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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Today’s customer-centric start-ups like Uber and Airbnb have set a new standard by giving their users frictionless buying experiences on their favourite digital devices.

Consumers expect similar kinds of experiences from all the brands they interact with. Yet most brands are legacy companies with large, expensive technology infrastructure that’s not up to the task.

According to a survey by Ovum, nearly half (47%) of customer service managers rate outdated technology as their toughest challenge in delivering great service.

The challenge of keeping up with customer expectations

Across many industries there is little distinction between competitors’ products and services, so CX has become a critical competitive differentiator.

At the same time, new customer communications channels are emerging. Adding and managing these channels in an integrated manner is a complex task.

The growing expectations of CX, combined with new channels, demand that companies deliver what customers want and communicate with them in the manner they wish.

The joined-up business

A contact centre’s processes, technologies, staff, and data must be all aligned. The appropriate technology system, business process, and customer transaction data all need to be immediately available to whatever member of staff (or automated system) is managing a given customer interaction, transaction, or relationship.

The benefits of workflow

Most business processes and customer interactions can be broken down into simple steps. Agents can be guided through these in a flexible manner by workflow software that is able to re-route when necessary.

With a robust workflow in place, the result is faster, more accurate customer interactions and less hold time. These benefits can be brought to any channel and draw upon whatever data sources, systems or processes are required for the agent to get the job done. Everything the agent needs is presented to them on-screen exactly when they need it.

The critical point is that while this requires systems and data sources to be integrated, they do not have to each be integrated with one another individually. Instead, everything can be pulled into the agent desktop via the workflow using APIs (Application Program Interfaces).

This vastly simplifies the process of integrating multiple legacy systems because they don’t have to ‘talk’ to one another, just to the workflow.

Be flexible like a start-up

A start-up can be nimble and rapidly make changes to products, services, systems and processes in response to commercial opportunities and customer feedback. For the most part, legacy competitors lack this ability and so their lunch eventually gets eaten by their smarter competitors.

The use of workflow software brings this ability to all companies, no matter how many disparate systems they employ or how old their software and infrastructure is. Best-in-class workflow software can even remove the IT team from the loop altogether and enable operations to create and modify their own workflows and processes with a drag-and-drop user interface.

Optimisation also requires a joined-up operation, as analytics is only useful for performance improvement if it takes in the whole picture. Data collection is easier if there is a central point at which most events occur.

Some practical steps to get started

Whether they are written down, memorised by staff, stored in an Excel sheet, or managed with BPMS software, your organisation has processes for different types of interactions and transactions.

Reviewing these and mapping them all is a good place to start. Trim the fat and ensure that each process is as lean as possible, with the fewest steps, and remove processes that are unnecessary or outdated.

Once workflow software is installed and integrated with your systems, these process maps can be turned into individual workflows that call upon those applications when needed.

Finally, hook your data collection and analytics packages up to the workflow system and decide what quantitative, qualitative and ad-hoc data you would like to capture for analysis. Use this information to identify further efficiencies in your processes, eliminate unnecessary or confusing processes, and add new ones as you uncover new opportunities.

For more information read more about Infinity’s Workflow here.