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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Like flying cars and hoverboards, we were told chatbots would be everywhere by now. As voice still accounts for the majority of customer interactions Nick Ray, VP Products at Infinity CCS, separates the reality from the hype.

For the last five years, technology vendors have been hyping up artificial intelligence. In some areas of business, it is true that algorithms are taking over. In sectors including financial services, online streaming, music distribution, retail and e-commerce, AI is helping to make products and services better for customers and more profitable for sellers and providers.

Where automation is having less of an impact is on business functions and job roles that feature human interactions. This includes the customer service and contact centre sector, despite the promise of chatbots and other self-service technologies.

Hype vs reality

In 2011, Gartner predicted that by 2020 up to 85% of customer interactions would be managed with no human involvement. They weren’t just talking about chatbots, but included online shopping, automated check outs, FAQs and other forms of self-service. With just over a year to go until the turn of the decade, it still seems a bold forecast.

More recently, in February 2018, the same analysts made another prediction: that 25% of customer service operations would integrate virtual customer assistant (VCA) and chatbot technology by 2020. That would be up from just 2% in 2017.

There is no doubt that any number of companies are using VCAs and chatbots, and in some innovative ways. Autodesk reportedly cut resolution times for tier 1 technical support enquiries from 38 hours to just 5 minutes using IBM’s Watson Conversation platform. For now, however, success stories like this are few and far between.

While around half of organisations claim to have invested in VCA technology, only a small fraction have deployed programmes in any meaningful way that is integrated with the rest of the customer contact suite or at scale.

Gimmicks like being able to order a pizza in a chat-like interface on Messenger do not make for a customer experience revolution.

What’s the problem?

In areas such as product recommendations, data analytics and cybersecurity, AI is having a transformational effect. What these fields have in common is the availability of lots of structured data, and machine intelligence is a lot better than human intelligence at doing deep analysis on this kind of information.

Human interactions are a completely different paradigm. Customer experience teams and contact centres have lots of data, but beyond transactional data it’s mostly ad-hoc and unstructured, which means cataloguing it and making links between it to tease out trends and knowledge is much more difficult.

It is their limited ability to work with unstructured data, and the remaining imperfections in speech recognition and natural language processing software, that holds VCAs and chatbots back from being able to truly understand the complexities of human interactions.

Therefore, chatbots are mostly used to give pre-programmed replies when customers raise specific issues. Anything that goes beyond that remit gets escalated to a human representative.

Meanwhile, there are huge gains to be had elsewhere

As chatbots get better and we use them more, they are likely to become culturally accepted and even expected. For now, however, a Hubspot study found that 57% of people would rather get help from a real person than an AI.

Fortunately, digital customer experience is not all about chatbots. It’s about using digital technologies and channels to attract and service customers anywhere in the digital world as quickly and efficiently as possible.

Ironically AI tools like automated sentiment analysis and speech analytics – which help understand customers’ emotions and subsequent behaviour based on their tone of voice and language used – are now seeing heavy adoption in contact centres and may have a greater impact on the bottom line than chatbots, at least in the short term.

Giving contact centre agents the right tools has the biggest impact

To deliver what customers want, it is important that the appropriate technology system, business process and customer transaction data are all available to an agent (or automated system) at the right time during a customer interaction.

Most processes can be broken down into simple steps, which means that with the right software, agents can be guided through these steps in a flexible manner. Instead of logging in to multiple systems, all the information and input screens the agent needs are presented to them in a single user interface.

This type of robust workflow results in faster, more accurate customer interactions, less hold time, fewer call backs, and no need to transfer customers between different teams.

In our experience companies deploying workflow solutions in their contact centres on average see a 20% boost in productivity.

Read the published article here.