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

Collect and analyse your interaction data for continuous improvement

Discover your data, improve business processes and spot opportunities

interaction analytics

When you use Infinity’s software to manage your interactions you bring together all your data and systems in one place. You can also 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.

Data is often contained in multiple, unconnected systems, which can be overwhelming for businesses and customers alike. Access to up-to-date, accurate data is essential for senior executives to make good strategic choices, for mid-level management to translate them operationally, and for front-line staff to carry them out.

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Our technology is trusted by many recognised brands:

Infinity Analytics is designed around 3 core principles

Speed: easy to use search engine like queries return results with speed and simplicity.

Flexibility: simple, user-friendly method of bringing data together, allowing reporting and analysis from a single point of access.

Usability: everybody can engage with Infinity Analytics, allowing people to make the right decisions at the right time.

Infinity Analytics

Features

Customisable Reports

Customisable reports

Generate and manipulate reporting data in a single, user-friendly interface. Analyse information and identify data that can then be drilled into for further analysis.

Report scheduling

Report scheduling

Schedule the distribution of single or multiple reports that can be sent as an email attachment or link. Reports can be rendered as a PDF, EXCEL or HTML with embedded images and text.

Report Alerts

Report Alerts

Trigger a notification to be sent when a particular event has occurred in a report. Notifications can be received without the user accessing the application, providing immediate information.

Dashboards by Pages

Dashboards by Pages

Position data anywhere on-screen in a variety of formats. Structure and group related data together to incorporate logos, pictures and text. Creating and saving new dashboards is quick and easy, with full customisation.

Secure Access

Secure Access

Industry-grade security controls including single sign-on, realm-based security and Windows Active Directory support.

Benefits

Single search engine

Data is compiled into a single search engine so you can retrieve and configure data quickly and easily

Single search engine

Easy access

Quick access to all data, improving business processes, identified performance gaps and new ways to win markets

Easy access

Intelligent presentation

Position data anywhere on-screen in a variety of formats. Structure and group related data together to incorporate logos, pictures and text. Creating and saving new dashboards is quick and easy, with full customisation.

Intelligent presentation

Intuitive interface

Reporting, analysis and the creation of dashboards is quick and easy, allowing people to make the right decisions at the right time

Intuitive interface

Infinity Analytics will allow you to improve three main areas of your business

1. Optimise resources, ensuring you meet cost-to-serve targets.

2. Better operational performance, ensuring you meet quality of service targets.

3. Enrich the customer experience, ensuring you meet sales, satisfaction and loyalty targets.