Afiniti Unveils New AI-Powered Avaya Integration

eXperienceAI integrates with Avaya Experience Platform

Afiniti launches AI integration for Avaya
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Published: May 24, 2024

Tom Wright

Afiniti, a provider of AI optimisation solutions for customer experience, has introduced its new eXperienceAI technology.

Partnering with Avaya, a global CX and contact centre company, Afiniti aims to enhance the Avaya Experience Platform (AXP) with AI capabilities, targeting improvements in business outcomes and customer and employee experiences.

Afiniti’s eXperienceAI is based on its CX AI Optimization technology, which uses customer and outcome data to optimise real-time interactions between customers, and agents.

“We are extremely pleased to expand the reach of our great partnership with Avaya. With Afiniti eXperienceAI, AXP customers will now have the ability to easily enable AI optimisation atop their existing Avaya routing strategies, further embodying the essence of ‘innovation without disruption’,” said Ben Evans, Chief Partnerships Officer at Afiniti.

eXperienceAI integrates with AXP, including Avaya’s new AXP Private Cloud – Extended Scale, which Avaya launched at ENGAGE last week. It is designed to improve metrics such as revenue generation, retention rates, average handle time, customer sentiment, and first-call resolution.

The platform offers flexibility for businesses to deploy AI models that align with their specific needs.

The deployment process is designed to be rapid, with a no-code orchestration tool enabling ROI realisation within four months. This integration allows businesses to enhance customer experiences without changing existing workflows.

The technology features a self-service interface that allows contact centre leaders to define, deploy, and manage AI routing strategies.

Organisations using Afiniti eXperienceAI in their contact centres have reported increases in revenue and improvements in first-call resolution rates and average handle time, Afiniti claimed.

Eric Rossman, Vice President of Strategic Alliances and Partnerships at Avaya, said: “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.”

Afiniti reports handling over eight billion interactions and delivering over one billion optimisations, claiming over $2.2bn in client value. Businesses interested in Afiniti eXperienceAI can test the solution within days and go live in weeks.

Earlier this year, Afiniti announced the appointment of Mike Myshrall as Chief Financial Officer.

Myshrall, an experienced CFO with a background in both public and private equity sectors, specialises in strategic growth and SaaS and annual recurring revenue business models. He has a proven track record of financial success in dynamic environments and leading global teams.

Prior to joining Afiniti, Myshrall was CFO at PrimePay, a US-based SaaS technology and services provider, and spent a decade at Cyren, a global cybersecurity company. He has also worked as a management consultant and investment banker and holds an MBA from Harvard University and a degree in Electrical Engineering from the University of New Brunswick.



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