Contact Center Solutions Featured Article

Aspect Deploys Afiniti for Contact Center Routing

February 23, 2018

If it feels like a customer service agent truly understands you, technology might be responsible to thank for the match up. This is the case for Aspect Software, now deploying Afiniti’s Enterprise Behavioral Pairing and Aspect Unified Unified IP 7.3 Service Pack 5. Through the plug-and-play integration of Afiniti’s Pairing, callers are intelligently matched with the proper agent, enhancing sales, customer service, and outreach.

“By applying intelligence and algorithms to discover, predict, and affect patterns of interpersonal behavior, Afiniti provides a holistic view of individual customers and agents,” said Michel Portenier, EVP, Partnerships, Afiniti. “Pairing people using AI is transforming the profitability of our clients today, and we’re excited to introduce these same benefits to Aspect’s Unified IP® customers.”

Afiniti Routing Integration utilizes external data sources along with customer preferences to properly match callers with contact center agents. These preferences include purchase history, income and demographic information for proper insight. So far, Afiniti deployments have seen a 10 percent revenue increase while reducing costs by 20 percent.

Keys to Afiniti Routing Integration:

  • Provides outcome-based routing for both inbound and outbound Unified IP® workflow scenarios
  • Includes Afiniti service reporting on interaction outcomes aligned to pre-defined business KPIs
  • Can track and report dialing results in accordance with TCPA regulations and mandates for predictive dialing agent connect time
  • Leverages investment in existing Unified IP® and Advanced List Management customer engagement capabilities
  • Supports outreach strategies that combine campaign list-based dialing with per call optimization

“For over 40 years, Aspect has worked with enterprises to create optimal customer experiences as well as to improve their business outcomes,” said Kelly Burke, senior director product management, Aspect. “The Afiniti Routing Integration brings together Aspect’s core contact center expertise to improve the outcome of sales and service interactions before they even begin. We’re delighted that we can offer this capability to both new and existing Unified IP® customers.”

How does your contact center route callers?

Edited by Maurice Nagle