PDC Infinity JV

Infinity CCS is pleased to announce our partnership with Priority Dispatch®, the world leading provider of research -based protocol solutions to emergency call centres.

Together, we will bring industry-leading, call-triage software to more telecommunicators and first responders, delivering them a first class, cloud-based solution. Using Infinity technology, Priority Dispatch has developed ProQA Discovery, which continues to be part of the Priority Dispatch System and is recognised globally as the standard of care for emergency call-answering. This cloud-based dispatch solution helps modernise emergency dispatch call-triage—bringing flexibility, innovation, and performance to emergency call centres of every size.

ProQA Discovery represents the new software element of the Priority Dispatch System which is now able to be deployed and maintained 100% virtually, including implementation, training, and quality assurance. “This cloud solution will make it possible for even small communities to have access to the highest standard of care when they dial emergency services,” stated Geoff Land, CEO of Infinity. “We see enormous potential in our partnership with Priority Dispatch to bring positive innovations to the emergency services and public safety markets.”

Ron McDaniel, Priority Dispatch’s President echo’s the sentiment, saying…. “This collaboration directly aligns with our mission of 35+ years, ‘to lead the creation of meaningful change in public safety and health,’” Infinity is a key leader in call-intelligence and technology and was a natural partner as we set our sights on this new generation of ProQA.

More about our new partner

Priority Dispatch™ is the world leader in providing research-based protocol solutions to emergency call centres in medical, fire, police, and nurse triage disciplines. For over 35 years, EMS and 911 agencies have used the Medical Priority Dispatch System™ (MPDS®), first with cardsets and now in ProQA software. Our solutions have been time-tested across hundreds of millions of calls and serve communities in thousands of agencies around the world in 25 languages and 54 countries. Find out more at prioritydispatch.net.

Components

Supercharge your programs with apps, components and integrations

Workflow

Infinity Workflow gives you the ability to create workflows that guide agents through transactions quickly. Like a satnav, the best route will be calculated based on agent input and customer response.

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Infinity Workflow

Unified Agent Desktop

Equipping agents to successfully serve customers. Infinity’s Unified Agent Desktop solution brings existing data and systems into a single desktop. This removes the need for agents to navigate different systems to find information and provides them with the tools needed to service the customer within one application.

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Unified Agent Desktop

Analytics

Discover your data, improve business processes and spot opportunities. Infinity Analytics makes connections between multiple data points to tease out business insights and trends that might otherwise remain hidden. The ability to take raw data, crunch it and churn out richer, summarised, cross-referenced data is extremely valuable, enabling people to turn it into insight and opportunity.

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Analytics

Outbound Performance Management

A proven, cost-effective call centre solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling. Save your contact centre time and money when making a significant number of outbound calls. Non-productive tasks, like manual dialling, are automated, leaving users to concentrate on talking to customers.

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Messaging

Consumers have long since gone digital, and now expect to be able to contact any organisation via whatever channel they like. Using our smartphones to discover products, place orders, make payments, and access customer service is just second nature now. Companies that don’t facilitate this run the risk of seeing their customers defect to competitors that do.

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Messaging

Self Service

AI helps to make products and services better for customers and more profitable for sellers and providers. Self-service solutions are generally either voice or text-based, however both use similar Natural Language Processing technologies behind the scenes, including speech/text recognition, text-to-speech, and speech-to-text.

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Self Service

Callmedia

Leverage multiple outbound channels. Create seamless, cross-channel conversations to increase customer satisfaction and eliminate repetition.

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Callmedia

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