{"id":45402,"date":"2020-02-05T09:24:47","date_gmt":"2020-02-05T09:24:47","guid":{"rendered":"https:\/\/www.intelligentcio.com\/me\/?p=45402"},"modified":"2020-02-05T14:55:30","modified_gmt":"2020-02-05T14:55:30","slug":"avaya-and-afiniti-partnership-enhances-behavioural-pairing-ai","status":"publish","type":"post","link":"https:\/\/www.intelligentcio.com\/me\/2020\/02\/05\/avaya-and-afiniti-partnership-enhances-behavioural-pairing-ai\/","title":{"rendered":"Avaya and Afiniti partnership enhances behavioural pairing AI"},"content":{"rendered":"\n<p><strong><em>Behavioural pairing AI goes mainstream with the benefits of improving customer and agent satisfaction and operational metrics.<\/em><\/strong><\/p>\n\n\n\n<p>At its Avaya ENGAGE 2020 user conference, Avaya, a global leader in\nsolutions to enhance and simplify communications and collaboration, and\nAfiniti, a leading provider of AI-based behavioural pairing technology,\nannounced Avaya AI Routing with Afiniti AiRo.<\/p>\n\n\n\n<p>This is a new offering in the Avaya IX Contact Centre portfolio that\nenables companies of all sizes and industries to improve customer interactions\nand employee engagement by optimally pairing customers with contact centre agents using Artificial\nIntelligence. <\/p>\n\n\n\n<p>Avaya AI Routing with Afiniti AiRo identifies subtle and\nvaluable patterns in human interactions, which facilitates better\npairings between a customer and the optimal agent to drive better outcomes from\nresulting conversations. <\/p>\n\n\n\n<p>The product represents a significant step-change in the availability of\nAI-driven behavioural pairing technology for organisations of any size expanding\nthe total addressable market by millions of agents.<\/p>\n\n\n\n<p>\u201cAvaya\u2019s vision is to help organisations provide\nexceptional experiences for their customers and their employees through\nadvanced AI and Machine Learning technologies natively integrated with Avaya IX\nContact Centre solutions,\u201d said Jim\nChirico, Avaya President and CEO. <\/p>\n\n\n\n<p>\u201cOrganisations that are using\nAI in their contact centres have seen greater\nefficiency in service delivery, including 53% greater agent productivity, 61%\nhigher first contact resolution rates and a 48% increase in the average revenue\nper customer contact. With Avaya AI Routing with Afiniti AiRo, AI in the contact centre goes mainstream to dramatically enhance customer experience, create a more\nengaged, customer-facing workforce and drive increased revenue.\u201d<\/p>\n\n\n\n<p>Avaya AI Routing with Afiniti AiRo is an intuitive self-service product\nthat enables organisations to add their\nown data sources, select the key metrics to optimise for, and view the AI model\nperformance using a detailed portal. Customers are able to track the real-time\nincremental value delivered to their businesses, allowing them to rapidly adapt\nto changes in market, industry, environmental and consumer demands. <\/p>\n\n\n\n<p>\u201cAvaya AI Routing with Afiniti AiRo is poised to transform the contact centre industry,\u201d said\nZia Chishti, Chairman and CEO of Afiniti. \u201cFor the first time, client data\nteams can take full control of Afiniti&#8217;s award-winning AI using an interactive\ndashboard that allows clients to control what they want to focus on improving\nwithin their contact centres and see in\nreal-time the precisely measured lift our algorithm is generating.\u201d <\/p>\n\n\n\n<p>Sheila McGee-Smith, Founder and Principal Analyst of McGee-Smith\nAnalytics, said: <\/p>\n\n\n\n<p>\u201cThis new joint development between Afiniti and Avaya has two main\nadvantages for customers.<\/p>\n\n\n\n<p>\u201cIt will aid in driving broader adoption of AI routing as customers\nwill be able to choose the optimisation metric that best suits their business\nand it can be deployed in contact centres with as few as\n30 agents in a queue.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Behavioural pairing AI goes mainstream with the benefits of improving customer and agent satisfaction and operational metrics. At its Avaya ENGAGE 2020 user conference, Avaya, a global leader in solutions to enhance and simplify communications and collaboration, and Afiniti, a leading provider of AI-based behavioural pairing technology, announced Avaya AI Routing with Afiniti AiRo. This [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":45403,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4115,3629,332,13,79],"tags":[5423,11271,3211,279,11270,11269,11272,4534,11268,5427],"class_list":["post-45402","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-intelligent-technology-newsletter","category-newsletter","category-software","category-top-stories","category-used","tag-afiniti","tag-afiniti-airo","tag-ai","tag-avaya","tag-avaya-engage","tag-avaya-ix-contact-centre","tag-behavioural-pairing-ai","tag-jim-chirico","tag-sheila-mcgee-smith","tag-zia-chishti"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts\/45402","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/comments?post=45402"}],"version-history":[{"count":7,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts\/45402\/revisions"}],"predecessor-version":[{"id":45410,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/posts\/45402\/revisions\/45410"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/media\/45403"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/media?parent=45402"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/categories?post=45402"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/me\/wp-json\/wp\/v2\/tags?post=45402"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}