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Avaya and Afiniti Partner to Bring Unique and Proven, AI-Driven Behavioral Pairing to the Contact Center - Integrated offering from the two companies will drive significant performance, profit and productivity improvements for enterprise contact centers globally - afiniti.com / Avaya.com
Avaya and Afiniti Partner to Bring Unique and Proven, AI-Driven Behavioral Pairing to the Contact Center

 

PRZOOM - /newswire/ - Santa Clara, CA, United States, 2018/04/24 - Integrated offering from the two companies will drive significant performance, profit and productivity improvements for enterprise contact centers globally - afiniti.com / Avaya.com. NASDAQ: RVSN; NYSE: AVYA

   
 
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Avaya Holdings Corp., the world’s leading provider of contact center solutions, and Afiniti, the world’s leading provider of AI-based behavioral pairing solutions, today announced a strategic partnership to improve enterprise customer experience and contact center performance through a unique integration of artificial intelligence into contact center routing technology.

This first-of-its-kind collaboration will natively integrate Afiniti Enterprise Behavioral Pairing™ with the market-leading, Avaya Contact Center platform on which enterprise customers around the world depend for reliability at scale.

Afiniti Enterprise Behavioral Pairing discovers and predicts patterns of interpersonal behavior to optimally pair customers with agents. With over 90 patents, Afiniti’s technology examines data and commercially available information tied to customer identity to determine patterns of successful behavioral 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 center, and AI is the next major shift in the way contact centers operate,” said Jim Chirico, Avaya President and CEO. “Working with Afiniti provides a unique, proven AI offering, and is another example of Avaya investing in transformative technologies to deliver unparalleled contact center performance to companies around the world.”

“This partnership highlights the shift in the communications and collaboration marketplaces towards artificial intelligence and machine learning technologies as a transformational tool for large enterprises,” said Zia Chishti, Afiniti CEO and Founder. “Today, Afiniti’s AI is helping to 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.”

Optimizing interactions between customers and agents leads to greater satisfaction and loyalty, improved quality of life, and enhanced revenue and profitability. IDC estimates that the worldwide value of revenue and cost transactions flowing through the contact center in 2018 will be approximately

$5 trillion, reflecting opportunities in healthcare, telecommunications, travel, hospitality, utility, insurance, banking, among other industries with large, consumer-facing operations. Avaya and Afiniti are partnering to optimize this market opportunity.*

“The native integration between Avaya and Afiniti will enable contact center customers to easily deploy artificial intelligence technology to achieve measurably better business results,” said Dr. E. Brent Kelly, Principal Analyst, KelCor, Inc. “This solution can be applied to numerous contact center business metrics including improving sales, decreasing costs and increasing customer satisfaction and is especially attractive as Afiniti reduces customer risk by using an outcome based pricing model.”

Integrating the Afiniti Enterprise Behavioral Pairing technology into Avaya’s market-leading outbound and inbound voice routing solutions, Avaya Aura® Contact Center Elite, Avaya Proactive Outreach Manager and Avaya Oceana®, extends the value of customers’ existing Avaya investment while adding highly impactful AI capabilities.

This partnership will deliver an AI edition of Avaya Aura Call Center Elite in the third quarter this year, enabling companies to benefit from Behavioral Pairing for both on-premises and cloud deployments. Following this will be integration with Avaya Proactive Outreach Manager and Avaya Oceana.

Afiniti continues to be a charter member of the A.I.Connect, an Avaya-led initiative that brings together an ecosystem of vendors and developers taking an active part in building AI-driven solutions. A.I.Connect is accelerating the adoption of AI solutions in contact center and unified communications solutions.

*IDC research commissioned by Afiniti, and Afinti analysis

About Avaya
Avaya (avaya.com) is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA.

About Afiniti
Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability. Afiniti operates throughout the world, and has measurably driven billions of dollars in incremental value to its clients.

Afiniti (afiniti.com) has over 150 deployments in major enterprises across a range of sectors, including telecommunications, insurance, financial services, hospitality and healthcare, and has optimized more than 600,000 agents and 700 million customers. Afiniti’s technology continually learns and improves, analyzing 1.3 million interactions every day to refine its pairings.

Cautionary Note Regarding Forward-Looking Statements
This document contains certain "forward-looking statements." All statements other than statements of historical fact are "forward-looking" statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "our vision," "plan," "potential," "preliminary," "predict," "should," "will," or "would" or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected feature releases, statements about future products, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company's Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company's filings with the SEC that are available at sec.gov. The Company cautions you that the list of important factors included in the Company's SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

 
 
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Avaya and Afiniti Partner to Bring Unique and Proven, AI-Driven Behavioral Pairing to the Contact Center

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