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…

Enable frontline staff to find answers and information faster

Reduce handling time and training time by enhancing your interaction workflows with a knowledge base that pushes content to staff at the right time

It’s a fact that your most knowledgeable and experienced staff deliver the best experiences for customers and users, and get to the best outcomes more quickly. 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.

Our technology is trusted by many recognised brands:

How it works

Allow agents to access and capture knowledge information during customer interactions from right inside their current interaction workflow.
By embedding knowledge in workflows or scripts it becomes context-sensitive and more useful, as well as shortening the time it takes agents to find answers.
Rather than reminding agents to access and search the knowledge base you simply present them with the context-sensitive information in their workflow, ensuring they use this valuable resource.
Get feedback to enrich your knowledge base by making rating and contributing to knowledge articles a part of wrap.

The benefits of Infinity Knowledge Base

Reduce AHT (average handling time)

Answer more customer and user queries more quickly and reduce the number of times agents place customers on hold unnecessarily.

Minimise training times

Staff need less training in products, processes and systems, and attain full competency much faster when they don’t have to learn everything in advance.

Capture and retain knowledge

Increase peer-to-peer knowledge sharing and prevent the loss of essential subject matter expertise when employees move on.

Be more consistent and compliant

As all frontline staff have easy access to the same knowledge, you can be sure everyone is giving the latest and most up-to-date information and following the correct processes.

Reduce attrition

Providing frontline staff with better tools reduces their frustration, increases their sense of achievement and helps them hit targets – this improved employee experience lowers attrition.

Reduce costs and improve ROI

Answering queries more quickly, reducing training time, eliminating recontacts by getting it right first time – all of these improve customer and user experience, reduce costs, and boost ROI.

Success stories

Our interaction management and workflow technology has been trusted for over 25 years by many recognised brands across a variety of industries

Infinity Technology and Expertise Used for Teleperformance UK’s British Healthcare client.

Helping the FDNY to optimise resources and save lives

Improving the customer experience offering and overall customer experience for a major travel insurance provider

Built for contact centres and BPOs

Features:

Built for police, fire & medical emergency response centres

Features:

Built for healthcare organisations & contact centres

Features:

Workflow software for interaction management

Infinity Interaction Designer

Features include:

Infinity Interaction Engine

Features include:

Infinity Interaction Analytics

Features include:

Infinity Knowledge Base

Features include:

Infinity Interaction Simulator

Features include:

Integrations

Features include:

Infinity is the leading provider of interaction management software

Infinity partners

Infinity’s newsroom

Careers at Infinity

Get in touch with Infinity

Enable frontline staff to find answers and information faster

Our technology is trusted by many recognised brands:

How it works

The benefits of Infinity Knowledge Base

Reduce AHT (average handling time)

Minimise training times

Capture and retain knowledge

Be more consistent and compliant

Reduce attrition

Reduce costs and improve ROI

Success stories

25+

20,000+

200,000+