Helping the FDNY to optimise resources
and save lives

Adding Computerised Triage Software (CTS) into Computer-Aided Dispatch (CAD)was a system upgrade that the FDNY did not take lightly.

The FDNY triage system was established in the 1980s. Dispatchers were instructed on how to ask questions and follow a paper-based system (called Kardex) to determine how critical each medical call was in order to dispatch the correct ambulance.

The FDNY realised improvements could be made with response time, data tracking and dispatch training, as well as accuracy of dispatching the correct resources for each call type.

Download the FDNY Infinity Response case study

Click the FDNY case study below to find out how we implemented New York’s successful 9-1-1 next gen digital technology system.

Solutions

Infinity Efficiency

Infinity Efficency is a suite of tools that combine to empower businesses and teams to design, optimise and run all types of business processes using their existing technology.

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Infinity Response

Trusted by one of the largest and busiest emergency response agencies in the United States. Infinity Response supports emergency services agencies’ ability to rapidly and accurately process calls for police, fire and medical emergency assistance.

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Infinity Reach

Infinity Reach enables healthcare organisations and hospitals to deliver the best patient experiences, convert enquirers into loyal patients, comply with quality targets, and meet strict budget requirements.

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Components

Supercharge your programs with apps, components and integrations

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Workflow

Infinity Workflow gives you the ability to create workflows that guide agents through transactions quickly. Like a satnav, the best route will be calculated based on agent input and customer response.

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Unified Agent Desktop

Equipping agents to successfully serve customers. Infinity’s Unified Agent Desktop solution brings existing data and systems into a single desktop. This removes the need for agents to navigate different systems to find information and provides them with the tools needed to service the customer within one application.

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Analytics

Discover your data, improve business processes and spot opportunities. Infinity Analytics makes connections between multiple data points to tease out business insights and trends that might otherwise remain hidden. The ability to take raw data, crunch it and churn out richer, summarised, cross-referenced data is extremely valuable, enabling people to turn it into insight and opportunity.

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Outbound Performance Management

A proven, cost-effective call centre solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling. Save your contact centre time and money when making a significant number of outbound calls. Non-productive tasks, like manual dialling, are automated, leaving users to concentrate on talking to customers.

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Messaging

Consumers have long since gone digital, and now expect to be able to contact any organisation via whatever channel they like. Using our smartphones to discover products, place orders, make payments, and access customer service is just second nature now. Companies that don’t facilitate this run the risk of seeing their customers defect to competitors that do.

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Self Service

AI helps to make products and services better for customers and more profitable for sellers and providers. Self-service solutions are generally either voice or text-based, however both use similar Natural Language Processing technologies behind the scenes, including speech/text recognition, text-to-speech, and speech-to-text.

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Callmedia

Leverage multiple outbound channels. Create seamless, cross-channel conversations to increase customer satisfaction and eliminate repetition.

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Client successes

Business Process Outsourcing (BPO)

Infinity’s innovative approach built on real customer service challenges and improving the user’s abilities to deliver on customer experience has meant that Infinity has been chosen by five of the largest BPOs in the world.

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Emergency services

A persistent pain point for emergency services is that they cannot write workflows or introduce changes to enhance and optimise response for incoming emergency calls. Infinity has reinvented emergency response by bringing the expertise of the world’s largest and most successful contact centres to emergency services.

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Hospitals

At Infinity, our mission is to empower hospitals and healthcare providers to improve quality of care via telephone and other channels by providing workflow and scripting software that clients can completely customise, without enlisting the IT department.

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Insurance

Boost sales and retention by putting customer experience at the heart of your processes. Infinity has worked with Union Insurance, Post Office Life, Sainsbury’s Bank and AIG. Infinity’s end-to-end solution allows brokers to quote, facilitate, manage and deliver a more transparent service to customers from one end of the lifecycle to the other.

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Utilities

In the energy industry, the product cannot be differentiated, and customer loyalty is essentially non-existent due to the masses of competitors. Customers are enticed by price and kept by service. Infinity’s solutions help energy brokers empower customers with proactive and personalised care.

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Resources

Improve your customer experience and contact center operations with these resources.

Blog

Delivering mutually high standards of quality & performance.

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How technology providers and BPO’s have helped critical organisations during the global pandemic.

How to create a single customer view and the benefits

What healthcare call centers can learn from their commercial counterparts

Infographics

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Component sheets

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Success stories

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Whitepapers

Professional white papers, in-depth case studies and more.

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Video

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Company

About

Learn more about what we do at Infinity, leading provider of software solutions that optimise efficiencies and outcomes for key organisations that require effective dialogue with their constituencies, be they clients or the general public.

Partners

Our trusted partners help us supply the highest level of industry expertise & cutting-edge IT solutions.

Newsroom

News & articles from the Infinity newsroom.

Infinity CCS and Priority Dispatch Sign Joint Venture to Modernise the Emergency Services and Public Safety Markets

Infinity Partners with Connexica

Birmingham Post Business Awards 2019

Careers

Infinity personnel comprise software designers and engineers, project managers, professional service consultants, salespeople, marketeers and administrators.

Office locations

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To arrange a demo of Infinity’s products, or to discuss how they can work for your organisation, please send a form via

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Helping the FDNY to optimise resources and save lives

Adding Computerised Triage Software (CTS) into Computer-Aided Dispatch (CAD)was a system upgrade that the FDNY did not take lightly.

Download the FDNY Infinity Response case study

Infinity Efficiency

Infinity Response

Infinity Reach

Components

Workflow

Unified Agent Desktop

Analytics

Outbound Performance Management

Messaging

Self Service

Callmedia

Business Process Outsourcing (BPO)

Emergency services

Hospitals

Insurance

Utilities

Resources

Blog

Infographics

Component sheets

Success stories

Whitepapers

Video

About

Partners

Newsroom

Careers

Contact us

Request a demo

Helping the FDNY to optimise resources
and save lives