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Avaya and Afiniti Expand Partnership


The expansion of Avaya’s partnership with Afiniti provides organizations with unique AI and machine learning technology
Avaya 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.
The expansion of Avaya’s partnership with Afiniti,the world’s leading provider of AI-based behavioral pairing solutions, provides organizations 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.

The benefits of further integrating Afiniti Enterprise Behavioral Pairing into Avaya IX Contact Center solutions for outbound customer engagement include improved customer satisfaction, increased revenues, better efficiency and control, reduced outbound costs and complexity and improved agent performance.

“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.”

Afiniti Enterprise Behavioral Pairing discovers and predicts patterns of interpersonal behavior to optimally pair customers with agents. 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.

“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.”

Avaya IX Contact Center can now deliver AI-enhanced, proactive outreach and outbound applications for every stage of the customer engagement journey.

Avaya has also strengthened Avaya IX Workspaces desktop solutions with enhanced capabilities to bolster agent performance for both inbound and outbound contact center engagement. With the integration of enhanced workspace desktop solutions as part of the Avaya IX Contact Center platform, agents are empowered and fully contextually aware with a unified agent desktop to handle digital inbound voice and non-voice interactions and outbound interactions¬–preview, progressive and predictive–to monitor and manage the full customer journey all from a single, intuitive user interface.


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