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.

“Technology changes ridiculously quickly these days. The trick is to get the business benefits you need without betting the farm on any particular system or platform”

Most businesses today need to communicate with customers over a number of different channels, including telephone, email, chat, social media, and mobile messaging.

When you’re a small company with just a few customers, you can do this on an ad-hoc basis with just a phone, a PC and a web browser.

The business challenges then are to understand what you need to invest in to deliver your sales, customer service, and customer experience goals, and secondly to minimise those investment costs and stretch the ROI as far as possible.

But doing it on any sort of scale is going to require fairly significant investment in technologies like telephony platforms, CRM software, agent desktops, and digital channel management platforms.

Blame Amazon, Uber and Airbnb

Customers, whether consumers or businesses, have become spoilt. They are now so used to services like Amazon, Uber, Airbnb and other digital leaders, that they discriminate against companies that don’t deliver that level of convenience.

Even if your business is in a sector that isn’t at the forefront of the digital revolution, your customers still expect you to play the digital game.

It’s for this reason that digital transformation and digital disruption have been near the top of most CTO’s and CEO’s worry lists for nearly a decade.

Everyone wants to ride the coattails of some new technology to be the next Uber or Netflix. Nobody wants to get blindsided by some new innovation and go down as the next Kodak.

Betting on Technology is Inherently Risky

Of course, it’s not enough to just be aware of what new technologies are out there. Leading companies are those that actively invest in or develop new technologies and use them to create innovative business models and products.

As products and services have become homogenised, customer experience and service become the biggest differentiators, sometimes even more so than price. Technology is an enabler of differentiation.

But technology changes ridiculously quickly these days. As soon as your company bets its future on some new software or hardware there is likely to be something better, faster, cheaper, or with more capabilities just around the corner.

The trick, then, is to get the business benefits you need without betting the farm on any particular system or platform.

Three Elements of Risk

When it comes to making technology investments, you will always have to make compromises to balance the risk and rewards in the following areas:

  • Financial risk dictates how much you are willing to spend and what ROI you need to target over the short, medium, and long-term.
  • Technology change risk is how exposed your business is to any piece of technology you use becoming obsolete or getting superseded by something else. If the rate is disruption and innovation in your industry is high, then your risk here is higher. If you are in a more traditional sector then whatever system you buy today may well last you a decade, so your risk is lower.
  • Customer experience risk is about deciding what’s the minimum level of service you need to deliver to customers and ensuring you have the means to do that. This will vary from industry to industry and on whether your business and brand rely on you being a digital leader.

How to Mitigate the Risks

There are two models for making business investments: capital expenditure (Capex) and operational expenditure (Opex).

A company that purchases on a Capex model is taking on all the risk that the technology does what it was bought to do, doesn’t go out of date too quickly and has the expected business benefit. The vendor gets paid upfront for the lifetime use of the technology and so the pricing should reflect this.

In an Opex model, the risk is more shared out. The vendor gets paid by use so it’s in their interest to keep the technology up-to-date and continue to add features to retain users. As a purchaser you always have a way out of the relationship if it isn’t working out. While you would expect prices to be higher over a comparable lifetime than with Capex, you would also expect prices to reduce the longer you commit as that means you’re taking on more of the risk.

Pay As You Go

The main advantage of pay-as-you-go is that the company only pays for what it uses, which means no overpaying or under-utilising of resources. Financial risk is lower, and you can stop at any moment.

Technology risk is lower because the vendor is incentivised to keep updating and improving the technology so that you continue to use it, and because you can switch at little to no cost if something better comes along.

Customer experience risk is better as you can almost guarantee that you will have access to the very latest, cloud-based, API-enabled solutions as by their very nature these are the ones most suited to a Pay-as-you-go model.