Infinity CCS

Infinity CCS is a provider of intelligent interaction management, workflow, and scripting software for contact centers. Founded in 1998, the company has over 25 years of experience delivering solutions that enhance operational efficiency for organizations in sectors such as healthcare, emergency services, business process outsourcing (BPO), financial services, and insurance across more than 15 countries. The company's leadership team includes Chairman Richard Jephcott and CEO Geoff Land. In November 2023, Infinity CCS was acquired by Dura Software, a move intended to bolster resources and drive further innovation.

The core of Infinity's offering is its low-code platform, Maestro, which enables businesses to create unified agent desktops, workflows, and scripts. This technology consolidates necessary information into a single interface, empowering agents to handle complex customer interactions accurately and efficiently without switching between multiple systems. The platform is designed to integrate with existing CRM and CCaaS systems, featuring agent guidance, AI-powered training tools, and automated outbound dialing to improve customer experience and agent productivity. Key clients include emergency services like Priority Dispatch and the FDNY, which use the software for critical call handling and dispatch.

Infinity CCS operates on a Software-as-a-Service (SaaS) business model, generating revenue through subscriptions to its platform. The company also offers a pay-as-you-go pricing model to provide clients with flexibility and cost-effectiveness by aligning expenditures with actual usage. Revenue is supplemented by professional services for implementation, integration, and bespoke development.

Keywords: interaction management, contact center software, agent guidance, low-code platform, workflow automation, SaaS, customer experience, BPO solutions, emergency response, unified agent desktop