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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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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Get in touch with Infinity

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Empower frontline staff to make every interaction better

Manage interactions more accurately, swiftly, and compliantly with a single user interface

interaction engine
You want your frontline staff to focus on interacting with customers and users, not systems. Using Infinity Interaction Engine you can run workflows and scripts in a browser or agent desktop that guide staff through interactions and enable them to read, update and use the underlying systems without screen switching. As well as improving the quality and speed of communications your organisation can seamlessly coordinate interactions across multiple channels to deliver a consistent experience.Contact us

Our technology is trusted by many recognised brands:

How it works

  • Run workflows and scripts in a browser or in your CRM or CCaaS desktop that guide frontline staff through different types of interactions,
  • Enable staff to read and update data from underlying systems from inside the workflow – no application switching or duplicated data entry,
  • Provide access to knowledge base information, customer data, interaction histories, and any other data right in the workflow to enable seamless omnichannel journeys,
  • Capture interaction information in the workflow and present staff with context-sensitive next-best-action prompts,
  • Launch other tools, scripts and processes from inside the workflow to initiate follow-up actions, dramatically reducing wrap time,
  • Publish workflows and scripts to the web or run them in your CRM or contact centre desktop.
interaction engine screenshot

What Interaction Engine does for your organisation

improve the employee experience

Improve the employee experience

Enabling frontline staff to read and update data and systems from a single user interface dramatically reduces the effort and training required to deliver great experiences. Knowledge base and next-best-action prompts augment staff’s decision-making capabilities, eliminating errors and ensuring they deliver the best outcomes.
manage costs

Manage costs by being more efficient

By providing frontline staff with a single user interface through which they can access and update data in all your enterprise systems, manage interactions on any channel, and launch manual or automated follow-up processes, you can dramatically cut interaction times, wait times, hold times, and wrap times. Staff also require less training as they mainly use one system, so speed to competence for new hires is also reduced.
consistant service

Provide consistent service
across all channels

With Infinity’s workflows, your organisation can interact as a single entity across all channels and departments. You can chain workflows, scripts and screens together to create entire end-to-end customer and user journeys that are seamless across all channels. Ensuring staff have access to entire customer or user histories means is crucial for omnichannel.

maxmise sales

Maximise sales opportunities

As Infinity is a low-code solution, teams from operations, sales, marketing, and CX can build and deploy their own workflows, screens, forms, microservices, scripts, knowledge base articles, and business logic prompts to help frontline staff make the most of every opportunity in every interaction. Providing staff with easy access to customer data and history right inside their workflows not only enables genuine omnichannel journeys it also gives them the information they need to provide the best outcome for the organisation as well as for the customer or user each time.