- Includes Free Agent Call Recording.
Infinity CCS, providers of proven contact centre software to manage both inbound and outbound campaigns, has today announced the latest version of its flexible, integrated contact centre software - Infinity.

This latest version (v3.6) includes free built-in call recording capabilities to the agents PC, enhanced reporting, a quality assurance module and improved time-sheeting functionality. Also, their Desktop Scripting can now support most ACDs and diallers with CTI integration from Envox CT-Connect & Callmedia.

The latest upgrade is available free to existing customers or available as a ‘contact-centre-in-a-box’ for 15 users from just £10k when ordered before 31st March 2007.

The free call recording includes QA integration for listening & retrieval; improved MP3 compression of audio files for reduced storage and increased portability; and a silence detection module to detect ‘fake calls’ or alert supervisors if the call is not being recorded correctly.

Quality Assurance (QA) is essential for all contact centres because of regulations imposed by the DMA, FSA, Ofcom, Ofgem etc. Infinity’s solution offers a dashboard to give visibility of QA and operational performance by campaign or agent. This enables the swift identification of non-compliant calls and assists with the HR element of coaching and appraisals, performing assessments of agents whilst listening in and viewing data collected during calls.

The enhanced time-sheeting module provides the ability to record the actual hours each agent or team has worked and the remuneration due, including performance based commissions and bonuses. Once the shift is verified and signed-off by a supervisor, data can be automatically exported to any off the shelf or bespoke payroll system. This is invaluable for contact centres that employ agents on temporary contracts, as it ensures daily control over rosters and costs and negates manual, paper-based or spreadsheet forms

The system includes a comprehensive reporting module which offers agents and supervisors a single and dissectible view of the progress of agents and campaigns at any given time. A multitude of reports now available on Crystal or SQL Services are fully configurable, allowing the user to select clients, projects, users and team specifics, for example. Improved and simplified ‘tick-box’ filtering of data delivers the capability to ‘slice and dice’ data according to the information required for each project – providing granular detail reporting to meet management and financial requirements.

Major features of Infinity v3.6 include:
* Desktop Scripting
* Inbound Outbound Contact Management
* Predictive Dialing
* Agent Timesheeting
* Call Recording & Quality Monitoring
* Agent & Team Performance Reporting

Notes to editors:
Detailed product overview available at: http://www.infinityccs.com/Software.asp