Patient Interaction Management for Healthcare Providers

Handle patient communications across all channels from a single platform that integrates with all your other systems

Infinity PIM provides advisors and receptions in healthcare organisations with a single user interface that guides them through every patient interaction, whether they take place by phone, email, SMS or even face-to-face.

Integration with your patient management, booking, and medical systems means advisors can find everything in one place, dramatically reducing interaction times and admin.

Our technology is trusted by many recognised brands:

An end-to-end system for handling patient enquiries for hospitals, clinics and healthcare contact centres

Infinity is built on best-in-class workflow software that has been battle-hardened in hundreds of commercial contact centres as well as some of the world’s most demanding emergency response centres, including FDNY. Infinity gives you the power to …

Deliver the best patient experiences, comply with quality targets, and meet strict budget requirements

Forge closer and more valuable relationships with patients via telephone and other channels by providing software that can be completely customised and used to promote agent consistency, capture data and analyse it for continuous improvement, and reduce costs by eliminating wasteful processes.

Deploy a single, user-friendly front-end for advisors to speed up response

Provide advisors and receptionists with a single user interface that acts as a front-end to underlying systems, enabling them to find or create patient records, capture queries, and access workflows that guide them through processes – speeding up interactions, eliminating errors and reducing admin.

Guide agents through interactions by creating intelligent branching script flows

Use Infinity’s low code flow designer to build call guides that prompt advisors with the next question to ask or action to take based on the data already captured – every question for every type of call or process is pre-set, giving you complete control to create and alter workflows to respond to changing protocols or new situations.

Answer calls in a consistent way to improve accuracy

Processes are broken into simple steps and built into a workflow, which provides intelligent guidance during calls, prompting agents to ask questions and take actions based on the responses. This results in positive user experience, faster, more accurate patient interactions and less hold time. Workflows can be amended to improve efficiency and performance.

Make continuous improvements for better outcomes and efficiency

Get instant access to data collected during calls and turn it into valuable information. Creating and sharing reports is quick and easy, with full customisation to use corporate logos, fonts and colour schemes. Data can be collected at individual, team, and department level and reports can be drilled into by management to tease out operational insights.