Customer Interaction Management software for Contact Centres

Omnichannel customer interaction and journey management workflow software that helps your agents get it right every time

Customer Interaction Management software for Contact Centres
With Infinity workflows your agents can interact with customers, as well as all your data and systems, from a single interface that guides them through every conversation, across all channels.

No more application switching, redundant data entry, or searching for information – agents complement their own skills with intelligent workflows and context-sensitive AI prompts to give each customer the best and quickest response.

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Our technology is trusted by many recognised brands:

Built for contact centres and BPOs

Infinity enables agents to solve customers’ problems more quickly and deliver the perfect CX for your brand, or – for BPOs – your clients’ brands. Infinity gives you the power to …

Build a single, user-friendly front-end for agents to speed up response

Provide agents with a single user interface they can use to manage customer interactions on any channel, and even entire customer journeys – with access to all your systems and data from one place to speed up response.

Prompt agents to the next best action to get better customer outcomes

Infinity can analyse interactions as they are occurring and present agents with the Next Best Action or most relevant information – and then pop the appropriate workflow on screen.

Guide agents through interactions by creating intelligent branching script flows

With Infinity you can build agent scripts and customer journeys that integrate with your CCaaS, CRM and other systems – enabling agents to access information and capture customer data in a single interface.

Analyse and improve performance across the board

As everything happens via Infinity rather independently in multiple systems, all interaction data can be stored and analysed – armed with this you can understand customers and personalise your response, improve processes and workflows, and identify QA gaps, compliance issues and training needs.

Features

Single User Interface for Agents

Single User Interface for Agents

CCaaS and CRM Integration

CCaaS and CRM Integration

Customer Interaction & Journey Workflows

Customer Interactions and Journey Flows

Omnichannel Orchestration and Automation

Omnichannel Orchestration and Automation

Decision Engine and Next Best Action

Decision Engine and Next Best Action

No / Low Code Workflow Designer

Low Code Flow Designer

Analytics & Reporting

Analytics & Reporting

AI Training & Simulation

Training & Simulation

Agent Quality Management

Agent Quality Management

How does Infinity work?

Infinity leverages information it gets by monitoring dialogues in real-time.

It then applies context from the business logic and process you build.

Combines that with knowledge it finds in your CRM and other databases.

Finally it makes decisions which it presents to your agents as next best actions.

And presents them with the appropriate interface to complete the chosen action.

Save

and serve

better with Infinity.

20+

years of experience

7 million

worldwide users

8 billion

calls facilitated annually

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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 dialogue management software

Infinity's dialogue 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

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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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Get in touch with Infinity

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