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.

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.

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

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…

Ensuring you get the best outcome in every interaction

Infinity’s interaction management software presents frontline staff with everything they need in one window to deliver the right response every time.

Workflow Software for Dialogue Interaction Management

Infinity delivers interaction management solutions for contact centres and BPOs, emergency response centres, and healthcare organisations, that enable them to provide the best experience and deliver the best outcome in every frontline interaction.

Our technology is trusted by many recognised brands:

Infinity’s Software Solutions

Customer Interaction Management software for Contact Centres

Customer Interaction Management for Contact Centres

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.
With Infinity CIM you can build workflows and customer journeys that integrate with and front your CCaaS, CRM and other systems – enabling agents to access information and capture customer data in a single interface.

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Emergency Call Response Management for Emergency Services

Built for police, fire and 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 dispatch solution with accompanying PAI / PDI information.

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Patient Interaction Management for Healthcare Providers

Built for healthcare organisations and 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.

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