Thursday, 26 April 2018 01:43

Avaya, Afiniti team up on contact centre AI-driven behavioural pairing

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Avaya, Afiniti team up on contact centre AI-driven behavioural pairing Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Global contact centre solutions vendor Avaya has entered into a strategic partnership with Afiniti, a provider of AI-based behavioural pairing solutions.

Avaya says the partnership with Afiniti will help to improve enterprise customer experience and contact centre performance through a unique integration of artificial intelligence into contact centre routing technology.

Dubbed as the first-of-its-kind collaboration, Avaya says the partnership will natively integrate Afiniti enterprise behavioural pairing with the “market-leading” Avaya Contact Centre platform on which enterprise customers around the world depend for reliability at scale.  

Afiniti enterprise behavioural pairing discovers and predicts patterns of interpersonal behaviour to optimally pair customers with agents.

Avaya says that 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 chief executive.

“Working with Afiniti 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.”

Zia Chishti, Afiniti chief executive and founder, said the partnership “highlights the shift in the communications and collaboration marketplaces towards artificial intelligence and machine learning technologies as a transformational tool for large enterprise”

“Today, 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.”

The two companies say the partnership will deliver an AI edition of Avaya Aura Call Centre Elite in the third quarter this year, enabling companies to benefit from behavioural pairing for both on-premises and cloud deployments. This will be followed by integration with Avaya Proactive Outreach Manager and Avaya Oceana.

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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