List of Infinity Conversation Analytics Customers
Redhill, RH2 9AQ,
United Kingdom
Since 2010, our global team of researchers has been studying Infinity Conversation Analytics customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Infinity Conversation Analytics for Customer Analytics from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Infinity Conversation Analytics for Customer Analytics include: Specsavers United Kingdom, a United Kingdom based Healthcare organisation with 46283 employees and revenues of $5.06 billion, Shell Energy, a United Kingdom based Utilities organisation with 2000 employees and revenues of $1.33 billion and many others.
Contact us if you need a completed and verified list of companies using Infinity Conversation Analytics, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Infinity Conversation Analytics customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Shell Energy | Utilities | 2000 | $1.3B | United Kingdom | Infinity Tracking | Infinity Conversation Analytics | Customer Analytics | 2020 | n/a |
In 2020, Shell Energy deployed Infinity Conversation Analytics as a Customer Analytics solution to instrument and analyze customer interactions across web and contact center channels. Infinity Conversation Analytics was positioned to support customer service and marketing analytics use cases, linking conversational transcripts to web session behavior for routing, categorization, and reporting.
The implementation configured core Customer Analytics capabilities including conversation capture, automated transcription, topic classification, sentiment scoring, interaction tagging, and dashboard reporting. Deployment emphasized session stitching and identifier-based linkage, with Infinity Conversation Analytics configured to consume Shell Energy s customer_id cookie for cross-channel session correlation and segmentation.
Integrations were implemented with the existing marketing and analytics ecosystem named in Shell Energy s cookie policy, including Infinity platform components and third-party technologies used for measurement and advertising such as Google Analytics, Adobe Experience Platform, FullStory, Salesforce Interaction Studio, and advertiser networks listed in the cookie disclosures. Tag and pixel feeds from advertising partners including AppNexus, AdsWizz, Adform, Facebook, Google, Twitter, AWIN, SalesCycle, Youtube and Microsoft Advertising were preserved for measurement and re-marketing workflows, enabling conversation records to be joined with aggregated web and ad data where consent permitted.
Governance and rollout adhered to Shell Energy s cookie consent model, respecting first-party and third-party cookie settings, session and persistent cookie behavior, and user opt-out controls exposed through the cookie preferences. The deployment explicitly used the customer_id cookie to manage collection, storage, segmentation and privacy preferences across marketing and support functions, aligning Infinity Conversation Analytics with Shell Energy s documented cookie handling and tag management processes.
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Specsavers United Kingdom | Healthcare | 46283 | $5.1B | United Kingdom | Infinity Tracking | Infinity Conversation Analytics | Customer Analytics | 2020 | n/a |
In 2020, Specsavers United Kingdom implemented Infinity Conversation Analytics as part of a Customer Analytics initiative to close offline call conversion blind spots and connect appointment calls to marketing activity. The deployment targeted appointment booking calls across the Specsavers UK store network, capturing call data to attribute outcomes to campaigns, channels and keywords rather than relying solely on call volumes.
Infinity Conversation Analytics was configured to automatically identify booking goals on calls, using keyword spotting and configured keyword groups to surface call drivers, customer intents and friction points. The implementation combined automated outcome detection with conversation analytics capabilities, including call capture and transcription based analysis, to expose what was discussed on calls and to enable outcome based optimisation of paid media messaging.
The solution used one of Infinity’s 45 out of the box integrations to push conversion data directly into Search Ads 360, enabling paid search workflows to ingest call conversions. Specsavers engaged MG OMD to recommend the platform, and Infinity’s Insights & Intelligence team completed a three week setup, then analysed over 150,000 calls to uncover service awareness gaps. Analysis revealed limited awareness of domiciliary services and informed refined messaging and targeting for home visit services.
Governance and ongoing operations were formalised through monthly reviews with Infinity’s Insights & Intelligence team to share findings, iterate keyword spotting rules, and to support rollout of Conversation Analytics to additional stores. Outcomes reported by Specsavers United Kingdom include a 20.5 percent increase in the rate of calls regarding domiciliary bookings following collateral and campaign changes, and in the first three months of 2022 a 32 percent reduction in CPA, a 59 percent boost in the rate of PPC visits that led to calls, and a 25 percent increase in home visit booking calls from PPC.
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