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…

Build workflows and scripts to guide staff through interactions

A low-code workflow, script and screen designer that integrates with your enterprise and contact centre software stack

Infinity’s Interaction Designer lets you 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. The interaction Designer is low-code with an intuitive graphical user interface, so workflows can be created and updated by operational staff. Workflows integrate with your underlying systems and data, and can be run in a browser or your usual agent desktop.

Our technology is trusted by many recognised brands:

How it works

Visual low-code flow builder designed to enable operational users and business analysts to build complex customer interaction workflows, scripts and screens,
Design and publish web-based adaptive scripts using a low-code interface designer – no need to install anything, responsive layout, easy to scale,
Powerful drag-and-drop flow and interface creation tool – build your forms, control the interaction flow, and capture data in the way you prefer,
Block-based logic interface – use Blockly to create function logic with reusable standard blocks, reducing the technical expertise required,
Advanced users can construct Javascript using the same block-based interface,
Publish workflows and scripts to the web or run them in your CRM or contact centre desktop.

Infinity Interaction Designer has all the tools you need to create powerful workflows, scripts, and even entire customer journeys

Low code

While it includes more advanced, powerful scripting tools, Infinity Designer uses a drag-and-drop visual flow builder with a low-code interface that’s easy for even non-coders to use. Just create your screens and function logic with reusable standard blocks. More technical users can construct Javascript using the same block-based interface.

Integration

Infinity comes pre-built with integrations to various CRM and CCaaS platforms, however it is easy to integrate with whatever you need. For example, frontline staff can read and update your CRM (Salesforce, Dynamics, etc.) from inside workflows with a standard API.

Run anywhere

The workflows and script you build with Interaction Designer are run in Interaction Engine, either in a browser or inside other 3rd party platforms such as popular CRM and CCaaS (Contact Centre as a Service) platforms. You have total flexibility to deploy your workflows how and where you want, enabling you to build best-of-breed solutions made up of multiple components from different vendors.

Intelligent

Present the right information or knowledge to frontline staff at the right time, helping them manage interactions more accurately, swiftly, and compliantly. You can build logic into your workflows, or even use external decision engines, to prompt staff with the Next Best Action, ensuring the customer experience is maximised and the interaction objectives are achieved.