List of Infinity Smart Match Customers
Redhill, RH2 9AQ,
United Kingdom
Since 2010, our global team of researchers has been studying Infinity Smart Match 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 Smart Match for Call Tracking and Recording 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 Smart Match for Call Tracking and Recording include: NFU Mutual, a United Kingdom based Insurance organisation with 4309 employees and revenues of $2.50 billion, NHS 111, a United Kingdom based Professional Services organisation with 3000 employees and revenues of $300.0 million and many others.
Contact us if you need a completed and verified list of companies using Infinity Smart Match, 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 Smart Match 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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NFU Mutual | Insurance | 4309 | $2.5B | United Kingdom | Infinity Tracking | Infinity Smart Match | Call Tracking and Recording | 2020 | n/a |
In 2020, NFU Mutual deployed Infinity Smart Match from Infinity Tracking to improve insight into inbound calls. Infinity Smart Match operates in the Call Tracking and Recording category and was applied to support marketing and contact centre functions where 40 minute phone conversations are central to the quoting process.
Infinity Smart Match was configured to assign outcomes to individual calls and calculate an estimated value per call, enabling classification of sales oriented calls versus other enquiry types. NFU Mutual and Infinity Tracking worked with partner K-Com to develop a Cisco Finesse app that presents agents with a set of predefined outcomes and prevents progression to the next call until an outcome has been logged, improving outcome capture from approximately 60 percent to over 90 percent.
The implementation integrated telephony data from Cisco Finesse into Infinity Smart Match, used ResponseTap API endpoints to transmit outcome data in real time, and forwarded attribution data to DoubleClick and Google Analytics for campaign-level analysis. Operational coverage focused on the contact centre in Glasgow and affected marketing, acquisition, contact centre operations and risk acceptance workflows.
Governance and workflow changes eliminated manual code entry and vocal post call reporting by enforcing outcome logging at the agent desktop, streamlining attribution and campaign optimisation processes. Reported results include matching over 90 percent of calls to outcomes, feeding accurate outcome data into the marketing tech stack, and pausing £50,000 of PPC keyword activity to reallocate spend toward keywords that generate positive outcomes, a change NFU Mutual cites as improving lead quality and lowering customer acquisition cost.
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NHS 111 | Professional Services | 3000 | $300M | United Kingdom | Infinity Tracking | Infinity Smart Match | Call Tracking and Recording | 2021 | n/a |
In 2021, NHS 111 deployed Infinity Smart Match from Infinity Tracking as part of its Call Tracking and Recording capability to support peak Covid vaccine booking activity in London between September 2021 and December 2021. The deployment was targeted at vaccine booking agents who handled high volumes of inbound calls for booking appointments, cancellations and vaccination queries, positioning Infinity Smart Match to support frontline call handling and appointment scheduling functions. The implementation emphasized core Call Tracking and Recording functionality, with configuration focused on call identification, session handling, call recording and smart matching to surface caller context for agents. Infinity Smart Match was configured to capture call recordings for quality review and to present contextual caller information to accelerate booking and cancellation workflows. Operationally the application coexisted with NICE on the agent desktop, agents operating Infinity Smart Match and NICE concurrently to complete bookings and manage schedules. Scope was concentrated on London call handler operations within the NHS 111 booking function, supporting customer service agents who managed high-volume inbound vaccine queries. Governance and process changes included scripted booking and cancellation procedures, agent coaching on empathetic engagement and recording-based quality assurance, with agent feedback and public responses cited as positive in operational notes. The deployment centered on providing integrated call context and recording capability to support appointment booking workflows during the vaccination programme.
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