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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When it comes to reaching customers, meeting their needs, and solving their problems, technology today can do almost anything that even the most imaginative customer experience executive could want.

In the real world, however, there are budgets, customers, culture, and staff to act as a drag on our lofty ambitions.

Over ten years after the Global Financial Crisis, most companies are still mindful of making large investments, and so legacy systems which cannot be replaced must be wrung for the last drop of value. While customers’ expectations are higher than ever, they are still putting up with poor service from the likes of utilities and telcos. Front line staff also find it difficult to adapt to the multi-skilled nature of their new work and cope with digital information overload.

The truth is that – two decades into the digital revolution – for most important interactions, most people still pick up the phone and call the company. While consumers have taken to social media, facetime and other new communication technologies in their personal lives, they are currently not able to interact with most companies using these tools.

This means there exists an opportunity for any company looking to go beyond the basics to gain a leap on its competition. Below are some of the practical steps that companies can take right now to steal a march.

Forget chatbots, let AI loose on your data

Machine learning is the AI technology behind advanced analytics that seeks to derive commercial insight from the huge sets of data now routinely handled by contact centres.

Analytics can give companies valuable information about customer and product cycles, and pinpoint service issues before they arise, so proactive steps can be taken. At the level of individual customers engagement, analytics and speech analytics can help predict customer behaviour and define personalised solutions and offers that boost loyalty and satisfaction.

The other main use for AI that contact centre and customer experience executives should be looking at is the automation of routine and laborious tasks. Robotic Process Automation (RPA) encompasses a whole range of AI technologies that can automate back office processes like data capture, writing and sending emails, running reports, processing orders and payments, and managing case files.

Tag and collate data to deliver omnichannel

The real key to unlocking all the benefits of the digital customer experience revolution is that everything must appear seamless from the customer’s point of view. In a multichannel or omni-channel environment this means that when a customer switches channels, they shouldn’t have to repeat themselves or be transferred between departments.

The ability to take a process – generating a custom quote for example – which must run through numerous customer-facing, back office, and partner integrated systems and have it run seamlessly, is not just a benefit for customer experience, it is also a great cost saver.

This boils down to having a data structure in place where every piece of information about a given customer is accessible by everyone who needs it, when they need it. All data must be pulled together into a central location, or all the bits and pieces of data gathered by different siloes and touchpoints must be tagged and linked so that the data set is interrogable.

From a technical point of view, it doesn’t matter which of those two options you choose, or what technologies your databases are running. It’s important that customer-facing or decision-making individuals in the organisation can, at the touch of a button, see everything your whole company knows about a given customer or prospect.

Eliminate siloes by giving agents everything they need in one place

Most companies use a combination of proprietary software, off-the-shelf vertical applications, and other off-the-shelf or legacy software for CRM, marketing, invoicing and other back office processes.

Adding digital channels – in a seamless manner that eliminates data and process siloes – adds another layer of complexity to this picture.

The most difficult part being able to leverage this technology across the business, however, is getting it all to work together. For us that means putting the customer-facing agent (or the automated systems with which customers interact) at the centre of the operation and building out from there.

The place to bring together all the data and systems that human agents need to seamlessly manage interactions across multiple channels is in their desktop application, which provides them with a single user interface for almost anything they need to be able to do.

All applications used in fulfilling business processes are integrated with the agent desktop and workflow software. This means that, using a single interface, agents can generate quotes, manage documentation, follow up and close sales, set appointments, make cold calls, manage the onboarding process, chase up renewals – using whatever digital channel they like, with all customer and product data at their fingertips.

Departmental and channel siloes are eliminated as data is made available in the desktop regardless of where it is stored. Legacy systems are also given a new lease of life and can work together, with new digital channels like chat and instant messaging, and with external systems. In our experience companies that eliminate siloes in this way experience productivity improvements, sometimes of 20% or more.

Read the published article here.