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.

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.

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

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…

Emergency Call Response Management for Emergency Services

Respond to callers more quickly, accurately and consistently, and eliminate dispatch errors

Built on proven technology used by Priority Dispatch and FDNY, 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 dispatch solution with accompanying PAI / PDI information.Contact us

Our technology is trusted by many recognised brands:

Built for police, fire and medical emergency response centres

Infinity ERM is built on best-in-class workflow software that has been battle-hardened in hundreds of commercial contact centres as well as some of the world’s most demanding emergency response centres, including FDNY. Infinity gives you the power to …

Deploy a single, user-friendly front-end for calltakers to speed up response

Provide calltakers with a single user interface they can use to capture all caller data and be guided through Key Questioning based on IAED Protocols – CAD integration then automatically generates the correct dispatch codes.

Build decision-trees and guides for calltakers based on protocols

With Infinity ERM you can easily build call guides that prompt calltakers with the next question to ask or action to take based on the data already captured – every question for every type of emergency is pre-set, giving you complete control to create and alter workflows with no coding to respond to changing protocols or new crises.

Answer calls in a consistent way to improve accuracy

With Infinity you can be sure all calltakers are using the same system, processes and protocols, which creates uniformity, reduces error and liability, increases dispatch accuracy and decreases training times – information is presented to dispatchers in a consistent way, simplifying their job and increasing their safety.

Make continuous improvements for better outcomes and efficiency

As everything happens via Infinity rather independently in multiple systems, all call data and responses can be stored and analysed – armed with this you can analyse performance and make adjustments to improve dispatch times, resource accuracy, caller experience and operational efficiency.