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Infinity Contact Centre Software Successful Result of Management Buyout
 TMCnet Contributing Editor
The formation of a new contact center software company is the result of a management buyout. This new company, Infinity Contact Centre Software (CCS) is a start up, although the company already serves customers throughout Europe.
Infinity CCS ( News - Alert) is already in place across sites ranging from a six seat outbound call center, using only scripting, to a three thousand seat operation, using it to manage inbound and outbound customer contacts, including desktop scripting and timesheets.
The company’s software packages offer a range of modules designed to make operations simpler for both the contact center agent and their managers. It originated within one of the world’s largest, most successful, international contact center outsourcing operations, the Teleperformance Group, which is still a customer today.
With the success of having sold the software to various companies within the group, and with increasing demand for it from external businesses, a team of senior managers decided to ‘spin out’ to make the most of the opportunity.
In a growth market with a product that has been proven, the management team believed that it made sense to develop the product to meet the needs of the customer base it had already developed. As a result, organizations running their own contact centers now make up as much of the business as outsourced contact centers.
Managing Director Carl Adkins, who headed the management buyout, said in a statement: "We see a terrific future for the company and its software. The company couldn't have started from a better base, with existing happy customers being served by a team they know and trust, and with a bright, exciting future."
Infinity CCS boasts around 5000 seats across Europe of installed software and an estimated first year turnover of L1.1m, which the directors are driven to double over the next year. The company’s customers include AIG, Teleperformance, Carphone Warehouse and Simply Switch.
As contact centers are gaining in importance to the organization in the realization that customer interactions are vital to the long term success of the company, more and more contact centers are provided the resources to seek software solutions that can contribute to their strategic efforts of driving efficiency to deliver the best possible experience to the customer.
The result in the industry is the increased demand for robust contact center software solutions, designed to fit and address the everyday needs and challenges of the contact center. Infinity CCS found that their software solution was indeed meeting a need and the time was right to establish itself as an independent entity in the industry.
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