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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 CX operation adapts quickly, ensuring seamless communications across voice, chat, email, and social channels, driving measurable outcomes.

Delivering end-to-end contact center transformation

TP Infinity’s CCaaS proven framework guides enterprises through a comprehensive, four-phase process to ensure seamless integration and optimal performance of customer contact solutions. Each phase is meticulously structured to address critical aspects of your customer experience strategy:

Analyze systems, processes, and operations to identify pain points and opportunities for improvement.

Tailor a solution with the right features and architecture to meet customer interaction goals.

Customize, integrate, and deploy the solution with minimal disruption for smooth omnichannel implementation.

Provide continuous monitoring, support, and improvements to keep systems optimized.

Monitor operations, track key performance indicators (KPIs), and continuously evaluate performance post-launch. Provide regular updates and enhancements, ensuring the automation framework evolves with business needs, optimizing functionality over time.

Unifying multiple 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.

Case study

A Spanish multinational telecom giant elevated customer service and streamlined operations, achieving significant cost reductions with TPI’s CCaaS solution.

Business challenges

  • The company required a robust cloud contact center solution to effectively manage contact flow.
  • Improving customer service efficiency was a key objective.
  • Reducing call rates to minimize workload and enhance service delivery.
  • Speeding up the service process to improve customer satisfaction.

The solutions

  • Integrate IVR to enhance call-handling efficiency and streamline operations.
  • Deploy Amazon Connect with custom contact flows and SAML authentication for secure and seamless engagements.
  • Enable self-management consoles to empower customer experts and supervisors with greater control over reporting and monitoring.

Real results

0
INCREASE
IN CUSTOMER EXPERT PRODUCTIVITY
0
REDUCTION
IN HOLD TIME
0
DECREASE
IN CALL VOLUME
0
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, proprietary solutions, and powerful technology partnerships in automation and digital CX.