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.

Find out more

About Infinity

Infinity partners

Our trusted partners help us supply the highest level of industry expertise & cutting-edge dialogue management solutions.

Find out more

Infinity partners

Infinity’s newsroom

Check out the latest announcements and articles about Infinity.

Find out more

Infinity's newsroom

Careers at Infinity

Infinity personnel comprise software designers and engineers, project managers, professional service consultants, salespeople, marketeers and administrators. Join the team and shape the future…

Find out more

Careers at Infinity

Get in touch with Infinity

With customers across three continents, there’s a high chance that we speak your language.

Find out more

Get in touch with Infinity

With the demise of the UK’s most complained about energy supplier, Iresa, OFGEM is getting tougher on companies that provide poor service.

In an industry like energy where the product can’t be differentiated, and customer loyalty is essentially non-existent due to the masses of competitors, customers are enticed by price and kept by service.

Iresa, which purported to be the cheapest supplier was able to onboard plenty of customers, but with 9,000 complaints per 100,000 customers, didn’t have the service chops to keep hold of them.

With the quality of customer service in the sector being such a big issue, it creates an opportunity for companies that wish to compete on service rather than price. Time and time again, customers say that they will pay more for the same product if it comes with better customer service.

The difficulties of providing great service in the energy sector

In the energy sector, there are often several companies involved in the chain of supplying a customer with their service. Each of these has a different relationship with the end-user and may be required to intervene at different times.

This makes it difficult to provide great service all the time as sometimes customers’ problems are outside of your scope to deal with. 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 competitive, brokers must find new ways to be relevant by becoming more customer-centric, empowering customers with proactive and personalised care, and where possible having greater control over their customers’ usage experience.

Building customer relationships throughout the lifecycle

The ideal situation for a broker is to be involved with the whole customer journey, from first quote to onboarding to renewal, with little reliance on their energy supplier other than for pricing data.

This would allow them to take a proactive role and communicate with customers in between sales cycles. While they don’t want or need to take on the supplier or distributor’s customer service role, the ability to verify customers’ satisfaction with the service they are provided, and intervene if necessary, offers the promise of richer customer relationships.

By gaining richer customer data in this way, upsell and cross-sell opportunities present themselves. It’s also possible to better understand customers’ needs to craft the right pitch to them next time, as perhaps the data model shows another supplier would be a better fit.
Getting around the roadblocks with technology

Most energy brokers and intermediaries are held back by the lack of the necessary IT systems to do proactive, omnichannel customer service properly. What’s missing is a bespoke workflow and CRM system which can display pricing information, manage the contract and onboarding process, and ideally share information about customers’ service issues and usage patterns.

This would be an end-to-end tool for sales, sign up, customer service, and then renewals.

Modern CRM systems, whether they are on-premise, hosted, or cloud can make API calls to other modern systems to fetch and send almost any data that can be stored in a database.

The use of workflow tools ensures that any process can be carried out quickly and easily by following on-screen prompts. Whatever data is needed for that task is pulled from whichever database or system stores it and presented to the staff member on screen.

The ability to give staff a single user interface for accessing data and workflow processes has a huge pay off in terms of time and efficiency. As there’s no need to log into multiple systems and look up information it speeds up customer interactions and even facilitates cross-sales and up-sales as the agent has a full view of the customer.

For more information, download the whitepaper.