Solutions
Customer Interaction Management for Contact Centres

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.

Features:

  • 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

Emergency Call Response Management for Emergency Services

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.

Features:

  • 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

Patient Interaction Management for Healthcare Providers

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.

Features:

  • 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

Products

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.

Interaction Designer

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

Interaction Engine

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.

Interaction Analytics

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

Knowledge Base

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

Interaction Simulator

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

Integrations

Integrations

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…

Company
About us

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

Partners

Infinity partners

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

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Infinity partners

Newsroom

Infinity’s newsroom

Check out the latest announcements and articles about Infinity.

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Infinity's newsroom

Careers

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

Contact us

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

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

Interaction designer
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.Contact us

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.

 

interaction designer screenshot

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

interaction designer

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 icon

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.
interaction designer

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.

interaction designer

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.

UK: +44 (0)121 450 7830

US: +1 (347) 329 5132