Avaya and Afiniti expand AI in contact center segment


Avaya Holdings Corp has expanded its integration with Afiniti to improve customer experience and contact center performance through new capabilities applying behavioural pairing AI to outbound campaigns and digital customer notifications.

The expansion of Avaya’s partnership with Afiniti, a provider of AI-based behavioral pairing solutions, provides organisations with unique AI and machine learning technology natively integrated in Avaya IX Contact Center solutions, providing outbound contact center capabilities that strengthen 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, adding, “For customers, it is the promise of a more contextual end-to-end service experience that drives greater loyalty and satisfaction. For organisations, 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, adding, “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.”


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