News : Aspect Software Introduces Afiniti Routing Integration with Unified IP
Phoenix, AZ, USA, Feb, 2018, -- Aspect Software, a provider of customer engagement, workforce optimization, and self-service solutions, announced the integration of Afiniti’s Enterprise Behavioral Pairing and Aspect(R) Unified IP(R) 7.3 Service Pack 5. The integration allows the "plug and play" of Afiniti’s intelligent pairing solution for inbound contact center callers with agents. The Afiniti Routing Integration brings together Aspect’s enterprise contact center offering Unified IP(R) and Afiniti’s Enterprise Behavioral Pairing solution to improve business outcomes of sales, service, and outreach interactions.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
"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(R) customers."
"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(R) customers."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Don't Assume Your Forecasting System Always Knows Best!
More Editorial From Aspect Software
About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.
Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability. Afiniti operates throughout the world and has measurably driven billions of dollars in incremental value to its clients.
Published: Monday, February 19, 2018
|Amazon Web Services|
Amazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these ser...
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Eckoh is a global provider of Secure Payment and Customer Engagement solutions via our Eckoh Experience Portal as well as Third Party Support. We’ve an international client base and offices in the UK ...
Genex, part of the IPE Group UK, is an outsourcing provider of customer experience management. We achieve results through transforming our clients' businesses and delivering excellence in customer exp...