InfoCision

InfoCision is a customer care and call center solution provided by InfoCision Management Corporation. According to the vendor, InfoCision offers tailored services for both nonprofit and commercial enterprises. It caters to a wide range of company sizes, from small businesses to large enterprises. This versatile product is utilized by various professionals and industries, including contact center managers, customer service managers, fundraising managers, sales managers, marketing managers, nonprofit organizations, commercial enterprises, cable and internet service providers, mobile wireless service providers, and consumer product companies.

Key Features

ID Callers Faster and Improve Contact Center Efficiency: According to the vendor, Gofer ID is an InfoCision feature that allows agents to instantly retrieve caller information through a reverse lookup system. This feature pre-fills agent screens with accurate caller names and addresses, aiming to eliminate spelling mistakes and maximize efficiency. The vendor claims that Gofer ID can help reduce call handle times by 22% and improve customer service quality.

The Dynamic Call Routing Platform for Your Business: InfoCision's InfoRoute is a dynamic call routing platform that efficiently directs incoming calls to the most suitable call center agents. The vendor states that this feature offers advanced call routing options such as time-based routing, percentage-based allocation, IVR prompts, and API data lookup. InfoRoute aims to ensure targeted call routing, reaching the ideal locations and skilled agents for optimal performance.

The Power of Data-Driven Marketing: The vendor claims that InfoCision's Business Analytics services enable businesses to reach their desired customers at the moment they are most likely to buy. This feature includes customer profiling, predictive modeling, customer mapping, and data enhancement/list development. Customer profiling helps businesses understand their audience by building profiles based on demographic, geographic, and psychographic characteristics. Predictive modeling aims to identify people most likely to respond to marketing efforts, allowing businesses to adjust strategies and reduce costs.

Simulated Call Center Training Makes Real-Life Perfection: InfoCision's ACE simulator provides simulation-based training for contact center agents to handle various customer scenarios. According to the vendor, this feature offers an immersive, hands-on experience where agents actively engage in lifelike scenarios to gain practical expertise. The ACE simulator aims to provide instant feedback and guidance to agents, helping them identify areas for improvement and refine their skills.

Elevate Customer Satisfaction with Data-Driven CSAT Scoring: The vendor claims that InfoCision's CSAT scoring process empowers businesses to unlock insights and drive improvements in customer satisfaction. This feature provides instant feedback and recognition to agents based on customer-generated satisfaction scores. According to the vendor, CSAT scoring allows businesses to identify areas of improvement and provide targeted coaching to enhance agent performance.

Call Center Training Experience that Drives Results: InfoCision offers call center training programs that aim to drive returns on investment and improve agent performance. This feature includes interactive, right-sized learning with simulated try-me scenarios, quizzes, and gamification. According to the vendor, InfoCision's training programs can be customized to fit specific learning and development needs, providing tailored solutions.

Engage Customers Across Channels and Platforms: InfoCision's Omni solution aims to enable businesses to engage customers seamlessly across various channels and platforms. This feature offers multi-channel efficiency, aiming to ensure consistent engagement and communication. The vendor states that Omni seamlessly blends with existing systems for a holistic view of the customer.

Engage Customers Faster via SMS: InfoCision's SMS solutions harness the power of text messaging to drive immediate engagement and create urgency. According to the vendor, this feature boasts an average open rate of 97% and 90% of messages viewed within the first five minutes. The vendor claims that SMS contact center services can significantly cut cost-per-lead and offer personalized outreach to customers.