EDITOR’S QUESTION
HOW CAN ARTIFICIAL
INTELLIGENCE
BECOME AN EFFECTIVE
TRANSFORMATIONAL
TOOL FOR
ENTERPRISES?
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A
vaya Holdings Corp, a provider of
contact centre solutions, and Afiniti,
a provider of AI-based behavioural
pairing solutions, have announced a
strategic partnership to improve enterprise
customer experience and contact centre
performance through an integration of
artificial intelligence (AI) into contact centre
routing technology.
This first-of-its-kind collaboration will natively
integrate Afiniti Enterprise Behavioural
Pairing with Avaya Contact Center platform
on which enterprise customers depend for
reliability at scale.
Afiniti Enterprise Behavioural Pairing
discovers and predicts patterns of
interpersonal behaviour 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 behavioural interactions
and applies these patterns in real time to
drive improvements in health, enterprise
profitability and customer satisfaction.
“Every enterprise is looking to get more
out of their contact centre, and AI is
the next major shift in the way contact
centres operate,” said Jim Chirico, Avaya
President and CEO. “Working with Afiniti
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provides a unique, proven AI offering, and
is another example of Avaya investing
in transformative technologies to deliver
unparalleled contact centre performance to
companies around the world.”
“This partnership highlights the shift in the
communications and collaboration market
places towards AI and machine learning
technologies as a transformational tool for
large enterprises,” said Zia Chishti, Afiniti
CEO and Founder.
“Afiniti’s AI is helping save lives and
delivering billions of dollars in profitability
to our global clients. Our new partnership
and native integration with Avaya will
accelerate the pace at which our joint clients
will drive precisely measurable value to their
shareholders and customers.”
Optimising interactions between customers
and agents leads to greater satisfaction
and loyalty, improved quality of life and
enhanced revenue and profitability. IDC
estimates that the worldwide value of
revenue and cost transactions flowing
through the contact centre in 2018
will be approximately US$5 trillion,
reflecting opportunities in healthcare,
telecommunications, travel, hospitality,
utility, insurance, banking, among other
industries with large, consumer-facing
operations. Avaya and Afiniti are partnering
to optimise this market opportunity.
“The native integration between Avaya and
Afiniti will enable contact centre customers
to easily deploy artificial intelligence
technology to achieve measurably better
business results,” said Dr E Brent Kelly,
Principal Analyst, KelCor Inc. “This solution
can be applied to numerous contact centre
business metrics including improving sales,
decreasing costs and increasing customer
satisfaction and is especially attractive as
Afiniti reduces customer risk by using an
outcome based pricing model.”
Integrating the Afiniti Enterprise Behavioural
Pairing technology into Avaya’s market-
leading outbound and inbound voice routing
solutions, Avaya Aura Contact Center
Elite, Avaya Proactive Outreach Manager
and Avaya Oceana, extends the value of
customers’ existing Avaya investment while
adding highly impactful AI capabilities.
This partnership will deliver an AI edition
of Avaya Aura Call Center Elite in the third
quarter this year, enabling companies
to benefit from behavioural pairing for
both on-premises and cloud deployments.
Following this will be integration with
Avaya Proactive Outreach Manager and
Avaya Oceana.
www.intelligentcio.com