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
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
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.
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
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.
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