Customer Interaction Management software for Contact Centres
Omnichannel customer interaction and journey management workflow software that helps your agents get it right every time
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.
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
CCaaS and CRM Integration
Customer Interactions and Journey Flows
Omnichannel Orchestration and Automation
Decision Engine and Next Best Action
Low Code Flow Designer
Analytics & Reporting
Training & Simulation
Agent Quality Management
How does Infinity work?
Data is collected in real-time during agents' interactions with callers.
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.
Success stories
Our interaction management technology has been trusted for over 25 years by many recognised brands across a variety of industries
Save
and serve
better with Infinity.
20+
years of experience
7 million
worldwide users
8 billion
calls facilitated annually
