Avaya Contact Center Enhanced with Afiniti Integration

Avaya‘s integration with Afiniti is expanding with new contact center capabilities, applying AI to outbound campaigns and digital customer notifications.

Avaya says the integration provides organizations with 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 include: improved customer satisfaction; better efficiency and control; reduced outbound costs and complexity; and improved agent performance.

Avaya’s Karen Hardy

“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 [text messaging], email and phone-based marketing and communications strategies that truly engage their customers with the right information at the right time,” said Karen Hardy, Avaya’s vice president of product marketing. “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 Brent Kelly, principal analyst at KelCor. “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 also is strengthening its Avaya IX Workspaces desktop solutions with enhanced capabilities designed to bolster agent performance for both inbound and outbound contact center engagement. Agents are provided with a unified agent desktop to handle digital inbound voice and non-voice interactions and outbound interactions.