Avaya to further exploit Afiniti's Enterprise Behavioral Pairing tech for contact center operations

Avaya Holdings Corp., the NYSE-listed company that provides solutions to enhance and simplify communications and collaboration, has expanded its integration with Afiniti to improve customer experience and contact center performance through new capabilities applying behavioral pairing AI to outbound campaigns and digital customer notifications.

Afiniti Enterprise Behavioral Pairing discovers and predicts patterns of interpersonal behavior to optimally pair customers with agents. With over 90 patents, Afiniti’s technology examines data and commercially available information tied to customer identity to determine patterns of successful behavioral interactions and applies these patterns in real time to drive improvements in health, enterprise profitability, and customer satisfaction. Afiniti is a charter member of A.I.Connect, an Avaya-led initiative that brings together an extensive ecosystem of innovators and developers taking an active part in building AI-driven solutions. A.I.Connect is leading the acceleration of integrating AI solutions in the contact center and unified communications solutions.

The expansion of Avaya’s partnership with Afiniti aims to provide its customers with outbound contact center capabilities that strengthen its customer experience and agent productivity.

“Building on our integration of Afiniti enterprise behavioral pairing into Avaya IX Contact Center, we are now enabling users to differentiate their brand experience with innovative SMS, email and phone based marketing and communications strategies that truly engage their customers with the right information at the right time,” said Karen Hardy, Vice President, product marketing, Avaya. “For customers, it is the promise of a more contextual end-to-end service experience that drives greater loyalty and satisfaction. For organizations, they can see increased revenue through improved conversion rates, improved agent satisfaction and reduced costs through improved business processes.”

“Native integration between Avaya and Afiniti simplifies the deployment of behavioral pairing technology, which matches the customer with the contact center agent most likely to deliver the best customer experience and desired outcome,” said Dr. E. Brent Kelly, Principal Analyst, KelCor, Inc. “This deeper integration allows Avaya’s contact center customers to deploy Afiniti AI technology without disrupting contact center operations while enabling them to achieve measurable benefits whether it be for cost reduction, higher conversions, better retention, more first call resolutions, or other desirable contact center metric improvements.”