What Infinit.cx does

Infinit.cx GmbH is a Munich-headquartered Customer Experience (CX) consulting and system integration firm serving primarily large enterprises in the DACH region (Germany, Austria, Switzerland) and select Central/Southeastern European markets. Founded in 1982 and operating independently since a 2019 management buyout, the company delivers end-to-end CX transformation services spanning strategy, operating model design, platform implementation, and ongoing support. It operates through four specialized practices: Genesys (Premium Partner with 20+ years experience implementing Genesys Cloud CX across Europe), Sprinklr (claims largest implementation partner in Europe for Unified CXM), AI & Data (cross-platform Agentic AI and conversational AI deployment using Parloa and Cognigy), and Advisory. An innovation arm called futurelab develops forward-looking CX use cases and co-creation workshops.

The underlying technology stack consists of partner platforms (Genesys Cloud CX, Sprinklr Unified CX, Parloa, Cognigy) extended by proprietary Genesys AppFoundry add-ons (Microsoft Teams Sync, Cloud Gateway, Reporting & Monitoring, Server Solutions & Desktop Helper) and a proprietary AI Operating Model framework for transitioning AI from pilot to production. Supporting infrastructure includes AWS-powered European Sovereign Cloud deployments for regulated workloads and certifications under ITIL, ISO 9001:2015, ISO 27001, GDPR, EU AI Act, and BaFin where applicable.

The business model is a mix of professional services (CX consulting, implementation, training), managed services (24/7 Support & Operations under ITIL/ISO), and modest recurring revenue from proprietary software add-ons sold through the Genesys AppFoundry marketplace. Go-to-market is enterprise field sales with a dedicated Head of Sales and Senior Manager Strategic Relations, supplemented by a dense multi-tier partner ecosystem (technology, implementation, advisory, and industry associations), and demand generation through owned events (dialog.konferenz series, boXenstopp) and major industry conferences. Customer relationships frequently span 10+ years, and the firm reports a Net Promoter Score of 54 on client engagements. No external funding or institutional investor backing is disclosed.

Name

Infinit.cx

Legal name

infinit.cx GmbH

Website

https://infinit.cx

Company type

Private

Founded year

1982

Operating status

Operating

Headcount range

51–100 employees

Short description

Infinit.cx is a Munich-based CX consulting and system integration firm that designs, implements, and operates enterprise customer experience platforms — primarily Genesys Cloud CX and Sprinklr — for large organizations across the DACH region and select European markets, with growing emphasis on Agentic AI and conversational AI deployment.

Ownership category

akta.pro rank

Product category

Customer Experience Consulting & System Integration

NAICS

Computer Systems Design Services (541512), Management Consulting Services (54161), Custom Computer Programming Services (541511)

SIC

Services-Management Consulting Services (8742), Services-Computer Integrated Systems Design (7373), Services-Computer Programming Services (7371)

akta.pro primary industry

Customer Experience (CX) & Digital Experience (BPAHAEAC)

akta.pro secondary industries

Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ), Customer Experience (CX) & Service Excellence (EDABACAB), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)

Keywords

• Customer experience consulting
• Contact center implementation
• Conversational AI services
• Omnichannel CX platforms
• CCaaS system integration

Headquarters

HQ city

Munich

HQ country

Germany

HQ region

Europe

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. CX Consulting & Advisory Services: Strategic consulting including CX strategy & roadmap, CX Operating Model design, change & success management, customer feedback management, and technology selection & architecture. Advisory services powered by futurelab covering visionary guidance, co-creation, and workshops.
2. Implementation & Integration Services: Deployment of Genesys Cloud CX, Sprinklr Unified CX, Parloa, and Cognigy platforms. Includes software development & add-ons, use-case blueprints, training & coaching, data protection compliance, and agile PM & implementation services.
3. Support & Operations: Ongoing operational support for client solutions including 24/7 flexible support, German and English language delivery, product-certified staff, integrated project-support collaboration, individualized SLAs. Certified under ITIL, ISO 9001:2015, ISO 27001.
4. Training & Enablement: Hackathons, bootcamps (e.g., Genesys AI Bootcamp), training, coaching, and mentoring programs for client teams.
5. Software Licenses & Add-ons: Genesys AppFoundry applications including Server Solutions & Desktop Helper, Microsoft Teams Sync, Cloud Gateway, and proprietary Reporting & Monitoring tools.

Go-to-market motion3 records

Distribution channels4 records

Marketing channels6 records

Core offering

Infinit.cx is a CX consulting and systems integration firm that designs, implements and operates enterprise customer experience platforms on Genesys Cloud CX, Sprinklr Unified CXM, Parloa and Cognigy. Service lines span CX strategy and roadmap, operating model design, technology selection, software development and proprietary AppFoundry add-ons, as well as 24/7 managed support and training. The firm also runs futurelab, an innovation hub for co-creation of CX use cases, and specializes in scaling Agentic AI from pilot to production.

Product overview

Infinit.cx is a services and consulting company (not a software product vendor) offering strategic and technical CX solutions from vision to implementation. Their portfolio is organized into practices: Genesys Practice (premium partner with 20+ years implementing Genesys Cloud CX), Sprinklr Practice (largest Sprinklr implementation partner in Europe), AI & Data Practice (Agentic AI across platforms), and Advisory Practice. They also operate futurelab as an innovation hub. Services include CX strategy, operating model design, technology selection, software development and add-ons (Server Solutions, Microsoft Teams Sync, Cloud Gateway, Reporting & Monitoring), training, and Support & Operations. They implement platforms from Genesys, Sprinklr, Parloa, and Cognigy with a cross-cutting AI & Data Practice for automation, agent empowerment, and intelligent routing.

Differentiator

Problem solved

Functional benefit

Brands

• futurelab: The innovation hub of infinit.cx - focuses on transforming insights into impact for customers through visionary guidance, co-creation, events, and workshops.

Products and services

• Genesys Practice Specialized implementation and optimization of the Genesys Cloud CX platform for European enterprises, including AI-everywhere architecture, Predictive Omnichannel Routing, predictive engagement, and migration from legacy contact center platforms. Backed by 20+ years of Genesys Premium Partner experience.
• Sprinklr Practice Unified Customer Experience Management implementation practice covering CCaaS, Social Listening, case management and digital-first customer service across 30+ channels. infinit.cx is the largest Sprinklr implementation partner in Europe.
• AI & Data Practice Cross-cutting practice implementing Agentic AI, automation, agent empowerment, intelligent routing, data-based persona optimization and system integration using Genesys, Sprinklr, Parloa and Cognigy platforms, with monitoring and governance frameworks for production deployments.
• Advisory Practice Strategic consulting covering target vision, CX operating model design, technology selection and architecture, change and success management, and CX implementation support for enterprises transforming their customer experience operations.
• futurelab Innovation Hub Innovation hub that translates CX insights into measurable impact for clients through visionary guidance, co-creation events and workshops that identify trends and develop use cases for CX innovation.
• Customer Feedback Management Implementation of Voice of Customer programs using Sprinklr Customer Feedback Management and AI-powered analytics to collect, analyze and act on customer feedback across channels, with root-cause analysis for recurring complaints.
• Software Development & Add-ons Custom software development extending partner platforms including proprietary Genesys AppFoundry add-ons: Server Solutions & Desktop Helper, Microsoft Teams Sync, Cloud Gateway, and Reporting & Monitoring tools.
• Support & Operations 24/7 managed support for client CX platforms including German and English language delivery, product-certified staff, integrated project-support collaboration, and individualized SLAs, operating under ITIL, ISO 9001:2015 and ISO 27001 certifications.
• Agentic AI Implementation Implementation of autonomous AI agents that independently resolve customer issues using Genesys AVA, Parloa and Cognigy platforms, supported by the firm's proprietary AI Operating Model framework and production-grade monitoring and governance.
• Training, Coaching & Mentoring Enablement programs including Genesys AI Bootcamps, hackathons, workshops and ongoing coaching to upskill client teams adopting CX, Genesys, Sprinklr and AI technologies.

Quantifiable outcome

• 68% increase in sales, 29% revenue increase, 23% reduction in support requests for IONOS using Genesys Cloud Predictive Engagement
• +4 more outcomes

Named customers24 records

Segments5 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration6 records

AI capability11 records

Feature5 records

Partnerships

25 partnerships are on record, tiered core, enablement, services, advisory and network.

• GenesyscoreTechnology or IntegrationGenesys is a leading Cloud CX and Contact Center platform provider. infinit.cx is a Genesys Premium Partner with 20+ years of experience, handling large and complex Genesys Cloud CX implementations in Europe. The partnership encompasses pre-sales, implementation, training, support, and co-developed solutions (Genesys AppFoundry add-ons).
• SprinklrcoreTechnology or IntegrationSprinklr is a Unified CXM platform managing customer experiences across 30+ digital channels. infinit.cx claims to be the largest Sprinklr implementation partner in Europe, offering comprehensive services from CCaaS to Social Listening across diverse industries.
• ParloacoreTechnology or IntegrationParloa automates customer service with natural AI, enabling companies to resolve customer inquiries efficiently and personally across all channels. infinit.cx implements Parloa's AI platform, including Agentic AI, and has co-developed pre-configured energy market use cases with Parloa.
• CognigycoreTechnology or IntegrationCognigy is a market leader in Enterprise Conversational AI, enabling automation of customer service through intelligent, scalable AI agents. infinit.cx implements Cognigy's platform and co-hosts webinars and events showcasing Cognigy's capabilities.
• AudioCodesenablementTechnology or IntegrationAudioCodes provides advanced communication software and products for the digital workplace, enabling seamless voice and AI integrations in CX environments.
• AWS (Amazon Web Services)enablementTechnology or IntegrationAWS is the world's most comprehensive cloud platform with 200+ services supporting enterprise innovation and global scaling. AWS provides the cloud infrastructure underpinning infinit.cx's Genesys European Sovereign Cloud deployments.
• BlackchairenablementTechnology or IntegrationBlackchair optimizes CX migrations and management, offering auditing and configuration management for leading CCaaS platforms including Genesys.
• CyaraenablementTechnology or IntegrationCyara offers an automated CX Assurance platform helping enterprises guarantee error-free customer experiences by automating interaction testing.
• IBMenablementTechnology or IntegrationIBM is a global technology and innovation leader providing hybrid cloud and AI solutions supporting enterprise digital transformation.
• AlcasysservicesImplementation/ SI/ Consulting PartnerAlcasys develops tailored communication solutions for contact centers and enterprises to sustainably improve customer service efficiency and accessibility.
• CodelabservicesImplementation/ SI/ Consulting PartnerCodelab is a partner for software development and digital products, with expertise in IoT and Embedded Systems supporting industries such as Automotive and Avionics in digitalization.
• InfosysservicesImplementation/ SI/ Consulting PartnerInfosys is a global leader in digital services and consulting, navigating customers in 50+ countries through their digital transformation with AI-powered solutions.
• TietoevryservicesImplementation/ SI/ Consulting PartnerTietoevry is a leading Nordic technology company offering digital services, software, and cloud solutions for enterprises and society.
• CrystalTechservicesImplementation/ SI/ Consulting PartnerCrystalTech is a technology partner for web/app development and AI, supporting companies with IT consulting and automation solutions for technological scaling.
• DIA (DIA Digital Consulting)servicesImplementation/ SI/ Consulting PartnerDIA is a leading Salesforce consultant in the DACH region, accompanying companies on digital transformation toward sustainable, intelligent business models.
• Tech MahindraservicesImplementation/ SI/ Consulting PartnerTech Mahindra offers innovative digital transformation and consulting services, connecting technology with customer-oriented experiences for globally operating enterprises.
• AccentureadvisoryStrategic or Co-development PartnerAccenture is a global strategy, consulting, and technology services provider helping clients create real value through innovation and digital transformation.
• McKinsey & CompanyadvisoryStrategic or Co-development PartnerMcKinsey is a world-leading top management consultancy supporting organizations in achieving significant performance improvements and sustainable growth.
• b.telligentadvisoryStrategic or Co-development Partnerb.telligent is a data and analytics consultancy helping companies use data intelligently to optimize processes and strengthen customer relationships.
• ViyemaadvisoryStrategic or Co-development PartnerViyema is a management consultancy for market and corporate change, offering strategy, process, and digitalization consulting for sustainable business success.
• BitkomnetworkGTM or Marketing PartnerBitkom is Germany's digital association representing over 2,200 digital economy companies, advocating for digitalization of business, society, and government, and a strong digital location in Germany.
• BVMW (Bundesverband der Mittelständischen Wirtschaft)networkGTM or Marketing PartnerBVMW is Germany's largest politically independent and cross-industry interest representation for SMEs, networking companies, providing political support, and fostering exchange through numerous events.
• CCV (Customer Service & Call Center Verband Deutschland e.V.)networkGTM or Marketing PartnerCCV is the voice of the call center industry in Germany, representing the interests of service providers and in-house units and promoting quality and image of customer dialogue.
• i-CEM (Institut für Customer Experience Management)networkGTM or Marketing Partneri-CEM is a leading institute for Customer Experience Management offering practical knowledge, certifications, and networking for CX professionals to holistically optimize customer experiences and promote service excellence.
• Senat der WirtschaftnetworkGTM or Marketing PartnerThe Senat der Wirtschaft advocates for an eco-social market economy and ethical entrepreneurship, fostering dialogue between business, politics, and society to address future challenges in the interest of the common good.

Scale indicators9 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• TTEC: Global CX technology and services company offering Genesys-based CCaaS implementations and managed customer experience operations; competes with infinit.cx on enterprise platform deployments and BPO engagements in EMEA.
• Tech Mahindra: Global IT services and consulting firm listed as a strategic implementation partner; competes with infinit.cx for large enterprise CX and AI transformation deals across Europe and globally.
• Teleperformance: Worldwide leader in outsourced customer experience management with significant CX consulting and platform integration capabilities; competes on large multinational CX transformation mandates overlapping with infinit.cx's European enterprise base.
• Concentrix: Global customer experience services and technology provider with deep Genesys and Sprinklr implementation practice; competes with infinit.cx for enterprise CX transformation and managed services engagements across Europe.
• Foundever: Global CX and customer management solutions provider (formerly Sitel/nexteam); overlaps with infinit.cx on end-to-end CCaaS platform design, deployment, and managed customer experience operations.

Emerging players

• West Monroe Partners: US-headquartered management and technology consultancy with a customer experience practice; comparable in advising enterprises on CX strategy, operating model, and platform implementations, though focused primarily on North American clients.

Direct peers

• b.telligent: Munich-based data and analytics consultancy listed as a strategic/advisory partner of infinit.cx; comparable as a DACH-headquartered specialist working at the intersection of customer analytics and CX transformation projects.
• DIA Digital Consulting: DACH-based Salesforce and digital transformation consultancy listed as an implementation partner; comparable as a regional specialist delivering customer experience platform implementations for mid-market and enterprise clients.
• Alcasys: German contact-center and communications solutions provider listed as an implementation partner; comparable as a DACH-focused specialist delivering tailored communication and customer service solutions to enterprise customers.
• Tietoevry: Nordic digital services company explicitly listed as an implementation/SI partner of infinit.cx; comparable in building customer experience platforms on Genesys/Sprinklr for European enterprise clients.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks7 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/@infinit.cx-group
• LinkedInlinkedin.com/company/infinit-cx-gmbh
• Xx.com/infinITcx
• Facebookfacebook.com/infinit.cx

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles22 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Infinit.cx