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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Our trusted partners help us supply the highest level of industry expertise & cutting-edge dialogue management solutions.

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Careers at Infinity

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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Careers at Infinity

Get in touch with Infinity

With customers across three continents, there’s a high chance that we speak your language.

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Get in touch with Infinity

Interaction Management Software that Empowers Frontline Staff

Deploy workflows that enable external-facing staff to provide the right response every time, across all channels

Infinity dialogue management software
With Infinity you can build workflows, scripts, and screens that guide frontline staff through interactions and act as a single user interface to all your contact centre channels and enterprise systems. No more application switching, redundant data entry, or searching for information means every interaction is handled consistently, and in the quickest and most appropriate way.Contact us

Our technology is trusted by many recognised brands:

How it works

The Infinity ecosystem is built on top of an integration layer that connects it to your wider enterprise architecture and contact centre platform. Integration is simple, via standard APIs, to only the data and services you need to use in your workflows and scripts.
Infinity products integration diagram
Infinity product toolbox

Enable frontline staff to interact with everything

  • Integrate Infinity with your contact centre and enterprise platforms,
  • Build workflows, scripts and screens with Infinity Designer’s low-code drag-and-drop interface,
  • Use API calls to populate data fields automatically, capture interaction data into your enterprise systems, and allow staff to trigger back-office processes and follow-up actions,
  • Chain multiple elements together to create intelligent, branching workflows or construct entire omnichannel customer journeys,
  • Deploy workflows to frontline staff to guide them through different types of interactions across all your different channels,
  • Advanced real-time analytics runs during interactions to provide staff with next best action prompts or appropriate knowledge articles,
  • Gather customer and interaction data in one place for analytics and reporting.

Infinity’s Software Solutions

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Interaction Designer

Build workflows, scripts, data entry pages, and other screens for managing different types of interactions. You can even chain these together to create entire customer journeys. Infinity Designer is low-code with an intuitive graphical user interface, so workflows can be created and updated by operational staff.

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Interaction Analytics

Data is often contained in multiple, unconnected systems, which can be overwhelming for businesses and customers alike. Infinity Analytics brings together all your customer and interaction data together into a central repository. You can then set up dashboards, build custom reports, and even use advanced tools such as conversational analytics to uncover insights – even in real-time.

Training and simulation icon

Interaction Simulator

Infinity Simulator uses sophisticated software to mimic interactions for training and optimisation purposes. The software will present realistic scenarios to frontline staff and they will use the relevant Infinity workflows to manage them just as they would real interactions. Performance and efficiency data is captured by the system enabling you to pinpoint further training needs and optimise your processes..

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Interaction Engine

Most enterprise CRM and contact centre software still requires frontline staff to interact with several other systems to look up information, capture data, and trigger actions. With Infinity Engine you can run workflows and scripts in a browser, or right inside your contact centre software, that put everything at your people’s fingertips from a single screen.

Quality management icon

Knowledge Base

During interactions your frontline staff often need to put people on hold to look up information, which can lead to a poor experience. With Infinity Knowledge built into your workflows and scripts, you can provide them with instant access to articles, guides, videos, and other information. It can even present context-sensitive suggestions for each screen or the basis of the agent’s last input.

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Infinity can integrate with almost anything on the market, including CRMs like Salesforce, Dynamics, Hubspot; contact centre platforms such as Genesys, Avaya, Callmedia, NICE CX One; customer service platforms including Talkdesk and Zendesk; emergency call response platforms and CADs from Priority Dispatch.