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.

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.

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

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…

Integrations

Infinity’s technology seamlessly integrates with numerous platforms.

Simple integration with your current or chosen software platform is one of the key requirements of any new system you implement and here at Infinity we have made integration with our modules as seamless as possible. The Infinity platform has the ability to integrate with a variety of leading software whether it be CRM such as Salesforce or MS Dynamics or telephony or communication channels like Genesys. Infinity’s professional team can enable this to be quick and deliver to your requirement.