Afiniti to Unveil eXperienceAI at Avaya ENGAGE 2024
May 14 2024 - 9:01AM
Business Wire
AVAYA ENGAGE 2024 -- At Avaya ENGAGE 2024, Afiniti, the leading
provider of CX AI optimization solutions, will showcase their new
eXperienceAI technology, alongside their partner Avaya, a global CX
and contact center leader. This collaboration brings the power of
Afiniti eXperienceAI to the Avaya Experience Platform™ (AXP) to
deliver measurably better business outcomes and value-driven
customer and employee experiences.
Born from Afiniti’s market-leading CX AI Optimization
technology, which utilizes customer and outcome data to optimize
the matching of customers, agents, and offers in real-time, Afiniti
eXperienceAI features a modern, self-service interface that enables
contact center leaders to define, deploy, and manage their own AI
routing strategies.
Afiniti eXperienceAI is natively integrated within AXP,
including Avaya’s new AXP Private Cloud - Extended Scale. It
unlocks untapped business value, resulting in improvements in
revenue generation, retention rates, average handle time, customer
sentiment, first call resolution, and more. It provides
unparalleled flexibility, allowing businesses to deploy AI models
that optimize the business outcomes most critical to their
organization’s needs and objectives. With a rapid deployment
process and a no-code orchestration tool, ROI realization can be
achieved within four months or less. With eXperienceAI,
organizations can innovate directly on their current Avaya
platform, elevating customer experiences without disrupting
existing workflows.
Organizations utilizing Afiniti eXperienceAI in their contact
centers have already witnessed remarkable benefits, including
increases of more than 10 percent in revenue, and improvements of
over 5 percent in first call resolution rates and average handle
time.
“We are extremely pleased to expand the reach of our great
partnership with Avaya. With Afiniti eXperience AI, AXP customers
will now have the ability to easily enable AI optimization atop
their existing Avaya routing strategies, further embodying the
essence of ‘innovation without disruption’,” stated Ben Evans,
Chief Partnerships Officer at Afiniti.
Eric Rossman, VP of Strategic Alliances and Partnerships at
Avaya added, “Avaya customers rely on Avaya Experience Platform to
enable their teams to improve customer experience, employee
experience, and business outcomes by delivering CX capabilities
from a single platform regardless of whether it is deployed
on-prem, private cloud or public cloud. By integrating Afiniti
eXperienceAI we can continue to deliver on the promise of
‘innovation without disruption’ for Avaya customers, providing
added value with market leading predictive AI technology.”
With over 8 billion interactions handled and 1 billion+
optimizations delivered, Afiniti brings a wealth of real-world
insights and expertise, and has consistently delivered over $2.2BN
in value to our clients. Interested businesses can test drive
Afiniti eXperienceAI within days and go live in weeks, ensuring
ease of deployment and immediate, measurable, business impact.
For more information on Afiniti and Avaya partnership, contact
your Afiniti or Avaya representative or visit Afiniti.com.
About Afiniti:
Afiniti is a leading provider of customer experience (CX)
artificial intelligence (AI). Our AI optimization services and
infrastructure deliver measurably better business outcomes for some
of the largest enterprises in the world. Our technology is used
globally in the healthcare, telecommunications, hospitality,
insurance, and banking industries, and across multiple customer
experience channels. To learn more, visit www.afiniti.com.
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