State-of-the-art technology
Take your business solutions to the next level

Creating the perfect customer experience requires more than just great Communicators – a sophisticated team of information technology professionals as well as the most innovative software, hardware and systems must come together behind the scenes for a successful program.

Since it was founded in 1982, InfoCision has understood the value of call center technology, and we have consistently offered cutting-edge services that increase our clients’ return on investment. Here are just a few of the capabilities that make our programs successful.

• I3 Customer Interaction Center
  Acting as a virtual call center, our Customer Interaction Center is an all-in-one telephony platform for inbound, outbound, blended and IVR solutions that gives our clients unlimited flexibility when it comes to call center capacity. We can staff an inbound program to the bare minimum level when a client has low call volume and instantly handle spikes during high call volume by linking Communicators from several call centers together to create one large virtual call center. Utilizing the same technology, we also have the ability to reach out beyond our brick-and-mortar call centers to our work-at-home Communicators.
  
  Our Customer Interaction Center also allows us to route calls to specific Communicators based on performance, skill and training, ensuring that the best person is utilized when a customer or donor calls. This, coupled with the ability to scale, allows us to maintain the lowest abandon rates while putting the best Communicators forward.
  
  
• Business Intelligence Group
  Comprised of strategic marketing experts and IT professionals, the Business Intelligence Group uses the InfoCision Consumer Database to provide actionable recommendations to improve your bottom line. With 110 million households and 40 million distinct phone numbers, this database allows us to offer demographic data overlays, best-time-to-call technology, profiles, predictive modeling and data enhancement.
  
  
• Inscription
  Coupled with reliable reporting, our proprietary scripting solution called Inscription ensures that our clients can see what is going on with their program and make changes instantly. This scripting tool features fast, reliable and flexible screens with customizable data fields that are embedded into the script text for a natural call flow with no awkward pauses.
  

Most importantly, our account teams can independently access and edit the scripts at any time, allowing our clients to make script changes “on the fly.”

• Specialized IT teams
  We employ more than 150 IT professionals, who are grouped in teams by client, which means that our partners are never in the dark when it comes to the technical aspects of their programs. Each client’s IT team is constantly looking for ways to improve its program and boost results.
  
  
• Digital audio recording
  We often say that our Communicators are the very best in the industry, but our clients don’t have to take our word for it – they can listen to any call at any time to verify this claim. We digitally record and archive every call and make them available to clients. These records are available to our clients at any time and are a great tool for training new Communicators. With our clients’ permission, we also make these records available to prospective clients.
  
  
• Custom reports and data analysis
  Perhaps the greatest advantage to doing business over the phone is the ability to receive instantaneous feedback and to constantly monitor results. We develop custom reports to help our clients analyze key performance metrics so that programs are constantly being improved.
  
  
• Multimedia contact solutions
  InfoCision is more than a call center company, we offer full-service marketing solutions to create programs with multiple touch-points. Our fully integrated multimedia solutions include bulk e-mail, fax and Web development.