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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Get in touch with Infinity

During the last two decades, due to the tremendous increase in the amount of information and the complexity of data sources from different vendors, data integration has become a constant challenge.

At Infinity, our personalised solution combats the challenge of data integration, enabling the exchange of data between multiple data sources of different vendors in real-time.

How do we make data integration and management a reality?

This is accomplished using the web services provided by Infinity to import data and simple APIs that communicate between the data sources and the Infinity application.

We manage the data generated from the integration through a user-friendly interface that can be built in record time and is available to all our customers.

To understand this process further, we will briefly explain a project we have worked on for one of our largest clients; a world leader in telecommunications.

The project consisted of building an interface for handling complaints and questions for a group of people funded by several well-known NGOs. The campaign has a blend configuration so that the agent can manage both inbound and outbound calls.

When a call comes in, the agent, after identifying the caller, must have at their disposal all the relevant information about the caller – information located in the respective data sources.

To retrieve this information, three APIs were created and integrated with the Infinity interface, allowing retracted information to appear in an understandable and aesthetic form for the agent.

There were three different data sources (different vendors in different local locations) which, with the proper network infrastructure, upon request from the Infinity interface, return the data to be integrated and presented aesthetically in a single interface, making it available in real time to our customer.

The other data source from which the client should also receive, and process information is that of the telephone system used by the customer themselves.


Our client requested that Abandoned and IVR calls that do not reach CRM be managed in real time, in a user-friendly interface.

Such an infrastructure should be set up to:

  • Increase the priority of an Abandoned or IVR call based on attempts made by the caller so that the agent reconsiders it urgent if the priority is too high.
  • Close all previous attempts for a caller if an agent has managed to connect with him/her and managed his case, thus avoiding repeated calls.

The advantages of using Infinity for such builds are as follows:

  • Data retrieval and management from different data sources (different vendors, different locations) from a single interface
  • Built quickly and flawless
  • Building Dashboards of Reports based on the data generated from the integration process and the relative calls
  • Ability to keep multiple traces of everything imported, updated or deleted in the integration process
  • Our system ensures compliance, security, and data quality; compatible with all customer requirements, including GDPR. No API-backed information is stored in the database!
  • We are dedicated to anticipating unforeseen events and to provide quick and efficient solutions to unexpected situations.

To set up a trusted analytics base, it’s necessary to manipulate data: remove duplicate data, standardise data, eliminate incorrect and incomplete data, and reconcile data across multiple systems – where a master data management is key, that key can be Infinity CRM.