Infinity Connections BPO was growing fast — across sales campaigns, client accounts, and countries. But their legacy phone setup couldn’t keep up. Lack of visibility, unreliable metrics, and disconnected systems made it hard to manage agent performance or scale into new markets. With CloudTalk, the company overhauled its outbound engine and laid the foundation for smart, scalable global operations.
About Infinity Connections
Infinity Connections BPO, part of the Infinity Life Group, delivers full-service outsourcing solutions — from customer support and sales assistance to collections and logistics.
Headquartered in the United States, with active operations in Colombia and Spain, the company is known for running lean, high-performance teams across borders.
Now planning an expansion into Mexico, the team needed a voice platform that could match their ambition: fast, flexible, and built for BPO performance at scale.
We spoke with Andrés Quintero, Director of Processes, to learn how CloudTalk became a critical part of their operational transformation and international expansion.
Problem
Poor Call Visibility and Disconnected Metrics
Prior to CloudTalk, Infinity Connections relied on a phone system that couldn’t deliver reliable insights into call operations. Calls frequently went unlogged or appeared in reports as empty, and the team lacked visibility into what was actually happening on the ground.
Our main challenge was not being able to measure operations clearly. There were serious gaps in the metrics.
This lack of visibility made it difficult for supervisors to manage performance in real time, and nearly impossible for Andrés to assess whether agents were connecting with customers — a major obstacle for any BPO operation.
Some calls weren’t even registered, or showed up as empty — so we didn’t know if agents were actually talking to clients or not. It made it difficult to act on performance issues.
Evaluation
Looking for Clarity, Scale, and a Real Partner
When Infinity Connections began exploring a better telephony solution, CloudTalk stood out for its strong feature set, international reach, and ease of use for frontline agents. It also offered something that previous tools lacked: true operational clarity.
Several providers approached us, but CloudTalk offered competitive pricing, personalized support, and a user-friendly interface — especially for our agents.
The company also needed a partner that could support regional expansion, especially into Mexico, where telecom infrastructure, pricing, and regulations can vary dramatically. CloudTalk’s local presence and flexibility made it the right fit.
Solution
Real-Time Supervision and Reliable Reporting
Since launching CloudTalk, Infinity has introduced real-time analytics that allow supervisors to track agent availability, engagement, and queue status live. Andrés now uses historical data to review campaign performance and adapt strategy accordingly.
We use real-time data to make sure agents are active and handling calls. I also use historical analytics to evaluate past performance and adjust our campaigns and criteria accordingly.
This has significantly improved both responsiveness and accountability across the team.
Boosting Outbound Efficiency with Power Dialer
With a Power Dialer now in place, outbound campaigns move faster, with less idle time between calls and more touches per rep.
The Power Dialer is essential as it allows us to contact more clients, faster. It’s helped us significantly increase our outbound efficiency and number of calls per agent.
While metrics are still being finalized, early results show clear gains in contact rates and faster resolution times.
Better Client Continuity with Call Recordings
CloudTalk’s call recording feature has proven essential for maintaining continuity across client interactions, especially important for long-term BPO engagements and handoffs between departments.
Being able to access call recordings and work within the same client record has helped us provide better follow-through and consistency with our clients.
This ensures that client information is never lost between agents, helping maintain service quality and trust.
CRM Integration and Workflow Optimization
Infinity is integrating CloudTalk with its internal CRM to enable full visibility into agent status, such as whether they’re online, in a call, or unavailable, all without leaving the system. This improves supervisor oversight and simplifies team coordination.
We’re integrating CloudTalk call statuses directly into our CRM, so we can see agent availability at a glance. That kind of visibility saves time and improves oversight.
Call recordings are also synced to CRM profiles, ensuring client context is always at hand.
Results
Supporting Global Growth and Flexibility for Evolving Use Cases
Infinity Connections is currently preparing to launch operations in Mexico. CloudTalk has helped guide the process by offering reliable pricing benchmarks and regulatory insights, allowing the team to plan confidently.
CloudTalk helped us understand the regulations and connectivity landscape in Mexico, just like it did when we expanded into Spain. It’s helped us adjust faster and smarter.
Having a voice platform already operational in the region gave Infinity a significant head start in its expansion strategy. As Infinity Connections BPO continues to grow, it’s expanding the ways it uses CloudTalk — not only for support but also for commercial campaigns and collections. Andrés appreciates the platform’s adaptability and CloudTalk’s willingness to collaborate on new workflows.
CloudTalk is great for customer service. For commercial or collections workflows, we’re working with the team to adapt features. That flexibility is important to us.
Takeaway
With global operations synced, data unlocked, and outbound engines running smoothly, Infinity Connections is scaling confidently into its next phase of growth — and CloudTalk is right there with them.
We want to grow hand-in-hand with CloudTalk, just like we help our clients grow.
