Aspect Software introduces Afiniti routing integration

Aspect Software, a provider of customer engagement, workforce optimization, and self-service solutions, has announced the integration of Afiniti´s Enterprise Behavioral Pairing and Aspect® Unified IP® 7.3 Service Pack 5, the company said.

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 flagship enterprise contact center offering Unified IP® and Afiniti´s Enterprise Behavioral Pairing solution to improve business outcomes of sales, service, and outreach interactions.

The Afiniti Routing Integration leverages external data sources and customer preferences including purchase history, income, and other demographic information as well as internal data, enabling Aspect´s Unified IP® to find the agent-customer match that optimizes sales outcomes and service resolution.

Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience.

Afiniti transforms the way humans interact by applying artificial intelligence to discover, predict, and optimize interpersonal behavior. The company is the pioneer in Enterprise Behavioral Pairingâ„¢, which matches incoming callers with call center agents. Afiniti is the first business to use artificial intelligence to improve business performance in this way. Afiniti has more than 150 deployments globally, across 18 countries, and closed its Series-D fundraising round in May of 2017 at a USD 1.6B valuation.