Built for contact centres and BPOs

Infinity CIM provides agents with a single user interface they can use to manage customer interactions on any channel, and even entire customer journeys.


  • Single User Interface for Agents
  • CCaaS and CRM Integration
  • Customer Interaction Journeys
  • Analytics and Reporting
  • Decision Engine and Next Best Action
  • Low code Flow designer

Built for police, fire & medical emergency response centres

Infinity ERM provides calltakers and dispatchers in emergency centres with a single user interface that guides them through every call using IAED Protocols to arrive quickly at a properly coded dispacth solution with accompanying PAI / PDI information.


  • Single User Interface for Dispatchers
  • Case Entry and Key Questioning with IAED Protocols
  • Dispatchers Guidance and Dispatch Codes
  • CAD Integration and PAI / PDI Generation
  • Analytics, Reporting and QA Management
  • AI Training & Simulation

Built for healthcare organisations & contact centres

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.


  • Single User Interface for contact centre advisors and receptionists
  • Integrates and fronts underlying systems
  • Case entry and case management system with booking
  • Build patient interaction workflows that guide advisors through interactions
  • Omnichannel orchestration and automation
  • Decision Engine and Next best Action
  • No/low code workflow designer
  • Analytics, reporting and QA management
  • AI Training & Simulation


Workflow software for interaction management

Supercharge your programs with Infinity’s range of interaction management products. Build flows that guide frontline staff through interactions more quickly and efficiently across all channels. To explore how our products can deliver the right solution for your operation, please use the options on your left to browse through the various product sets.

Infinity Interaction Designer

Low-code software enabling non-technical users to build and deploy interaction workflows, scripts and screens that integrate with your enterprise and contact centre software stack.

Features include:

  • Web-based software, no installation
  • Simple integration with your stack via standard APIs
  • Low-code interface for non-technical users, advanced options for coders
  • Build reusable forms, screens, scripts, triggers, logic blocks and more
  • Chain these together to create interaction workflows and entire customer journeys
  • Publish to the web or run them inside your CRM or contact centre platform

Infinity Interaction Engine

Enable frontline staff to focus on interacting with customers and users, not systems. Run interaction workflows, scripts and screens in a browser, or right inside your CRM or agent desktop, to give staff a single user interface to all your underlying systems. No more searching for information or screen-switching improves the customer experience, reduces costs, and improves outcomes.

Features include:

  • Single User Interface for all frontline staff
  • Deploy workflows, scripts and screens to guide staff through interactions
  • Allow staff to read and update data from underlying systems from inside workflows
  • Present them with relevant customer data, knowledge and next-best-action prompts
  • Reduce wrap time by automating follow-up processes
  • Record all interaction data for analysis, BI and continuous improvement.

Infinity Interaction Analytics

Record all interactions, including voice, data inputs, keystrokes, and mouse clicks. Use Infinity’s powerful tools, including conversational analytics and customised reporting, to uncover insights that enable continuous improvement.

Features include:

  • Customisable Reports
  • Report scheduling
  • Report Alerts
  • Dashboards by Pages
  • Secure Access

Infinity Knowledge Base

Infinity Knowledge Base is a shortcut that allows all frontline staff quick and intuitive access to the most relevant information for the interaction they are handling.

Features include:

  • Reduce AHT and training time by presenting knowledge information right inside an agent’s current interaction workflow
  • Context-sensitive knowledge shortens the time it takes agents to find answers
  • Be more consistent and accurate by ensuring staff access up-to-date information
  • Reduce attrition by providing agents with tools that improve the employee experience
  • Get feedback to enrich your knowledge base

Infinity Interaction Simulator

Interaction Simulator is an AI-powered training platform that is integrated directly into Infinity’s software. The software creates realistic customer interactions based on your real historical data, and presents them to staff in the workflows they use to take real calls. knowledge, as well as practice using their Infinity interaction workflows.

Features include:

  • Integrates with Infinity, your CRM and contact centre platform
  • Simulates realistic calls to frontline staff for training
  • Uses text-to-speech to make life-like calls and express a range of emotions
  • Allows staff to access training and practice their skills at any time
  • Calls can be recorded and scored automatically


Infinity can be integrated with almost anything via standard APIs that you can call in your workflows. You can also run Infinity inside most popular CRMs and contact centre platforms, or just in a browser.

Features include:

  • API integrations allow you to call on any data source or underlying system from your stack
  • Integration with shared services and external services extends functionality
  • Run Infinity workflows right inside CRM solutions like Salesforce or Dynamics
  • Run Infinity workflow right inside agent desktops from contact centre platform vendors including Genesys, NICE CX One, Callmedia, etc…


Infinity is the leading provider of interaction management software

Infinity’s interaction management software lets you build low code flows that present frontline staff with everything they need in one window to deliver the right response every time.

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Infinity personnel comprise software designers and engineers, project managers, professional service consultants, salespeople, marketeers and administrators. Join the team and shape the future…

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Anyone in the business of performance improvement, whether in commerce, sport, finance, or science, must start with measurement. Hard numbers are ultimately what your senior managers, board members and shareholders will look at to determine your success or failure – so you had better be able to provide them.

Fortunately, modern analytics solutions are available, turning all the information in the many systems and databases into measurable and actionable data.At the same time, investing in analytics gives a double whammy to efficiency. Firstly, the insight gained can be used to improve performance; and secondly, the admin time taken to produce these kinds of reports is hugely reduced, which allows managers and leaders to instead spend their time learning from the data.

Creating your data estate

The first order of business is to make sure you have a single view of your business and of each customer. This means finding all the data that exists throughout your business and bringing it together.It is not enough to just focus on the structured data in your business, such as records of customer transactions and interactions. While these do need to be linked up in some way if they reside in separate systems, there is far more information locked up in your unstructured data.It is estimated that 80% of all business data is unstructured, which generally refers to information that doesn’t fit a pre-defined data model or is not organised in pre-defined manner. Unstructured data is typically text heavy, image or sound based and often contains a mixture of numbers and facts. It includes things like website visitor meta-data, ad-hoc customer comments and call recordings.Your analytics suite should be able to derive information from unstructured data by applying metadata tags. Applying tags turns your information into data and allows you to group and categorize this new data so it can be analysed and evaluated. Software can also use smart algorithms or tools such as Regular Expressions to comb unstructured documents for specific types of data and extract that information automatically.Combining structured, semi-structured and unstructured data provides you with a complete view of your organisation’s data estate.

Visualising your data for insight

Once you have done that, you need to be able to collate, analyse, interrogate and visualise all that data, in as near real-time as possible, in order to uncover connections that have previously been hidden.Today’s analytics suites do all the tagging, number crunching, and analysis before you even make a query. Their sophistication varies, but most should have a fair number of standard report types that you can customise and run without needing to call IT. That’s because your operational and management teams need to be able to ask whatever questions they want without being limited by the analytics suite.Self-service analytics allows your managers to go far beyond customising reports and create all kinds of charts and other visualisations to tease out connections and correlations between different pieces of data. The ability to deep dive into a data set is also crucial as the answer will likely not be visible at the top level and will instead need cross-checking with other sources.Even in environments where many applications the business uses may be SaaS or cloud-hosted – and the data in these systems effectively ring-fenced – new self-service technologies are emerging such as Data Preparation (or Data Wrangling), Search-driven BI, Smart Data Discovery and Prescriptive Analytics tools that allow users to extract, cross-reference, and run reports on the data they need.Self-service analytics tools served by an enterprise-wide warehouse of meta-tagged data allows users to get the insight they need while enabling to IT to retain control over infrastructure, data governance, and security.

Better operational efficiency

While the contact centre, being the hub for many transactions, is an increasingly rich source of insight for the whole business, the analytics suite is also an important tool for improving performance and efficiency.In terms of time and cost saving, our own analytics suite is used by a bank to produce reports in 30 minutes that previously took a third-party company anywhere from two weeks to a month to create. A charity in the UK saves 3 days a month which dramatically speeds up time to insight, while a healthcare company saves an estimated half a million pounds a year.In terms of managing contact centre operations, if you want to be able to do things like seamlessly manage interactions across multiple channels, route customers to exactly the right team or person, proactively engage customers to head off potential issues, personalise offers, and predict call volume patterns, then you’re going to need a modern self-service analytics suite.Read the published article here