My account manager, Joe, and the team are very knowledgeable, as well as friendly and supportive whenever we have questions. Over the last few years, we’ve been optimising and improving our processes using the Infinity platform, not only from a marketing perspective, but across sales and aftersales as well. It forms part of our reporting progress and further to that helps the team understand what our customers call for, what they want, and how we're helping them. It helps identify gaps so we can work on fixing these where possible and giving our customers an overall better customer experience. Review collected by and hosted on G2.com.

It can be quite technical at times, and it takes time to organise recharges for our accounts department. However, this isn’t an issue with the platform itself, and Joe is looking into ways to make the process more efficient and easier for me. Review collected by and hosted on G2.com.

The visibility it gives us into the customer experience. Being able to analyse conversations at scale has helped us better understand customer needs, validate assumptions with real evidence and identify actions that improve both marketing performance and customer outcomes. It's become an invaluable tool for making data-driven decisions and demonstrating the impact of our activity.

Our Customer Success team are fantastic - they're highly knowledgeable, proactive and collaborative, always helping us get the most from the platform and turn insights into meaningful action. Review collected by and hosted on G2.com.

Infinity provides powerful analytics capabilities, but I'd like to see further enhancements to portal usability and responsiveness, particularly when analysing larger volumes of data. Improving load speeds and navigation would make it even easier to extract insights quickly and efficiently. Review collected by and hosted on G2.com.

We get what we need, when we need it. We’ve been using Infinity for nearly nine years, and the service has been consistently solid. Support is outstanding, and the future roadmap looks genuinely exciting. Review collected by and hosted on G2.com.

The reporting could be improved, and I’d really like to see an AI agent built in so we can query the data whenever we need to, in whatever way makes sense at the time. Review collected by and hosted on G2.com.

I've been using Infinity call tracking for over eight years and it provides an amazing amount of insight that our marketing department could not do without. Their customer service and support functions are also excellent! Review collected by and hosted on G2.com.

I can't think of any downsides with working with Infinity Review collected by and hosted on G2.com.

We use Infinity to track all bookings originating from our digital channels, giving us a clearer, more accurate view of our digital acquisition efforts. We then feed the resulting data and learnings back into GA4 to help optimise our campaigns and improve ongoing performance. We have also started using Infinity static numbers to ensure we get a complete picture of where our bookings are coming from. Review collected by and hosted on G2.com.

There is nothing I currently dislike about the platform Review collected by and hosted on G2.com.

The most helpful part is the data it provides, which lets us make informed business decisions based on real customer interactions. It supports both our marketing efforts and our in-centre decisions. Review collected by and hosted on G2.com.

Missing data, this is where it falls down from a trust perspective. It hampers wider adoption from teams with less understanding Review collected by and hosted on G2.com.

Being able to track revenue end-to-end from our digital (and offline) marketing activity. The Customer Success team are very proactive and personable, working together feels like teamwork and not a typical client/agency relationship. Review collected by and hosted on G2.com.

It can be complex to understand the terminology and set-up but there is training support in place to help with this. Review collected by and hosted on G2.com.

It provides great insight into how our customers are contacting us and where they’re coming from, and it’s also been straightforward to link it with some of our own internal intent data. Review collected by and hosted on G2.com.

It would be good to see opportunities in the future to track customer contact via Infinity beyond telephony, such as through messaging. As we move further into the digital age, more and more of our customer contact is naturally shifting away from voice and toward digital channels. Review collected by and hosted on G2.com.

Using this tracking service has been extremely helpful for our business, as it helps us understand which campaigns or channels generate more calls. Review collected by and hosted on G2.com.

It would be useful to drill down channels into an additional layer of site or page locations. This will give greater insights on which web pages need more UX work so customers can transact online instead of calling Review collected by and hosted on G2.com.

Ease of integrating into analytics and ad platforms Review collected by and hosted on G2.com.

The hub is clunky / slightly outdated, and with the current limited API capabilities, it makes extracting the data we would like harder than we would like. Albeit I hear this is due to change. Review collected by and hosted on G2.com.