Unified Agent Desktop

Our agent desktop is Infinity, a scalable desktop solution for both inbound & outbound activity. Developed in VB (soon to utilise the Microsoft .net framework) on a SQL database, it is designed specifically for the needs of outsourced call centres.

It provides:

• Full CTI Integration
• Predictive and auto-dial capability
• Inbound/outbound voice blending
• Multi-media blending
• Extensive systems integration to enable real time communication with client (or other) applications or services
• Wide ranging real time reporting
• Wall board feature for monitoring instantaneous agent activity and team performance
• A sophisticated agent timesheeting facility.