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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Any organisation which wants to remain competitive needs to use hardware, software and data to infuse itself, its employees, its products and services, and even its customers, with increased intelligence.

Your customers are demanding it. Your competitors are already doing it. But your contact centre infrastructure is not up to the task and you’re not in a position to rip and replace your existing technology.

So, how can you deliver the digital customer experience your customers (and board) are demanding by using what you already have?

The advantages of digital customer experience

Most companies only have a few means of differentiating themselves from the competition. Only very few have unique products and services, so for most, the parameters they have to play with are quality, price, and service.

In heavily commoditized or standardised markets such as energy, retail, and financial services, playing on price only leads to a race to the bottom that trashes margins. If products can’t be innovative or of a quality that allows for differentiation (and a premium price) then the way the company distributes its products and interacts with its customers must compensate.

According to CCW digital customer experience report, 63% of customers would pay more for the same product if it came with better service. Amazon built one of the world’s most valuable companies by turning this on its head and offering better (digital) service as well as lower prices.

In recent studies, such as Dimension Data’s Benchmarking Report, companies say they are struggling to deliver exceptional customer experience for several reasons including limited technology budgets, complex internal processes, lack of multi-channel, insufficient or incomplete customer data, and complicated IT systems.

The use of the right technology can help you overcome these challenges. If you can’t rip and replace, you can give your people the ability to take control of all data, systems, and processes – which is the only way to deliver a transformational digital omni-channel customer experience.

Break it down

Digital customer experience is about giving the customer control. In order to do, you need to decide how you want to funnel people down different channels at different times or for different transaction types, then set up the processes, workflows, and routing to do that.

This involves breaking down all barriers between your data, process and system silos because they are stopping you (and your customers) from exerting control over how interactions go. Once you’ve done this you can seize the agenda by showing the customer that you’re in control – from proactive messaging to front-end bots to take command of situations and then following up.

Previously, eliminating data siloes would have required integrating all the contact centre’s different applications, databases and channels with each other. However, these can instead be integrated via the desktop using APIs (Application Program Interfaces). This vastly simplifies the process of integrating multiple systems because they don’t have to ‘talk’ to one another, just to the desktop or workflow.

With this Single Customer View, your contact centre agents can seamlessly manage interactions that cross multiple channels.  With access to company-wide data about individuals and transactions, agents can personalise upsell, cross-sell, and renewals offers to meet a customer’s exact needs and circumstances.

For example, if a customer has recently browsed products on your website, it would be handy to extract this meta-data and let the agent know to make an upsell offer. If this data is appropriately tagged it doesn’t take a sophisticated workflow solution to do this.

One of the most mentioned roadblocks to delivering personalised, omni-channel customer service is inappropriate, outdated or complex technology. However, the technology to get the right data to an agent at the right time needn’t be complex or expensive. Neither does it require you to throw away your technology investments and start again.

With the desktop workflow software acting as a central point of control, extracting data from multiple siloes and systems, the technical, organizational, and skills-related challenges of delivering digital omnichannel customer experience can be addressed.

Read the published article here.