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“There is the capability with Afiniti to really link the right agent with the right customer and learn out of this. For us it’s more revenue, and higher customer satisfaction. Afiniti is helping us in certain use cases to use our data and add it to your data and ultimately get customers what they want in a better way. From a data analyst and an artificial intelligence specialist, it’s an and, not an or.”

As we work with Afiniti we're constantly sharing data back and forth to be able to improve the algorithms and learn upon them. When we can go in at 80% of our calls with Afiniti on, 20% off, we are having a big impact on the customer experience and the ability to generate revenue.

It's very exciting and it's going to be a perfect fit for us. Knowing everything about a customer and in real time what's happening off the IVR, to agents constant improvement in their performance to drive lift is amazing. It's about customer growth. That translates to millions and millions of dollars. And that metric is completely understood by our clients, which is pretty impressive.

We already have a pretty sophisticated routing or skill -based routing system that we're very proud of, but with Afiniti’s help, we're able to extend that same great experience to last mile customer-to-agent matching. We've had some extraordinary results with Afiniti. We're delivering millions and millions of value to the customer. At the same time, the customer satisfaction scores have gone up.

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