Caesars is a world class international hospitality group, with over 100 million annual guest visits.
Caesars operates in an intensely competitive market, and remaining an industry leader in customer centricity and satisfaction remains key to the revenue-growth of the business. Caesars’s executive leadership understood that conversations where callers make a positive connection increase agent and customer satisfaction and generate higher levels of sales and conversion rates, improving contact center performance as a result.
As discussions began, Caesars’s internal performance and analytics team were impressed by the precise measurability and transparency around the impact of Afiniti’s solution. Given the nature of their business and use of mathematics and probability to drive gaming profits, their Advanced Analytics and Data Science team immediately understood the value Afiniti could add to their business. In the words of the Head of Las Vegas Reservations
“You don’t have to convince us on the impact of a slight statistical advantage.”
Soon after, Afiniti contracted with Caesars on a pay for performance basis.
AVAYA & ININ Integration
16 Week Deployment
900 Agents Live