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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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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Choosing the right technology investment for your business can be difficult. Many factors need to be considered, the most important being costs and return on investment.

In an ideal world, where money wasn’t an issue, you would do whatever it takes to give every customer the perfect experience every time they contacted your company.

That could mean hugely overstaffing the contact centre so that nobody had to wait, or buying your perfect no-compromise IT solution.

Unfortunately, in the real world, there are competing demands for investment capital and cash and only a finite amount of each.

If your company’s goal is to be a CX leader in your sector, then you will be making technology investments sooner or later. Once you have decided what you need, the question is: how do we pay for it?

To buy or not to buy

Pricing models for IT investments have generally been Capex (capital expenditure) or Opex (operational expenditure) based.

Capital expenditure is an up-front investment where you buy your new system or software outright. It depreciates over time like any other business investment.

A company that purchases on a Capex model is taking on all the risk that the technology does what it was bought to do, doesn’t go out of date too quickly, and has the expected business benefit.

Operational expenditure usually involves a monthly or quarterly lease of equipment or software, perhaps on a per-seat basis. Costs immediately impact the bottom line but are tax deductible in the year they occur.

In an Opex model the risk is more shared out. The vendor gets paid by use so it’s in their self-interest to keep the technology up-to-date and continue to add features to retain users.

As a purchaser you always have a way out of the relationship if it isn’t working out. While you would expect prices to be higher over a comparable lifetime than with Capex, you would also expect prices to reduce the longer you commit as that means you’re taking on more of the risk.

A third option is called Pay-as-you-go and it overcomes many of the limitations even of the Opex pricing model.

With the Pay-as-you-go model, the supplier is taking almost all the risk as the user has ultimate flexibility to switch to a competing solution at any time. While you would expect to pay a premium for that flexibility – which includes the ability to scale as well as switch – economies are made because you only pay for what you use.

How to calculate ROI – Capex

As the purchase value is depreciated over several years, the return on investment must be calculated over the same period. The things that need to be considered include:

Return on Investment (ROI): Revenue earned from an investment compared to the amount invested, expressed as a percentage. This can be calculated annually and over the whole lifetime of the investment.

Break Even Period: An estimate of the amount of time it will take for the revenue earned to equal the amount invested and so break even.

Useful Life: Most IT systems will be obsolete within 5 to 10 years or sooner. You need to ensure your Pay Back Period is within this timescale.

Residual Value: This is an estimate of how much you could sell the equipment for at the end of its useful life.

How to calculate ROI – Opex

With Opex, the costs are recorded every month in the company’s profit and loss statements. ROI can therefore be calculated and monitored on an ongoing basis.

Complexity can enter the picture when it comes to allocating those costs between multiple departments, business units, product units and other teams that use the service being purchased. Many service providers now allow more fine-grained tracking of actual usage to allow this.

How to calculate ROI – PAYG

Costs are broken down by the service provider in greater detail. This means that costs can be allocated down to the last penny, which is great for smaller businesses which need to make resourcing decisions on the fly to maintain profitability.

Costs can also be allocated on a micro-scale and allocated to individual projects and even teams within projects. For managers who like to know the ROI of each unit of a project, this level of fine-grained billing detail is a great benefit.

As more businesses in global, fast-moving and low-margin markets need to adopt just-in-time and on-demand acquisition policies these days, we recommend the Pay-as-you-go model more and more to our users.