Solutions

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

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

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.

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

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

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

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

Infinity’s newsroom

Check out the latest announcements and articles about Infinity.

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Infinity's newsroom

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

Privacy policy

Effective Date: 09.05.2018

Infinity CCS knows that you care how information about you is used and shared. This Privacy Policy explains what information of yours will be collected by Infinity CCS when you access the websites, how the information will be used, and how you can control the collection, correction and/or deletion of information. We will not use or share your information with anyone except as described in this Privacy Policy. This Privacy Policy does not apply to information we collect by other means (including offline) or from other sources. Capitalized terms that are not defined in this Privacy Policy have the meaning given them in our terms. The use of information collected through our Sites shall be limited to the purposes under this Privacy Policy and our Conditions of Sale to clients.

 

1. Information We Collect

  • (a) Contacting Us: We may collect personally identifiable information about you, such as your full name, phone number and email address, when you contact us. If you choose to contact us, we will collect data through our partners. We do not send any promotional emails for which you have not given consent; if you no longer wish to receive these emails, you may opt out of them by at any time by contacting Infinity CCS.
  • (b) Cookies and Tracking Technologies: Technologies such as: cookies, beacons, tags and scripts are used by Infinity CCS (such as advertising, marketing and analytics), affiliates or analytics or service providers. These technologies may be used in analyzing trends, administering the Sites, tracking clients’ movements around the Sites and to gather demographic information about our client base as a whole. We may receive reports based on the use of these technologies by such companies on an individual as well as aggregated basis. While we respect the privacy of our clients, we are not able to respond to Do Not Track signals set by your browser at this time. We use cookies to remember clients’ settings as well as for authentication and analytics. Clients can control the use of cookies at the individual browser level. If you reject cookies, you may still use our Sites, but your ability to use some features or areas of our Sites may be limited. This website uses Google Analytics to track client activity, page content, click/touch, movement, scroll, and keystroke activity (in some cases). If you are located in Europe, your IP address, keystroke activity, and personal information are never stored or shared with any third-parties.
  • (c) Access and Retention of Data: An individual who seeks access, or who seeks to correct, amend or delete inaccurate data should direct his query to the data protection officer (the data controller). If requested to remove data, we will respond within a reasonable timeframe.
  • (d) We will retain personal data we process on behalf of our clients for as long as needed to provide our services. Infinity CCS will retain this personal information as necessary to comply with our legal obligations, resolve disputes and enforce our agreements.

 

2. How We Use Your Information

We use the information that we collect to contact your about your initial enquiry.

 

3. How We Share Your Information

  • (a) Personally Identifiable Information: Infinity CCS will not rent or sell your personally identifiable information to others. We may store personal information in locations outside the direct control of Infinity CCS
  • (b) (for instance, on servers or databases co-located with hosting providers). Any personally identifiable information you elect to make publicly available on our such as posting comments on our blog page, will be available to others.
  • (c) Non-Personally Identifiable Information: If you remove on the website, copies may remain viewable in cached and archived pages of the website, or if other clients have copied or saved that information. Non-personally identifiable information may be stored indefinitely.
  • (d) Instances Where We Are Required To Share Your Information: Infinity CCS will disclose your information where required to do so by law, if subject to any legal proceeding or if we reasonably believe that such action is necessary to (a) comply with the law and the reasonable requests of law enforcement; (b) to enforce our Conditions of Sale or to protect the security or integrity of our Service; and/or (c) to exercise or protect the rights, property, or personal safety of Digital Bite, our clients or others.
  • (e) What Happens In The Event Of A Change Of Control: We may buy or sell/divest/transfer the company (including any shares in the company), or any combination of its products, services, assets and/or businesses. Your information such as client names and email addresses, and other Client information related to the Infinity CCS may be among the items sold or otherwise transferred in these types of transactions. We may also sell, assign or otherwise transfer such information in the course of corporate divestitures, mergers, acquisitions, bankruptcies, dissolutions, reorganizations, liquidations, similar transactions or proceedings involving all or a portion of the company. You will be notified via email and/or a prominent notice on our Site of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information.
  • (e) Testimonials: We display personal testimonials of satisfied clients on our Site in addition to other endorsements. With your consent, we may post your testimonial along with your name. If you wish to update or delete your testimonial, you can contact us at Infinity CCS
  • Storage and Processing. Your information collected through the Infinity CCS website may be stored and processed in the UK.

 

4. How We Protect Your Information

Infinity CCS is concerned with protecting your privacy and data, but we cannot ensure or warrant the security of any information you transmit to Infinity CCS or guarantee that your information on the Infinity CCS website may not be accessed, disclosed, altered or destroyed by breach of any of our industry standard physical, technical or managerial safeguards. When you enter sensitive information on our contact forms, we encrypt that information using secure socket layer technology (SSL). No method of transmission over the Internet or method of electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security. If you have any questions about security on our Site, you can contact us at Infinity CCS . We use multiple outside support platforms. These companies do not retain, share, store or use personally identifiable information for any other purposes.

 

5. EU Data Protection Directive

Infinity CCS complies with the EU Data Protection Directive 95/46/EC framework as set forth by the European Union regarding the collection, use, and retention of personal data from European Union member countries and Switzerland. Infinity CCS has certified that it adheres to the requirements of notice, choice, onward transfer, security, data integrity, access and enforcement.

 

6. Compromise of Personal Information

In the event that personal information is compromised as a breach of security, Infinity CCS will promptly notify our clients in compliance with applicable law.

 

7. Our Choices about Your Information

You can review, correct, update or delete inaccuracies to the information about you that Infinity CCS keeps on file contacting us directly at info@infinityccs.com. We will respond to your request to access within 20 days, there may be a charge for this service of £10. We will retain your information for as long as your account is active or as needed to provide you services. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes and enforce our agreements.

 

8. Children’s Privacy

Protecting the privacy of young children is especially important. For that reason, Infinity CCS does not knowingly collect or solicit personal information from anyone under the age of 13. In the event that we learn that we have collected personal information from a child under age 13, we will delete that information as quickly as possible. If you believe that we might have any information from or about a child under 13, please contact us at info@infinityccs.com

 

9. Notification Procedures

It is our policy to provide notifications, whether such notifications are required by law or are for marketing or other business related purposes, to you via email, written or hard copy notice, or through conspicuous posting of such notice on the Service, as determined by Infinity CCS in its sole discretion. We reserve the right to determine the form and means of providing notifications to you, provided that you may opt out of certain means of notification as described in this Privacy Notice.

 

10. Links to Other Web Sites

We are not responsible for the practices employed by websites or services linked to or from Infinity CCS website, including the information or content contained therein. Please remember that when you use a link to go from the Infinity CCS website to another website or service, our Privacy Policy does not apply to third-party websites or services. Your browsing and interaction on any third-party website or service, including those that have a link or advertisement on our website, are subject to that third party’s own rules and policies.

 

11. Social Media Widgets

Our Site includes social media features and other widgets that run on our website. These features may collect your IP address and which page you are visiting on our Site, and may set a cookie to enable the feature to function properly. Social media features and widgets are either hosted by a third party or hosted directly on our Site. Your interactions with these features are governed by the privacy policy of the organization providing it.

 

12. Changes to Our Privacy Policy

All changes to this Privacy Policy are effective when they are posted on this page. When we change the policy in a material manner, we will let you know via email and/or a prominent notice on our Site, prior to the change becoming effective and update the ‘effective date’ at the top of this page.

If you have any questions about this Privacy Policy, the practices of this Site, or your dealings with this website, please contact us at Infinity CCS, or email to us at info@infinityccs.com.