Infinity

Infinity is a leading call analytics and conversation intelligence platform designed to provide businesses with profound insights from their customer conversations. By bridging the critical gap between online marketing activities and offline phone calls, Infinity empowers organizations to understand the full customer journey, optimize marketing spend, accelerate sales performance, and enhance customer service. The platform leverages advanced AI to automatically analyze every call, transforming spoken conversations into structured, actionable data.

Founded in 2010, Infinity has evolved from a pioneering call tracking solution into a comprehensive intelligence suite. It serves a diverse range of departments, including marketing, sales, contact centers, and compliance teams, helping them make smarter, data-driven decisions. By revealing what happens before, during, and after a call, Infinity provides the clarity needed to boost ROI, improve operational efficiency, and create exceptional customer experiences.

How to use Infinity

Using Infinity involves a straightforward process to integrate its powerful analytics into your business operations:

1. Setup and Integration: Begin by integrating the Infinity platform with your website and key business systems. This typically involves adding a JavaScript snippet to your site and connecting to essential tools like Google Analytics, Google Ads, Salesforce, and other CRMs.
2. Implement Call Tracking: Assign unique, dynamic phone numbers to your various online and offline marketing channels (e.g., PPC campaigns, social media ads, organic search, print media). This allows Infinity to track the precise source of every incoming call.
3. Analyze Conversations: As calls come in, Infinity's Conversation Analytics engine gets to work. It automatically transcribes the dialogue and uses AI to analyze the content for keywords, customer sentiment, call outcomes, and mentions of products or competitors.
4. Attribute Revenue with Smart Match: After a call, use the Smart Match feature to link sales revenue from your CRM or sales system back to the specific call and its original marketing source. This provides a clear, accurate picture of your return on investment (ROI).
5. Review and Optimize: Access the Infinity dashboard to view comprehensive reports. Analyze which campaigns are driving the most valuable calls, monitor agent performance with custom scorecards, identify areas for customer service improvement, and ensure compliance. Use these insights to continuously refine your strategies and allocate budget more effectively.

Core Features of Infinity

• Call Tracking: Provides visitor-level tracking to connect a user's entire online journey to their subsequent phone call, offering complete attribution.
• Conversation Analytics: AI-powered transcription and analysis of 100% of your calls. It uncovers trends, customer sentiment, emerging issues, and agent performance metrics automatically.
• Smart Match: A powerful feature that seamlessly connects call revenue data to the specific marketing activity that generated the call, enabling precise ROI and AOV (Average Order Value) calculation.
• Custom Agent Scorecards: Build custom scorecards to objectively measure and monitor sales and service agent performance, facilitating targeted coaching and training.
• Compliance and QA Automation: Automatically flags potential compliance breaches, sensitive data mentions, and other risks within conversations, streamlining the quality assurance process.
• Broad Integrations: Offers plug-and-play integrations with major platforms like Google Ads, Google Analytics, Bing Ads, and Salesforce, along with a robust API for custom connections.
• Advanced Call Management: Includes features like custom IVRs (Interactive Voice Response), call recording, missed call alerts, and welcome messages to manage call flows efficiently.

Use Cases for Infinity

Infinity provides tailored solutions for various business functions:

• For Marketers: Eliminate wasted budget by identifying underperforming campaigns. Optimize ad copy and landing pages using the actual language of customers. Prove the full value of marketing efforts by attributing phone-based conversions and revenue.
• For Sales Teams: Arm agents with pre-call insights into a prospect's online journey. Improve sales scripts and tactics based on analysis of successful calls. Use scorecards to build a team of top-performing sales superstars and increase close rates.
• For Contact Centres: Understand the root causes of call volume to improve efficiency. Reduce Average Handling Time (AHT) and improve First Call Resolution (FCR) by identifying process gaps. Monitor agent performance and engagement at scale.
• For Customer Service: Proactively identify and resolve sources of customer friction. Turn negative experiences into positive ones by understanding customer pain points. Improve Net Promoter Score (NPS) and customer retention through better service.
• For Compliance Teams: Automate the tedious process of manual call listening for QA. Proactively detect and mitigate compliance risks to avoid costly fines and legal issues. Provide targeted guidance to agents to ensure adherence to regulations.

Advantages of Infinity

Infinity offers significant competitive advantages:

• Holistic Customer View: It uniquely connects the dots between digital and voice interactions, providing a complete and accurate view of the customer journey.
• Deep, Actionable Insights: Goes beyond just tracking call numbers to analyze the *content* and *context* of conversations, delivering insights that drive real business improvements.
• Operational Efficiency: Automates time-consuming manual tasks like call monitoring and reporting, freeing up hundreds of hours for teams to focus on strategic initiatives.
• Proven ROI: By directly linking marketing spend to sales revenue, Infinity provides undeniable proof of what works, enabling smarter budget allocation and maximizing profitability.
• Dedicated Partnership: Infinity is known for its exceptional customer support, offering tailored onboarding, dedicated success managers, and a partnership approach to ensure clients achieve their goals.

Pricing and Plans

Infinity offers a tiered pricing structure to suit different business needs, with all plans based on a 12-month minimum contract.

• Essentials Plan: Starting from £199/month + 20p per call. This plan is ideal for businesses starting with call analytics and includes visitor-level call tracking, standard reports, and integrations with Google Analytics and Ads.
• Pro Plan: Starting from £299/month + 15p per call. This plan includes all Essentials features plus dedicated onboarding support, unlimited plug-and-play integrations, and more advanced reporting capabilities.
• Enterprise Plan: Custom Pricing (POA). This is a bespoke solution for large-scale operations. It includes everything in Pro plus VIP support, a dedicated solutions architect, advanced features like Smart Match and CRM integration, and the lowest per-call rates (from as little as 7p).

Additional costs may apply for extra domains, tracking numbers, and high-volume tracking events. A demo and a custom quote are recommended to create the perfect plan.