Blog
Driving interaction management standards in contact centres, emergency services, and healthcare.
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.
Infinity partners
Our trusted partners help us supply the highest level of
industry expertise & cutting-edge dialogue management solutions.
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…
Get in touch with Infinity
With customers across three continents, there’s a high chance
that we speak your language.
