Infinity - AI-powered call analytics and conversation intelligence platform

What Is Infinity

Your marketing team just launched a new PPC campaign. The clicks are coming in, the phone is ringing—but here's the million-dollar question: which specific ad, keyword, or channel actually drove those valuable conversations? If you're like most marketers, you're flying partially blind, guessing which efforts are paying off while potentially wasting budget on channels that sound impressive but deliver little ROI.

Now flip to your sales or contact center leader. They're sitting on hundreds of hours of call recordings, manually listening to a tiny fraction of them, hoping to spot coaching opportunities and quality issues. It's like trying to understand the ocean by examining a single cup of water.

This is the challenge Infinity solves. Infinity is an AI-powered call analytics platform that tracks, analyzes, and optimizes your entire phone conversation lifecycle—from the first marketing touchpoint to the final outcome. Instead of wondering which campaigns generate quality calls, you get crystal-clear attribution. Instead of manually screening calls for coaching and compliance, AI does it automatically across 100% of your conversations.

Here's how it works: Infinity assigns unique tracking numbers to your marketing activities, connecting each incoming call directly to the specific ad, keyword, or channel that triggered it. When the call comes in, their Conversation Analytics platform automatically records, transcribes, and analyzes every conversation using AI. Then Smart Match connects the call outcome—revenue, appointments, or other conversions—back to the marketing activity that started the journey.

The results speak for themselves. With a 4.7/5 rating on G2 and over 43 customer case studies, Infinity serves enterprise leaders including Aviva, Sky, Vodafone, NatWest, and Specsavers across more than 75 countries and territories. Their clients have achieved remarkable outcomes: Flight Centre saw a 79% improvement in conversion rates, Pendragon reduced cost-per-acquisition by 64% while growing annual sales by 174%, and ROL Cruise boosted marketing profit by 40%.

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Core Features That Drive Real Results

What makes Infinity different from basic call tracking or simple recording tools? It's the complete lifecycle approach—tracking where your calls come from, understanding what happens during conversations, and connecting outcomes back to your marketing investment. Here's what you can actually use to move the needle.

Call Tracking That Eliminates Guesswork

You can use Infinity's call tracking to finally know exactly which marketing efforts are generating quality conversations. Every campaign, keyword, and channel gets its own unique tracking number, so when a customer calls, you know precisely what brought them there. The Visitor Level Call Tracking goes deeper than basic number rotation—it tracks at the individual visitor level, giving you the granularity to understand not just which campaign worked, but which specific touchpoints mattered.

Integration with Google Analytics means your call data lives right alongside your digital analytics, creating a complete picture of the customer journey from first click to completed call. Multi-channel attribution helps you understand how different channels work together, because in reality, that call might have been prompted by a search ad but influenced by a social campaign they saw earlier.

The ROI is tangible. Flight Centre used call tracking to optimize their marketing mix and achieved a 79% boost in conversions. Hurtigruten generated 400% more qualified leads by cutting spent on underperforming channels and reinvesting in what actually worked.

Conversation Analytics That Listens to Everything

You can use Conversation Analytics to automatically capture and analyze every single call your team handles. No more sampling 2% of calls and hoping you're getting a representative view—AI monitors 100% of conversations, identifying keywords, sentiment, call outcomes, and compliance issues in real time.

Real-time keyword detection alerts you the moment specific topics or concerns arise during calls. The AI Call Summaries feature generates instant post-call recaps with clear intent recognition, so your team doesn't have to listen back to understand what happened. Transcript Search lets you find any conversation instantly by searching for topics, phrases, or outcomes across your entire call history.

The business impact is substantial. Pendragon reduced call friction by 66% by identifying exactly where conversations were breaking down. Flight Centre's sales team closed 44% more deals after using conversation insights to refine their approach. Specsavers achieved a 32% reduction in cost-per-acquisition by optimizing both their marketing spend and their sales conversations.

Smart Match: Connect Revenue to Marketing

You can use Smart Match to automatically identify which calls convert into real business value and trace that value back to the marketing activity that started the journey. This is the fastest way to understand which calls are worth money—whether that's a booked appointment, a closed sale, or a qualified lead passed to sales.

Marketing attribution becomes straightforward: you see not just how many calls came from each channel, but how much revenue each channel generated. Budget optimization recommendations help you shift spend toward the activities that deliver the highest-value conversations.

Smart Outcomes: AI for PPC Excellence

You can use Smart Outcomes to let AI optimize your PPC campaigns based on actual conversation quality, not just click-through rates. The platform identifies industry-specific signals in calls—topics, questions, concerns, and outcomes—that indicate a call is likely to convert. These insights feed directly into your campaign optimization, so you can bid on the calls that actually matter.

Fred. Olsen saw a 37% increase in annual revenue using Smart Outcomes to focus on high-value call signals. ROL Cruise achieved 40% marketing profit growth by letting AI guide their budget allocation toward calls with the strongest conversion potential.

Agent Scorecards: Build a High-Performing Team

You can use Agent Scorecards to create custom performance metrics that matter for your business. Define what success looks like—conversion rate, customer satisfaction, compliance adherence, average handling time—and let AI score every agent automatically. View performance at the individual, team, or company level, with trend analysis that shows improvement over time.

Motorpoint used Agent Scorecards to identify what top performers were doing differently and replicated those behaviors across their team, resulting in significant gains in agent conversion rates.

Data Redaction: Privacy Made Simple

You can use Data Redaction to automatically detect and remove sensitive information from call recordings and transcripts. Payment details, personal identifiers, and other private data get masked instantly, keeping you compliant with GDPR, PCI DSS, and HIPAA without manual review.

Integrations That Fit Your Stack

You can connect Infinity with the tools you already use—Google Analytics, Google Ads, Microsoft Advertising, Meta Ads, major CRM platforms, and leading contact center technologies. With 45+ out-of-the-box integrations and both Reporting and Config APIs, your data flows where it needs to go, whether that's your analytics dashboard, your CRM, or your business intelligence platform.

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Who Is Infinity For

Infinity serves teams across the organization, but you'll get the most value depending on your specific role and challenges. Here's how different teams use the platform.

Marketing Teams

If you struggle to prove which marketing activities actually drive quality leads and revenue, you're not alone. Most marketers can report impressions and clicks, but phone calls—the high-value conversations that often convert—remain a black hole. Infinity's Call Tracking combined with Smart Match eliminates this attribution gap entirely. You see which campaigns, keywords, and channels generate your most valuable conversations, then optimize budget accordingly. Flight Centre's marketing team achieved a 79% conversion improvement by doubling down on what worked and cutting what didn't.

Sales Teams

If you're a sales leader trying to scale team performance without listening to hundreds of hours of calls, you're facing an impossible task. Infinity's Conversation Analytics and Agent Scorecards let you identify what top performers do differently, create training programs based on real evidence, and replicate success across the team. Every call gets analyzed, so coaching is based on data, not guesswork.

Contact Centers

If you're managing a contact center and manually listening to a small sample of calls for quality assurance, you're missing most of the story. Conversation Analytics automates this process at scale—AI monitors every call, flags issues in real time, and surfaces coaching opportunities without requiring your team to listen to recordings. Pendragon reduced call friction by 66% using this approach, while dramatically reducing the time QA teams spent on manual review.

Customer Service Teams

If you want to understand why customers are calling, what frustrates them, and how your team can improve satisfaction, Infinity's call analysis reveals patterns that surveys and CSAT scores alone can't show. Map the customer journey, identify friction points, and connect service performance to outcomes like retention and NPS.

Compliance Teams

If you're responsible for regulatory compliance and currently relying on manual call monitoring to catch issues, you're playing whack-a-mole. Infinity's real-time keyword monitoring and automatic alerting flag potential compliance violations the moment they occur, so you can address issues before they become expensive problems.

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Pricing Plans

Infinity offers transparent, scalable pricing designed to fit teams of different sizes and needs. All plans are billed monthly with no long-term contracts, giving you flexibility as your usage evolves.

Essentials gives you everything needed to get started with call tracking: Visitor Level Call Tracking, Google Analytics integration, Google/Microsoft/Meta Ads integrations, Digital Training Resources, Visitor Trace customer journey mapping, custom goals and channel reports, call recording, missed call alerts, and call revenue tracking. This plan is ideal for teams just beginning to connect phone conversations to marketing performance.

Pro adds the full suite of integrations with 45+ technology partners, the award-winning Customer Success program that helps you maximize platform value, and the Reporting API for custom dashboards and automated workflows. The lower per-call rate ($0.15 vs $0.20) makes this more cost-effective as call volume grows.

Enterprise includes high-volume pricing discounts, customized training programs, a dedicated Solutions Architect, Caller Insight and Contact Centre integrations, and both Reporting and Config APIs for full platform control. VIP support gives you priority access to the Infinity team for complex implementations and strategic guidance.

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Getting Started

Ready to connect your phone conversations to marketing performance? Here's how to get up and running quickly.

Step 1: Create Your Account Sign up at infinitycloud.com and configure your organizational settings. You'll choose your tracking number locations and configure your initial user permissions.

Step 2: Configure Tracking Numbers Select the phone numbers you'll use for tracking. Infinity provides local, toll-free, and international numbers across 75+ countries. Assign numbers to specific campaigns, channels, or keywords based on your tracking strategy.

Step 3: Deploy Tracking Code Add Infinity's tracking script to your website. This enables Visitor Trace, which maps the customer's full digital journey before they call—not just which ad they clicked, but their entire browsing history that led to the conversion.

Step 4: Validate and Launch Test your setup by making a few calls to ensure tracking numbers route correctly, data captures in your dashboard, and integrations flow to your analytics tools.

Minimum requirements: You need a website or landing page where you can embed the tracking code, and active marketing campaigns you want to track. Infinity is cloud-based, so there's no software to install—just API and script integration with your existing properties.

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Frequently Asked Questions