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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Before AI took its crown, the most hyped technology revolution of recent years was the cloud. We all know the benefits that cloud solutions can bring to our organisations; scalability, low cost of ownership, low to no maintenance, easy integration and greater geographical and operational flexibility. But that doesn’t mean that the cloud is the best solution for every company.

For most companies, the benefits of cloud are often worth the trade-off against its potential weaknesses, which can include vendor lock-in, limited customisability and lack of final ownership. On the other hand, for those with data security and sovereignty issues, the cloud might not be an option at all. Most of us also have expensive legacy systems that cannot be replaced – at least not yet – but which do need to work with other systems.

For all these reasons, few companies put everything including the kitchen sink in the cloud, despite having the option to do so. A combination of cloud, legacy, and traditionally delivered software is usually the best mix.

Combining the cloud, hosted and on-site to maximise benefits

Looking in turn at each of the main business benefits of cloud adoption, we can see that there are other ways to access them, and that combining our options will usually give the best results.


Even if you host a piece of software on a private cloud, you can still burst to a public cloud on demand if you need to increase capacity or expand geographically.

This is an option even if your software needs something to be installed on the user’s local device. In fact, for reasons to do with security, privacy and richness of functionality many solutions we would call ‘pure cloud’ require a local install anyway.

If you are a single site business, then even a traditional client terminal and local server software solution can be scaled up and down quickly. Add a fast, private data connection and multiple sites can be serviced too.


Getting different software solutions to play well with one another can be a problem, but with the growth of APIs, this has been simplified and applies to traditional software, not just cloud.

Compatibility depends on what you’re trying to integrate with what. While cloud offerings have pre-integrations with popular systems, the flipside of the coin is that the vendor has such a level of control that they can choose not to support an integration you need and there’s little you can do about it.


The issue of up-front purchase costs and total cost of ownership is always going to be important for any business. For businesses with a full bank account and a clear business plan for the next ten years, it’s going to be much less expensive to buy whatever they need outright.

Those that keep a tighter rein on capital expenditure or want the option to switch in a few years, would be better suited with a per-seat or per-license rental model.

If buying a system outright isn’t your preferred option, then many vendors of privately hosted or on-site software offer low or no-capex payment models and flexible options to pay only for what you use in terms of seats and licenses, sometimes billable in units as small as per minute.


There is a school of thought that says it’s the responsibility of your software vendor to maintain and update code and build new features – it is not down to your IT department to hire coders to conduct these tasks.

However, having in-house coding capability is not a bad thing. Even if a lot of your solutions are in the cloud, it’s useful for integration, for quickly building custom plugins and for rapid prototyping – things that are beyond the normal remit of your software vendor.

Yes, you do want frontline and operational staff to have the ability to customise the software they use, or set up new campaigns, workflows and even integrations quickly without coding – but to be truly innovative, break the mould, and differentiate yourself in a crowded market, custom code will be needed.

After all, if you and your competitors are all using the same handful of software vendors, none of you are likely to stand out and so your margins will be eroded as you have to compete on price rather than the quality of your products, service and customer experience.


Even if your organisation buys software outright, it doesn’t mean that you just install it and allow it to ossify and become obsolete. Most traditional enterprise software vendors will sign a contract for maintenance, bug fixing, custom integrations and annual or bi-annual upgrades, including security patching.

While there is often greater flexibility for deployment with a cloud solution, it’s not always easier to make changes, integrate it with other systems, or to get it to do something new.

In truth, some cloud solutions can be as inflexible as on-site ones. The platform owner, be it Amazon, Salesforce, or the provider of some niche SaaS platform, builds a product to cover the generic needs of a broad range of customers.

What you need might fall nicely into the range of things the platform does, but it’s unlikely it will offer everything you would want in an ideal world.

Final word

Many IT leaders thought that the cloud made them more agile but are now discovering that proprietary systems limit their ability to innovate and drive business growth. Issues range from poor platform performance to maintenance difficulties to outdated business-user tools.

But as we have seen, cloud is not the only way. We are seeing businesses increasingly adopt a mixture of cloud and hosted environments. This is leading to a lot more flexibility in vendor selection as companies choose to explore and experiment with mixed solutions.