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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To protect market share and profitability from the growing threats of new competitors, increased regulations, evolving customer expectations, and digital disruption, insurance brokers need to own more of the customer relationship and compete on service rather than price.

A forecast of 4% annual revenue growth might make everything might look rosy for the insurance broker market. However, brokers are facing increasing competition from new entrants, disruptors like price comparison websites and aggregator platforms, and from insurance companies selling directly to customers.

Digital communications technologies are making it easier to provide on a mass scale the kind of personalised, advice-focused service that is the broker’s major USP.

At the same time as opening the market to new competition, digital disruption plays a role in commoditising products and services. After all, if most players have access to roughly the same market and risk data, are selling to the same customers who have similar problems, and are under the same regulatory regime, their products are likely to converge.

This can make it difficult for established companies with nothing new or exciting to bring to the table to stand out. Business as usual is always good enough, until suddenly it isn’t.

While established brokers and agents can play on the trust they have built up with customers and can count on simple inertia to stop their customers from leaving too quickly, without some means of differentiation it will become necessary to compete on price and erode margins.

Specialise, advise, and disrupt

Insurance brokers can differentiate themselves from competitors by becoming specialists who focus on solving one or two (preferably big and important) problems for clients.

While this inevitably shrinks the size of the market they can sell to, positioning themselves as experts in a field can enable them to become a leader in that space and convert more prospects into customers.

While products might be getting more commoditised, customers’ lives and businesses are getting more complex, which means there is a growing demand for expert advice.

Insurance brokers should be expanding their advisory and risk management services, along with the portfolio of insurance products they are able to offer, to be able to design personalised insurance solutions to meet clients’ exact needs and budgets.

The digital innovation opportunity

Recent research into digital innovation conducted by the British Insurance Brokers’ Association (BIBA) suggests that there exists an opportunity for forward-thinking brokers to take a lead on the competition with minimal smart investment in the right technology.

40% of brokers believe the sector has not embraced innovation very well, 44% think software houses supplying the industry are to blame for not having done enough to innovate, while 77% said cost innovation was the main barrier.

It’s true that brokers face several barriers to delivering digital innovation, including disjointed customer service capabilities across different channels, the incompatibility of legacy systems, the siloing of product and customer data in different systems, and the difficulty of integrating with insurance company partners’ systems.

Even if vendors of insurance broker software are not keeping up, there do exist off-the-shelf and customisable technologies that enable brokers to offer new services and improve the efficiency of their current business models.

At the heart of it all sits the agent desktop and workflow

One of the major issues with delivering digital customer experience is that frontline personnel do not have access to the necessary tools.

The place to bring together all the data and systems that human agents need to seamlessly manage interactions across multiple channels is in their desktop application, which provides them with a single user interface for almost anything they need to be able to do.

Here is what the ideal insurance broker digital customer experience environment might look like from an agent’s point of view:

All applications used in fulfilling the broker’s various business processes are integrated with the agent desktop and workflow software. This means that, using a single interface, agents can generate quotes, manage documentation, follow up and close sales, set appointments, make cold calls, manage the onboarding process, chase up renewals – using whatever digital channel they like and with all customer and product data at their fingertips.

Departmental and channel siloes are eliminated as data is made available in the desktop regardless of where it is stored. Legacy systems are also given a new lease of life and can work with one another, with new digital channels like chat and instant messaging, and with external systems like those of the broker’s insurance partners.

For more information download the whitepaper.