Afiniti Introduces eXperienceAI Technology in Partnership with Avaya
Afiniti, a leading provider of AI optimization solutions for customer experience, has recently unveiled its latest innovation – eXperienceAI technology. This new technology, developed in partnership with Avaya, a global CX and contact center company, aims to revolutionize the Avaya Experience Platform (AXP) by integrating AI capabilities to enhance business outcomes and improve customer and employee experiences.
eXperienceAI is built on Afiniti’s CX AI Optimization technology, which leverages customer and outcome data to optimize real-time interactions between customers and agents. This cutting-edge technology allows AXP customers to easily enable AI optimization on top of their existing Avaya routing strategies, without disrupting their current operations.
One of the key features of eXperienceAI is its integration with AXP, including Avaya’s new AXP Private Cloud – Extended Scale. This integration is designed to enhance key metrics such as revenue generation, retention rates, average handle time, customer sentiment, and first-call resolution. Businesses can also deploy AI models that align with their specific needs, providing flexibility and customization options.
The deployment process for eXperienceAI is rapid, with a no-code orchestration tool that enables businesses to realize ROI within four months. This seamless integration allows organizations to enhance customer experiences without having to overhaul their existing workflows. Additionally, the self-service interface of the technology empowers contact center leaders to define, deploy, and manage AI routing strategies with ease.
According to Afiniti, organizations that have implemented eXperienceAI in their contact centers have reported increases in revenue, improvements in first-call resolution rates, and reductions in average handle time. This technology has proven to be a game-changer for businesses looking to elevate their customer experience strategies.
Eric Rossman, Vice President of Strategic Alliances and Partnerships at Avaya, expressed his excitement about the integration of eXperienceAI into the Avaya Experience Platform. He highlighted the added value that this partnership brings to Avaya customers, emphasizing the market-leading predictive AI technology that eXperienceAI offers.
Afiniti’s track record speaks for itself, with over eight billion interactions handled and over one billion optimizations delivered, resulting in over $2.2 billion in client value. Businesses interested in implementing eXperienceAI can test the solution within days and go live in weeks, showcasing the efficiency and effectiveness of this innovative technology.
In addition to the launch of eXperienceAI, Afiniti recently welcomed Mike Myshrall as Chief Financial Officer. With a wealth of experience in strategic growth and SaaS business models, Myshrall is poised to drive financial success and global expansion for Afiniti. His background in both public and private equity sectors, coupled with his proven track record of leading global teams, makes him a valuable addition to the Afiniti team.
Overall, Afiniti’s eXperienceAI technology represents a significant advancement in the field of AI optimization for customer experience. By partnering with Avaya and introducing this cutting-edge technology, Afiniti is setting a new standard for enhancing business outcomes and elevating customer and employee experiences in the digital age.
