• Afiniti Routing Integration improves business outcomes of sales,
    service, and outreach interactions by using Artificial Intelligence
    (“AI”) to intelligently match contact center callers with agents
    through Afiniti’s Enterprise Behavioral Pairing



  • Integration allows Unified IP® to route callers directly to
    agents determined to be most effective at closing deals and achieving
    customer-defined KPIs


PHOENIX--(BUSINESS WIRE)--Aspect Software, a leading provider of customer engagement,

workforce optimization, and self-service solutions, today announced the

integration of Afiniti’s Enterprise Behavioral Pairing and

Aspect® Unified IP® 7.3 Service Pack 5. The integration allows the “plug

and play” of Afiniti’s intelligent pairing solution for inbound contact

center callers with agents. The Afiniti Routing Integration brings

together Aspect’s flagship enterprise contact center offering Unified

IP® and Afiniti’s Enterprise Behavioral Pairing solution to improve

business outcomes of sales, service, and outreach interactions.

The Afiniti Routing Integration leverages external data sources and

customer preferences including purchase history, income, and other

demographic information as well as internal data, enabling Aspect’s

Unified IP® to find the agent-customer match that optimizes sales

outcomes and service resolution.

“By applying intelligence and algorithms to discover, predict, and

affect patterns of interpersonal behavior, Afiniti provides a holistic

view of individual customers and agents,” said Michel Portenier, EVP,

Partnerships, Afiniti. “Pairing people using AI is transforming the

profitability of our clients today, and we’re excited to introduce these

same benefits to Aspect’s Unified IP® customers.”

Afiniti deployments have experienced revenue upsides of up to 10 percent

and cost reductions of up to 20 percent.

“For over 40 years, Aspect has worked with enterprises to create optimal

customer experiences as well as to improve their business outcomes,”

said Kelly Burke, senior director product management, Aspect. “The

Afiniti Routing Integration brings together Aspect’s core contact center

expertise to improve the outcome of sales and service interactions

before they even begin. We’re delighted that we can offer this

capability to both new and existing Unified IP® customers.”

The core Afiniti Routing Integration:



  • Provides outcome-based routing for both inbound and outbound Unified
    IP® workflow scenarios


  • Includes Afiniti service reporting on interaction outcomes aligned to
    pre-defined business KPIs


  • Can track and report dialing results in accordance with TCPA
    regulations and mandates for predictive dialing agent connect time


  • Leverages investment in existing Unified IP® and Advanced List
    Management customer engagement capabilities


  • Supports outreach strategies that combine campaign list-based dialing
    with per call optimization

Click here for more information on the Afiniti

About Aspect

Aspect helps enterprises break down the walls between people, processes,

systems and data sources, allowing organizations to unite around the

customer journey. By developing fully native interaction management,

workforce optimization and self-service capabilities within a single

customer engagement center, we enable dynamic, conversational

interactions and create a truly frictionless omni-channel customer

experience. Leveraging a worldwide cloud infrastructure and over 40

years of industry ingenuity, Aspect conveniently and easily connects

questions to answers while helping enterprises keep service levels high

and operational costs contained. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware.

Read our blogs at http://blogs.aspect.com.

About Afiniti

Afiniti transforms the way humans interact by applying artificial

intelligence to discover, predict, and optimize interpersonal behavior.

The company is the pioneer in Enterprise Behavioral Pairing™, which

matches incoming callers with call center agents. Afiniti is the first

business to use artificial intelligence to improve business performance

in this way. Afiniti has more than 150 deployments globally, across 18

countries, and closed its Series-D fundraising round in May of 2017 at a

$1.6B valuation.

For more information, visit www.afiniti.com.

Aspect®, Unified IP® and other marks as indicated, are the trademarks

or registered trademarks of Aspect Software, Inc1.

in the United States and other countries.

1 ©2018 Aspect Software, Inc. All rights reserved.

Unauthorized use prohibited.

Contacts

Aspect Software

Tim Dreyer

+1 630 227 8312