Solutions

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.

Features:

  • 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.

Features:

  • 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.

Features:

  • 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

Products

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

Integrations

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…

Company

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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About Infinity

Infinity partners

Our trusted partners help us supply the highest level of industry expertise & cutting-edge dialogue management solutions.

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Infinity partners

Infinity’s newsroom

Check out the latest announcements and articles about Infinity.

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Infinity's newsroom

Careers at Infinity

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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Careers at Infinity

Get in touch with Infinity

With customers across three continents, there’s a high chance that we speak your language.

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Get in touch with Infinity

Helping the FDNY to optimise resources
and save lives

Modernising FDNY’s 9-1-1 Digital Technology System to optimise resources, save time and save lives

The background

In 2016, the Fire Department of the City of New York (FDNY), the largest fire department in the United States and the second largest in the world, sought the expertise of Infinity CCS to design a solution to help enhance and optimize response times for its 1.4 million emergency calls a year. 

The challenges and requirements

FDNY was reliant on an old triage system, established in the 1980s, that required dispatchers to follow a paper-based system to determine how critical each medical call was in order to dispatch the correct ambulance.

Instead they wanted to introduce a flexible, intelligent triage system that would deliver powerful data insights to aid continuous improvement. They realized that computerized 9-1-1 system would improve response times, data tracking and dispatch training, as well as accuracy of dispatching the correct resources for each call type.

 

The solution

Infinity CCS was able to exploit their 20+ years’ experience designing world-class technology for contact centers to engineer a solution that meets the needs of the FDNY.  Computerizing the FDNY’s 9-1-1 systems has meant improvements in accuracy and speed of response as well as unformity of response amongst call-takers.

 

The software is able to collate the answers to the questions call-takers ask and compile all that data. “We identified some questions that were creating inefficiencies. We were asking questions that weren’t critical. We were able to say, ‘Let’s ask a more important question first,’ so we can speed up our ability to triage, make a determination of the type of patient we have, and send the correct resources,” said Commissioner Thomson .

 

Integration with FDNY’s CAD systems gets the right emergency resource on the road as quickly as possible and ensures first responders have the correct information every time. 

 

This software is efficient and fast and allows our efficiency and accuracy to go hand in hand,” said Chief Napoli. “I already have seen that this product is saving lives. This software has made it easier so that our ARDs don’t have to remember what the next step is, what they have to do and where they need to go.”

 

Highlights

  • Faster response times
  • Improved dispatch accuracy
  • Reduced call processing times
  • Entirely configurable system
  • Automated manual processes
  • Gathering end to end data on all calls
  • Uniformity amongst all call-takers
  • Significant operational efficiency gains

 

FDNY quote from Edward Nolan

Download the extended pdf case
study below to find out more.

FDNY case study