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

The most efficient way to train frontline staff to have great interactions

An AI-powered, fully immersive scenario-based training platform that mimics real interactions to hone your people’s skills

interaction simulator

Interaction Simulator is an AI-powered training platform that is integrated directly into Infinity’s software and our partner PDC’s medical triage protocols. The software creates realistic customer interactions based on historical data or injected workflows, and presents them to staff in the workflows they use to take real calls. It uses text-to-speech to make life-like calls and express a range of emotions. Staff can use it to improve their soft skills, product and process knowledge, as well as practice using their Infinity interaction workflows.

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Our technology is trusted by many recognised brands:

How it works

  • Integrated with Infinity, your CRM and contact centre platform to enable realistic calls to be placed to frontline staff in a local or remote training environment.
  • Staff take these calls using their Infinity interaction workflows and handle them as they would a real customer or user.
  • It means they can access training and practice their skills at any time – on break, in between calls, during planned sessions – without needing a partner to roleplay with.
  • Calls can be recorded and the team member’s scored automatically – QA and training staff can listen and watch the screen recording to provide further feedback.
  • A range of realistic scenarios can be scripted and integrated with Infinity interactions workflows, giving management the ability to trial run new processes, scripts and journeys.
interaction simulator

Reasons to use Interaction Simulator

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Reduce expensive human roleplaying

On average, it takes 6 months to a year to train new frontline staff. With Interaction Simulator’s AI-powered training platform, there is no longer a need to take top performers away from their roles to aid trainees in practice. As a result, Interaction Simulator can help you make significant cost savings on your training operations.
speed to competancy

Improve speed to competency

Many organisations are unable to justify the  cost of full-time trainers, which can extend the training process. Even those with training staff can only complete so many role-playing scenarios with each individual trainee. With Interaction Simulator, new hires are no longer limited by training staff availability but can practice taking more calls, more frequently.

improve employee skills

Improve employee skills

Scenarios can be repeated multiple times giving trainees the opportunity to practice to perfection. Additionally, the AI-powered training platform has the ability to simulate callers with varying accents, ages, and genders, as well as provide realistic background noise, so that the trainees gain experience in true-to-life scenarios.
call types icon

Expose trainees to various call types

A script-building model enables the rapid creation of new call scripts based on real-life interactions. Interaction Simulator offers a vast simulation library which allows trainees to practice on a limitless number of scenarios, giving them the experience they need for when they transition into the field.
interaction designer

Practice from anywhere

With Interaction Simulator’s integration to your existing training program, all trainees need is an internet connection. Trainees can practice taking calls at any time and from any location, which gives them more experience and reduces the time it takes to take live calls on their own.
provide structured feedback

Provide structured feedback

Don’t leave anything to chance. Interaction Simulator acts as a 24/7 virtual assistant specialising in training, which allows trainers to focus on providing feedback in critical training functions such as simulation response, performance improvement, & specific event reactions.