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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In a survey on customer service carried out by the CCA Research Institute, respondents said their greatest challenges were improving quality and reducing cost to serve. You don’t have to be Einstein to work out that those two goals appear to be contradictory, but in fact they’re not.

The same survey asked: How do you think your business model will adapt to meet changing customer demands? The top responses were:

  • Increased use of self-service and automation
  • More skilled, knowledgeable workers
  • Clear, single view of the customer

What do we mean by quality?

Research shows that customers’ most important concerns are:

  • The person who answers the phone handles the whole call
  • They are treated as a valued customer
  • They answer the phone quickly
  • They are familiar with any previous dealings with them

What do we mean by reducing cost to serve?

The major cost of providing customer service is still human resources. We can therefore look at reducing:

  • Total staff numbers
  • Agent training time
  • Average Handling Time (AHT)
  • Call volumes

Meeting quality and cost objectives

If we reduce AHT we also improve quality, because customers want their queries handled quickly, without being passed around. But reducing AHT doesn’t go far enough.

We’re interested in reducing Total Traffic Time (TTT) which means reducing AHT and call volumes. If this is done correctly, it can align with customer expectations, enabling us to meet our quality and cost-cutting goals.

The tools you need:

  • Skilled and knowledgeable agents. Agents can handle a wider range of queries, which means you improve First Call Resolution (FCR); the agent is more likely to treat the customer better and the phone is likely to be answered quicker because you haven’t split your agents into call groups.
  • A single customer view. To improve FCR and shorten calls, it’s vital that your agents can view the whole customer journey.
  • You need to perform root cause analysis to discover where your service issues are, then fix them or move them to self-service to strip out huge volumes of calls.

You may be thinking that this will have the knock-on effect of increasing costs: agents will take longer to train and expensive new IT investments will be needed. They won’t, if you provide your agents with the right tools.

Make all your agents skilled and knowledgeable

Much of the work an agent performs involves following processes, which may require the use of several IT systems. Simplifying this and providing guidance by using workflows allows all agents to perform to the same level as your best ones, even with vastly reduced training.

In the Infinity Workflow, workflows prompt agents through calls and pull together in one simple User Interface everything an agent needs, such as customer information and data entry fields from multiple back-end systems.

The results are:

  • The customer’s query is resolved faster because the agent doesn’t need to remember processes or open and interact with multiple applications.
  • The customer feels better treated because the agent can focus more on listening and building rapport.
  • It’s easier for agents to handle multiple call types, so there is less need to transfer customers between departments.

Pull data from different silos and systems into one view

A problem for over 50% of contact centres is that customer information is kept in different data silos or on different systems, which can make it time consuming for agents to deal with different types of queries. Calls can also be unnecessarily lengthened when customers must repeat information the company already knows. The Unified Agent Desktop allows whatever information you want to display from those systems to be presented to agents in a simple workflow.

Cut down calls

As agents are only interacting with one application, you can have a single view of performance broken down by outcome codes and whatever information is collected during calls and wrap. It also gives you a clear overview of customer interactions via self-service. While obviously useful from a QA perspective, it also allows you to easily spot issues that repeatedly crop up so that you can correct them or move them to self-service.

Result: cost and quality goals met

What seemed like contradictory problems have the same solutions. The key is to reduce Total Traffic Time (TTT) in a way that aligns with customers’ changing demands. Applications such as the Infinity Desktop enable you to use your existing IT infrastructure to do this cost-effectively.