Infinity CCS QA

Infinity CCS QA is a contact center QA solution that unifies voice and digital channels, capturing all interactions for evaluators. Supervisors can build dynamic QA forms with branching questions. Infinity’s analytics highlight top agent performers and areas needing coaching. The system also uses speech-to-text on voice recordings for faster search. A collaboration tool allows QA teams to discuss borderline cases. By focusing on dynamic forms and multi-channel alignment, Infinity CCS QA suits centers wanting a flexible approach to agent evaluation and improvement.