Infinity CCS, a UK-based technology provider, has launched an innovative 9-1-1 emergency dispatch software poised to revolutionize the market for telephone triage – Infinity Response.

Infinity Response has reinvented emergency triage by taking robust call center workflow software and placing it at the heart of emergency triage. The flexible workflow engine is game changing, delivering critical efficiencies beyond the industry’s legacy off-the-shelf 911 dispatch systems.

One of the persistent pain points for emergency triage call centers is that they cannot write medical workflows or introduce changes to enhance and optimize response for incoming emergency calls. Infinity Response is designed to allow EMS teams and qualified physicians to analyze call data in order to refine response processes and find critical improvements in call response times.

According to CEO Geoff Land, the Infinity Response is perfectly adapted to handle the critical demands of emergency triage centers.

Up until now, the world’s most agile and powerful technology was used to help people shop, eat and navigate, but it has not been used to power emergency call systems,” he said. “Infinity Response changes all that. By bringing the powerful tool sets used by the world’s largest contact center outsourcers to 9-1-1 emergency dispatch triage, we are raising the bar for emergency triage response where every second counts in analyzing the emergency at hand.”

Infinity Response gives EMS field personnel an intelligent triage platform that delivers powerful data insights. Data analysis permits emergency call centers to configure the system to their needs and introduce question changes to enhance call responses and optimize call response time.

With Infinity Response, EMS field teams and physicians can set priorities for medical emergencies and refine response processes with critical efficiencies to improve response. The software provides seamless integration with Computer-Aided Dispatch (CAD) systems. Infinity Response attributes its success to a high degree of flexibility, in-depth data intelligence, medical algorithms for triage optimization and measurements that allow for continuous improvement in emergency response.

To can find out more view Infinity Response.

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.

find out more

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.

find out more

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.

find out more

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.

find out more

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.

find out more

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.

find out more

Self Service

Callmedia

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

find out more

Callmedia

Request a demo

  • This field is for validation purposes and should be left unchanged.