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.

Interaction Designer

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

Interaction Engine

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.

Interaction Analytics

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

Knowledge Base

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

Interaction Simulator

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…

Driving insight & efficiency for Webhelp UK

Webhelp UK is part of the international Webhelp Group; a leading BPO provider and customer experience innovator across digital and traditional channels.

It is achieving rapid growth by focusing on value-based outsourcing, omni-channel engagement and experience analytics to create optimal customer journeys…

Challenge

To create a powerful agent desktop solution to support new business growth, flexible enough to operate across multiple client environments.

Find out how Infinity’s suite of call centre solutions helped WeHelp create the optimal customer journey by downloading the full case study.

Download Case Study

Built for contact centres and BPOs

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Built for police, fire & medical emergency response centres

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Built for healthcare organisations & contact centres

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Workflow software for interaction management

Infinity Interaction Designer

Features include:

Infinity Interaction Engine

Features include:

Infinity Interaction Analytics

Features include:

Infinity Knowledge Base

Features include:

Infinity Interaction Simulator

Features include:

Integrations

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Infinity is the leading provider of interaction management software

Infinity partners

Infinity’s newsroom

Careers at Infinity

Get in touch with Infinity

Driving insight & efficiency for Webhelp UK

Webhelp UK is part of the international Webhelp Group; a leading BPO provider and customer experience innovator across digital and traditional channels.

Challenge

Latest success stories

Infinity Technology and Expertise Used for Teleperformance UK’s British Healthcare client.

Helping the FDNY to optimise resources and save lives

Improving the customer experience offering and overall customer experience for a major travel insurance provider

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