls in the Tiles interface.
Email and Letter Templates
Your agents can now easily perform fulfilment from right inside Infinity Workflows. This new function allows you to set up document templates using a rich Word-like editor built into Infinity, which can be merged during the script with the current customer data to produce a tailored letter, or email.
Whether you want agents to output these during interactions, or automate them in batches using the Fulfilment Service, Infinity 4.4 gives you the flexibility you need.
Upgrade to 4.4 for Free
For existing users of Infinity upgrading to 4.4 is free of charge. To discuss the benefits to your team of upgrading, get in touch with your account manager who will be happy to talk you through the improvements and new features in more detail.