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

Geoff Land, CEO of Infinity CCS discusses with OCO Commercial Director, Gareth Hagan, how technology providers and BPO’s have stepped up to help critical organisations during the global pandemic.  

At Infinity CCS, you build a range of solutions that help organisations operate flexibly and efficiently, and as Covid-19 has proven, keep going during times of crisis. Have you seen an increase in organisations changing their business models to foster efficiency and flexibly during the pandemic?

We have seen dramatic changes to the way in which businesses operate as a result of Covid-19, especially with the requirement for remote working. In the BPO sector, we saw many organisations needing to make rapid changes to existing business models. The NHS, for example, sought the expertise of the three largest BPO’s to build an application for a track and trace system. We saw the immediacy of the BPO’s to find a solution for their clients to work remotely and respond to the pandemic – they moved quickly and achieved tremendous results.  

Were there any roadblocks that prevented organisations from responding quickly to the pandemic?

Many organisations still rely on legacy technology as opposed to web or cloud applications. This meant that additional time was needed to get things up and running. When it did work, however, it worked well, and the organisations being supported by the BPO’s are now working remotely in some way and are doing this successfully. Infinity CCS was asked to build a cloud application for the NHS track and trace system, and this was the first major use of our new platform. We went from 0 to 5700 users without a hiccup.

The definition of the frontline has changed. It is now made up of people who are not visible but are working behind the scenes to keep the economy and critical services moving. What does this mean for Infinity CCS?  

We support critical organisations like The Fire Department of the City of New York (FDNY) which receives 1.5 million 9-1-1 calls a year, and New York City Health + Hospitals, the largest public healthcare system in the US. Both have been on the frontline during the pandemic.

For Infinity CCS, it means that we can showcase how quickly we can do things quickly on the platforms that we provide for our clients. We are agile and we ensure that clients understand that they can make their own changes and respond to unforeseen events themselves using the platform. Our workflow engine allows people to, essentially, take the building blocks and design what they want in their own environment and our tool set enables people to respond quicker, easier, and in a way that is sustainable.

We know what we can achieve in critical industries and a testament to that is the fact that the world leader in medical, fire and police triage has chosen Infinity CCS as a partner, to provide the tools needed to access emergency services markets that at present, are unable to access the tools. For businesses, being agile and responsive is critical for the future. 

To listen to the full discussion, please click here.