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.
SOURCE: BusinessWire