During a call the last thing you want agents to be doing is putting the customer on hold to look up things like product and offer information, or the details of a policy.
But right now if they need to find something they probably have to close down their workflow, go to their desktop, open the Knowledge Base and then search for the information they want.
Well not any more. With Infinity your agents can have the right knowledge articles for the type of call they’re handling always available on-screen, or just one click away – without switching applications.
Whether your own or Infinity’s built-in Knowledge Base, or a third-party one, you can build knowledge right into your workflow or calling script.
Watch a brief video below demonstrating how it works: