Enterprise

Core AI solution for large enterprises that uses patented behavioral pairing technology to intelligently match customers with employees

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Product features

Afiniti’s award-winning Enterprise product is a powerful tool that has delivered billions of dollars of revenue to clients. With Enterprise, your business will benefit from:

01.

Optimize the metrics that matter most

Select the metrics that will deliver the most value to your company, including incremental revenue, customer lifetime value, and retention

02.

Unlimited data sources

Analyze thousands of valuable data points about your customers – including internal, external, and historical data – to refine pairings

03.

Precisely measurable results

Running the algorithm ON and OFF in short time cycles continuously provides a clear view of the uplift that Enterprise is delivering

04.

Easy to integrate

Technology agnostic and can be deployed across all telephony infrastructure

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Precisely measured results

Afiniti Enterprise equips global enterprises to apply artificial intelligence to their contact centers and customer touchpoints to transform the quality of interactions.

The product continually demonstrates its value by alternating running the algorithm ON and OFF in short periods of time. Typically, clients start with 15 minutes on, 5 minutes off, 15 minutes on, 5 minutes off, and so on. By comparing the performance between ON and OFF periods, Afiniti is able to demonstrate the precise value it delivers.

Unlike AiRo’s usage-based pricing model, Enterprise clients pay a percentage of the incremental value proven to have been delivered (pay-for-performance) or a recurring monthly fee.

Where it works

Enterprises with at least 300 concurrent contact center agents benefit most from Enterprise, which also offers a much broader set of optimization metrics, including:

Satisfaction

Customer and agent satisfaction

Lifetime value

Sales, Retention, Cross-sell and Up-sell

Cost

Collections, Claims, Truck Rolls and First Call Resolution

How it works

Deployment

Deployment typically takes between 25 and 100 days, although it can take as few as five for a client who uses a telephony provider with whom we have a native integration.

Afiniti systems have been integrated in over 55 diverse contact center environments, including Aspect, Asterisk, Avaya, Cisco, Genesys, NICE, Interactive Intelligence, Noble, Oracle, Queuebuster, and Virtual Hold, among other telephony, customer relationship management, and ancillary systems. Afiniti has extensive experience in providing the customized integrations that its clients require.

Enterprise can be deployed on-premise, and all data remains on the client site behind firewalls, or in the cloud.

Our products

Afiniti’s award-winning behavioral pairing technology is available in two products: AiRo and Enterprise. Each product combines behavioral data with artificial intelligence and machine learning to improve the quality of customer interactions.

Free

30-300 agent seats in a queue

ACD switch data only

Operational metric optimization only

Free for Avaya CC Elite customers

On-premise or cloud deployment

Basic customer support

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Paid

30-300 agent seats in a queue

ACD switch data, up to 7 model features, data enhancements available

Usage-based pricing

On-premise or cloud deployment

Limited customer support

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Enterprise

Over 300 agent seats in a queue

ACD switch data, unlimited model features, CRM, and third party data fields

Pay-for-performance or fixed monthly fee

On-premise or cloud deployment

Ongoing full support from Afiniti

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Behavioral pairing technology for small to medium enterprises

FAQs

Explore frequently asked questions and learn more about how Afiniti can benefit your company

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