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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Get in touch with Infinity

What would you do to avoid losing £5.11 billion a year? According to Contact Babel, that’s how much it costs UK contact centres when their agents spend time navigating between applications during calls.

Not only is it costly in terms of money, all that dead time on hold while the agent is “just bringing up your records” is hugely frustrating for customers, and employees too.

The technology to solve the problem has existed for a while, yet many companies still operate without a unified agent desktop environment.

Reduce the pain for your customers

As most now count customer experience as a huge competitive differentiator, the contact centre takes on new strategic importance. Bad service, in this context, means far more than just a sale or customer lost. Customers find it frustrating when they get transferred between departments, need a call back, or must wait on hold.

To deliver what customers want, it is important that the right technology system, business process, and customer transaction data are all available to an agent (or automated system) at the right time during a customer interaction.

With an agent desktop environment, instead of logging in to multiple systems, all the information that the agent needs are presented to them in a single user interface.

Increase efficiencies without putting your agents in a box

Workflow software can guide agents through multiple processes in an intelligent manner, where the next step presented follows logically from the responses already gathered. In the workflow interface, appropriate data and tools are also presented to agents when needed, rather than them having to look for them or switch applications.

The results are faster, more accurate customer interactions, less hold time, fewer call backs, and no need to transfer customers between different teams.

Make life easier for your agents too

A recent Gartner study revealed that only 16% of agents said their desktop tools were adequate to do their job. Poor performing contact centres have high agent attrition rates, and a major reason for that is job dissatisfaction.

High turnover costs the contact centre industry £1.1 billion according to research by Blue Sky Consulting, given the costs of recruiting and training replacement staff. Providing agents with the tools to do their job efficiently is the minimum commitment they expect from you.

Better, richer, real-time data

When agents have a single user interface for all the applications and databases that they need to access, that centralised system can also act as a universal data collection point.

Not only can all data relating to a customer be presented to the agent, all relevant data can also be captured and stored. This level of transparency can bring a new layer of richness to BI and reporting, helping agents, team leaders and managers make better and faster decisions.

Make omni-channel simple

Delivering omni-channel generally requires the elimination of data, operational, and channel siloes so that customers can seamlessly move between channels and receive the same level of service. This should be uninterrupted so that an interaction started on one channel can be picked up on another.

Previously this would have required integrating all the contact centre’s applications, databases and channels with each other. However, these can be integrated via the desktop using APIs (Application Program Interfaces). This vastly simplifies the process of integrating multiple systems because they don’t have to ‘talk’ to one another, just to the desktop or workflow.

The desktop and workflow software acts as a central point of control, allowing data to be drawn into it from multiple siloes and systems, and for the agent to input data back into those systems.

In our experience companies deploying desktop and workflow solutions in their contact centres on average see a 20% boost in productivity. This is why we’re even seeing this technology deployed in emergency command centres (i.e. 999 and 911 centres) where just improving call response time by seconds can make the difference between life and death.

Read the published article here.