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

Imagine if, when you talked to a friend on the phone, you forgot everything you knew about them from your interactions over social media, email, or when you met face-to-face. Instead, all you could remember were your past phone calls with this person.

Fortunately, our brains don’t work that way, but for companies with siloed data and systems that’s precisely the position they are in when they deal with customers. In fact, they aren’t really dealing with individual customers at all; they are managing a series of unrelated interactions and transactions that take place over different channels.

If only we could see the complete trail – of phone interactions, website visits, emails, purchases, social media comments, etc. – left by every customer and prospect – this is the Single Customer View (SCV).

How to create a Single Customer View

A SCV links an individual customer to every interaction they have had with the company. While this data doesn’t necessarily need to be stored in a single central repository, it does need to be linked together and indexed using some sort of unique identifier tag for each customer.

In this way, all the data related to a specific individual can be collated and brought into a single view that can be accessed by sales, marketing, customer service, and other staff that engage with customers, as well as any automated systems that do the same.

  • Discover all data held across your structured, semi-structured and unstructured data using advanced search algorithms
  • Create a tagged and indexed comprehensive data inventory
  • Create an indexed copy of all your data. This is your SCV.

Benefits of a Single Customer View

Achieving a SCV means you are left with a portal for accessing data about any individual customer.

Your contact centre can seamlessly manage interactions that cross multiple channels without asking the customer to repeat information; personalise upsell, cross-sell and renewals offers to meet a customer’s exact needs and circumstances; route enquiries to exactly the right team or person and proactively engage customers to prevent service issues before they become a problem.

From a marketing point of view, you can understand the commonalities of your best customers so that you can find more like them, as well as identify customer segments, lifecycle stages and purchasing patterns to inform everything from product development to pricing and payment options.

Disadvantages of not having a Single Customer View

The most effective way of marketing and selling to customers, and then delighting them on an ongoing basis, is to treat each customer as an individual.

Companies without a SCV are unable to do that. To them, a customer is the records tied to this address, the transactions from that phone number, the orders from this credit card etc. They have no way of joining all those records up to get a full picture of the individual with whom they are dealing.

Many of the greatest customer experience and marketing challenges faced today are all to do with the inability to gain a SCV: you can’t personalise products and offers without a full understanding of the customers wants, needs and behaviour. You can’t effectively meet with a customer at multiple touchpoints (email, phone, web, chat) if your organisation doesn’t know it’s the same customer each time, and you can’t proactively service them and anticipate their problems before they happen if you cannot see everything that’s going on.

If you follow the steps above, you will be in the enviable position of being able to achieve this goal.