Unified inbox
Every channel in one queue with conversation history, sentiment tags and collision detection.
Product · Service & Support
Infilabs Customer Support Platform
One inbox for every customer conversation.
Omnichannel support across email, chat, voice, WhatsApp and social — with AI deflection, agent assist and unified customer context.
68%
First-contact resolution
↓ 52%
Average handling time
4.7/5
Customer satisfaction
Modules
What is inside the platform
Modules are licensed independently. Most clients start with two or three and expand as the first phase proves out.
AI deflection
Self-service assistant resolving common questions and gathering context before escalation.
Agent assist
Suggested replies, knowledge surfacing, live translation and post-call summary generation.
Voice & telephony
Cloud contact centre with IVR, call routing, recording, transcription and quality scoring.
Customer context
Order, subscription and CRM data alongside the conversation, without tab switching.
Quality & analytics
CSAT and NPS capture, conversation analytics, topic trends and agent coaching workflows.
Capabilities
Included as standard
- Email, chat, voice, WhatsApp, social, SMS
- Skill and language-based routing
- Macros, canned responses and playbooks
- Multi-brand and multi-region support
- Workforce scheduling and adherence
- Escalation and supervisor monitoring
- Knowledge base with AI search
- Complete conversation audit trail
- Real-time wallboards
- Open API and webhook events
Implementation
Getting Infilabs Customer Support Platform live
A predictable path. Most single-entity deployments complete in four to eight weeks depending on integration count.
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Fit workshop
One day mapping your process against the platform. Output is a configuration blueprint and an honest gap list.
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Sandbox with your data
A working environment loaded with a slice of your real data so evaluation is concrete rather than hypothetical.
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Configuration
Workflows, roles, forms, templates and integrations configured to the blueprint — with gaps built as extensions where justified.
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Data migration
Profiling, cleansing, dry runs and reconciliation reports signed off before any production load.
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Training & go-live
Role-based training, UAT, cutover runbook and hypercare staffing through the first cycle.
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Support & evolve
SLA-backed support, quarterly reviews, release upgrades and a documented enhancement path.
Services behind this platform
AI & Machine Learning
Production-grade generative AI, applied ML and autonomous agents — governed, evaluated and observable.
Enterprise Software Development
Custom platforms, CRM, ERP, HRMS and workflow systems engineered for the way your business actually operates.
Cloud Services
Migration, cloud-native engineering, Kubernetes, FinOps and resilience across AWS, Azure, Google Cloud, Oracle and IBM.
Related platforms
Product enquiry
See Infilabs Customer Support Platform with your own data
We will load a representative slice of your data into a sandbox so you can evaluate against your real process. No generic demo tenant.