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

Most healthcare providers have multiple sites and multiple touch points in each site. Until recently, patients calling in to make appointments, ask medical queries, or manage claims would be routed to a department in the hospital or clinic. This often meant a member of the clerical or nursing staff would be dealing with patients on the phone at the same time as handling patients face-to-face.

To deliver a more consistent and accessible service for patients, and to streamline the work of on-site staff, around two-thirds now route calls to a dedicated call center, with the fallback option of forwarding calls to hospital staff on the ground if needed. It is estimated that call centers now handle 68% of all patient interactions.

While this is a step forward, most healthcare call centers still operate separate teams in siloes, so a patient has to speak to different people to get things done. This can lead to long wait times, being put on hold, and getting transferred – all things that patients hate.

With today’s shift away from volume-based care towards more personalized, patient-centric care, healthcare call centers need to take a lead from their commercial counterparts by focusing less on transactional and operational KPIs like wait times and AHT, and more on measures of customer value and customer experience.

It’s all about customer expectations

When they deal with other businesses, customers are used to being able to talk to an agent who has all their personal and historical information at hand in the CRM system. They expect agents to not only have that knowledge to hand, but also to use it to proactively suggest solutions and other courses of action. For the business, the goal is to forge an ever-closer and more valuable relationship with the customer.

At the same time, customers have gone digital and mobile, and they expect to be able to use those channels seamlessly to contact businesses and access services. So, as well as the phone, if healthcare providers are to provide patients with the most efficient service possible, they need to be contactable by email, social media, instant messaging, chat, and other digital channels.

Many commercial contact centers have already been through this process with the introduction and expansion of multi-channel and now omnichannel digital customer experience technology.

As a supplier of workflow software for call handling to 9-1-1 centers, healthcare and hospital call centers, and commercial contact centers, we have seen with our own eyes where each could help the other.

Consistency across sites and channels

In our talks with healthcare providers, we’ve found that what they want most is to deliver agent consistency and accuracy across all their sites, departments, and channels.

They want standardized working processes for agents to follow so they can control, measure and improve the patient experience and provide a consistent service. The level of skill or experience of a call-taker, or their ability to use a piece of technology, should never be the difference between delivering great service. While in commercial centers this could be the difference between a sale or not, in healthcare centers the consequences of poor service or bad advice can be much more severe.

As the systems and technologies used by healthcare providers get more complex, staff must be given tools which simplify the job. Desktop workflows formed of multiple screens consisting of single question / answer / information prompts help agents ask the right questions and follow processes correctly. Whether for medical triage, appointment setting, or claims management, all processes can be broken down into simple steps and built into a workflow that offers a positive user experience for the agent, enabling them to quickly and methodically answer queries.

The workflow can provide intelligent guidance during the call by prompting the agent to ask questions and allow them to take actions based on the responses – including assigning priority levels, asking follow-up questions, or dispatching appropriate services.

Having got used to this way of working with commercial contact centers, it was a surprise when we saw one of the largest and busiest healthcare centers in the U.S. still using paper-based scripts to triage incoming calls.

A screen-based system that can automatically move on to the next step depending on what the call-taker inputs saves an enormous amount of time in each call, and improves accuracy, consistency and speed of response. It’s also much easier to update the system and manage version control.

Measure to improve

In commercial contact centers, KPIs will be defined and measured to assess the company’s progress towards its commercial goals. In our experience the use of similar KPIs – analogues of customer satisfaction, NPS (Net Promoter Score), and customer effort – in healthcare organizations is less prevalent.

While there is still too much of a focus on simple, operational KPIs the call center’s analytics suite should be able to provide fast and accurate analysis of data collected during the call process. Indicators such as user performance, Average Call Handling Time, calls by facility, calls by type should be available and presented via configurable graphical interfaces. In the healthcare call center, meeting patient’s healthcare needs is the primary concern.

Up until now, the world’s most agile and powerful call center technology has been used to help people pay bills, get quotes, and shop but it has not routinely been used to power healthcare organization contact centers. When deploying these tool-sets in the world’s largest contact centers we often see productivity gains of up to 20% – imagine how that could transform healthcare call centers and patient outcomes?

For more information, please download our in-depth whitepaper.