Several dynamic new features are included in the Infinity Software Version 5.4 release. Infinity Software Version 5.4 is the latest release in the Infinity series and includes many new labor saving and profitable features designed to make call centers more efficient and more valuable to their clients.

Several enhancements have been made to allow operators to answer calls with a more accurate answer phrase for every situation.

• Enlarged Answer Phrase On New Call – When an operator answers a new call, their focus should be on the Answer Phrase. There is a new option which allows the Infinity Telephone Agent to automatically enlarge the Answer Phrase to ensure that the operator’s attention is drawn to the answer phrase and they are able to read it. The enlarged answer phrase temporarily increases the font size and the highlighted window size of the answer phrase and then returns it to the normal size after 5 seconds.
  
  
  
  
  
  

• Dynamic Answer Phrase – Operators need to intelligently answer calls. Customers expect the answer greeting to reflect the current time of day and other dynamic factors. Dynamic Answer Phrases allow supervisors to program command codes into answer phrases to have the answer phrases automatically adjust based on the following:

  • Time of day (good morning, good afternoon, good evening)
  • Operator name
  • Client name
  • ANI
  • ANI name
  • Status
  • Holiday greeting (based on the system Holiday setting; Happy Holidays,
    Happy New Year, Happy Hanukkah, Happy Easter, Happy Thanksgiving,
    Merry Christmas)
    
    

• Dynamic Perfect Answer – Many call centers use Perfect Answer to prerecord the answer greeting that a caller hears when an operator answers a call for a client. Perfect Answer has been expanded to allow recording multiple Perfect Answer greetings per client. This allows the greeting to be customized based on the time of day and whether the day is a holiday.
  

• Expanded Bulletin Board – The Bulletin Board provides supervisors with a tool to provide important information to all operators. Operators see the Bulletin Board when they first log in and they can also see the Bulletin Board in the High Resolution area of the Infinity Telephone Agent.
  

• Automatic Operator Setup Updates – Many call centers run into situations where it would be helpful to change the flow of calls to meet changing needs throughout a day. Infinity Software Version 5.4 allows supervisors to update operator setup, such as group assignments, on-the-fly. The setup changes will be posted to the operators immediately, without requiring the operator to logout and log back in. This allows a supervisor to dynamically adjust call distribution patterns at any time.
  

• Client List – Operators very often fetch accounts or change from one account to another to complete a call. Accounts can be placed in a directory to help the operators locate the account they are looking for, but very often operators need to rely on their memory to remember what account number to fetch for a certain client. The Client List provides operators with a list of clients they can select from when fetching or changing accounts. It eliminates the need for operators to remember client numbers.
  

• And much more – Of course, the list doesn’t stop there. AMTELCO continues to develop new features specifically designed to make call centers even more profitable!

For more information on the Infinity system, call (800)356-9148, or e-mail info@amtelco.com.