Avaya Partners with Afiniti

Later this year, Afiniti Enterprise Behavioral Pairing will be added to Avaya's contact center platforms, to help route callers to the right call center agent. However, Avaya customers will have to contract with Afiniti to actually activate the service.

Afiniti uses a customer's phone number and then scans over 100 databases--including customer relationship management systems--to build a profile. The process could also include demographic information and records of previous contact center queries made by the customer.  The platform also accesses information about available agents (e.g. success rate with a particular customer segment) to determine which agent will be most successful with a caller. For instance, if female agents are determined to be more successful at selling to male customers, for example, Afiniti can route incoming calls accordingly when possible.

Users still have a while to wait. Avaya will add the Afiniti software to Avaya Aura Call Center Elite in the third quarter of 2018. The vendor is aiming to enable intelligent routing of texts, emails, and chats through its platforms by early 2019.

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