At its Avaya ENGAGE 2020 user conference, Avaya Holdings, a global player in solutions to enhance and simplify communications and collaboration, and Afiniti, the provider of AI-based behavioural pairing technology, announced Avaya AI Routing with Afiniti AiRo. This is a new offering in the Avaya IX Contact Centre portfolio that enables companies of all sizes and industries to improve customer interactions and employee engagement by optimally pairing customers with contact centre agents using artificial intelligence.
Avaya AI Routing with Afiniti AiRo identifies subtle and valuable patterns in human interactions, which facilitates better pairings between a customer and the optimal agent to drive better outcomes from resulting conversations. The product represents a significant step-change in the availability of AI-driven behavioural pairing technology for organisations of any size, rather than solely large enterprises, expanding the total addressable market by millions of agents.
“Avaya’s vision is to help organisations provide exceptional experiences for their customers and their employees through advanced AI and machine learning technologies natively integrated with Avaya IX Contact Center solutions,” said Jim Chirico, Avaya President and CEO. “Organisations that are using AI in their contact centres have seen greater efficiency in service delivery, including 53% greater agent productivity, 61% higher first contact resolution rates, and a 48% increase in the average revenue per customer contact. With Avaya AI Routing with Afiniti AiRo, AI in the contact centre goes mainstream to dramatically enhance customer experience, create a more engaged, customer-facing workforce and drive increased revenue.”
Avaya AI Routing with Afiniti AiRo is an intuitive self-service product that enables organisations to add their own data sources, select the key metrics to optimise for, and view the AI model performance using a detailed portal. Customers are able to track the real-time incremental value delivered to their businesses, allowing them to rapidly adapt to changes in market, industry, environmental and consumer demands.
“Avaya AI Routing with Afiniti AiRo is poised to transform the contact centre industry,” said Zia Chishti, Chairman and CEO of Afiniti. “For the first time, client data teams can take full control of Afiniti’s award-winning AI using an interactive dashboard that allows clients to control what they want to focus on improving within their contact centres, and see in real-time the precisely measured lift our algorithm is generating. This new product massively expands the opportunity for businesses with smaller contact centres to better pair their customers and agents, opening up the market by millions of seats.”
The benefits of the new integration between Afiniti behavioural pairing and Avaya IX Contact Centre include:
- Measurable Results – Track the measured impact of Avaya AI Routing with Afiniti AiRo on contact centre operations at all times, including incremental revenue generated, customer retention, first contact resolution, and average handle time metrics. Choose the optimisation metric that aligns with your desired business outcomes.
- Self-Service Interface – Control all features singlehandedly with an intuitive dashboard powered by AI-driven recommendations for improving results and constant access to product support teams.
- Data Inputs and Quality Assurance – Connect your own CRM, call outcome, and telephony data, and test the data integrity before AI models run. Purchase industry-specific third-party data enhancements to further power the model.
- Performance Portal – View your contact centre environment quickly and easily, including real time call flows, characteristics like call volume and pairing choice, as well as your results. Gain a greater understanding of key performance drivers in your business.
- Usage Pricing Model – Optimise operational metrics free of charge with the flexibility to upgrade and add advanced metrics for a usage-based price.
Also, currently available is Afiniti’s flagship Enterprise Behavioral Pairing (EBP) product integrated into Avaya IX Contact Centre.
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