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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About Infinity

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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

In our digital economy, the thought of going to a broker for your home or car insurance seems quaint. Instead you search a price comparison site to find the best deal, or just buy direct.

Whether it’s Google or Go Compare, there is still an intermediate involved, just a digital one. And while this kind of digital disintermediation has happened in many consumer markets, it’s less prevalent in B2B markets.

Many of those sectors still use brokers, dealers and resellers to bring together end-users and the companies that manufacture or deliver products and services.

The danger for those intermediates is that they will increasingly lose out as former partners and suppliers leapfrog them to go direct, or new digital platforms do to them what price comparison sites did to Independent Financial Advisors.

Why customer relationships are more important than ever

Digital technologies enable customers to interact with companies in new ways which are faster, richer in information and more convenient. What’s more, customers used to instant interactions via social media and mobile apps now expect that sort of service from every company.

In the digital world, the company that makes it easiest for a customer to find a great deal and complete a purchase is more likely to win the business. And the company that provides great service and proactively adds value will keep that business – even if they are more expensive.

Owning more of the customer relationship

In many B2B sectors, a given product or service can be delivered by a chain of suppliers. Each company involved in the delivery of the product or service has a different relationship with the end-user and may be required to intervene at different times.

If you’re a broker or other intermediary, your relationship with customers usually begins and ends with the sales process and may only pick up again a few years later at contract renewal time.

To remain relevant and add value, intermediaries must have much closer, more direct relationships with their customers. They must also lower barriers to purchasing by making it easier, more convenient, or cheaper for customers to use an intermediary than go direct.

Make it easier to buy

Assuming they can get the attention of prospects, intermediates face two problems in completing sales:

  • Getting the right information to customers so they can make an informed decision.
  • Ensuring the purchase or onboarding process is smooth so that the sale goes through.

In the consumer world, price comparison websites have demonstrated that not only is it possible to take lots of information from different suppliers and display it in a coherent way that makes sense and allows direct comparisons to be made, but that suppliers will get on board and provide that information when it’s shown to be in their best interests to do so.

For an intermediary, having access to price and product information from more suppliers enables it to give more accurate, more useful, and of course faster quotes. The next step is to make this tool available for customers to use across multiple channels rather than keeping it for your own staff to use to produce quotes behind the scenes.

Adding value all the way

Once a customer decides to make a purchase, the process of gathering the information needed to finalise the contract and onboard the customer is left in the hands of the chosen supplier. This leaves one of the most important steps in the customer relationship in the hands of a third party.

Taking control of that process by implementing your own contract management system enables you to maximise the conversion rate of your potential customers, deepens the relationship with customers, and gives you more data on customers’ needs to craft the best solution for them.

Off-the-shelf CRM and case management software solutions can be purposed to track and manage customer applications from start to finish. Getting them to make API calls to suppliers’ systems to send or request information and get prices is routine these days.

The same CRM system could also be used to provide customer service throughout the term of the contract. Again, it only requires light integration via APIs with suppliers’ systems to get data on customers’ usage patterns, billing cycles, service issues, and so on.

The crucial point is to make everything as convenient and efficient as possible for the customer. Ideally, they would need to do almost nothing at all.