Avaya and Afiniti Expand AI in the Contact Center to Provide Unique Behavioral Pairing Capabilities for Outbound Dialing and Digital Notifications

New Avaya Research Finds 94 Percent of Business and IT Decision Makers Recognize AI Can Transform the Performance of Their Contact Center

CCW 2019 – Las Vegas, NV – June 25, 2019 – Avaya Holdings Corp. (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, has expanded its integration with Afiniti to improve customer experience and contact center performance through new capabilities applying behavioral pairing AI to outbound campaigns and digital customer notifications.

According to recent research on AI in the contact center, conducted by Vanson Bourne and sponsored by Avaya, 37 percent of organizations are challenged to provide an effective yet tailored approach to customer communications, and 34 percent have difficulty directing customers to the right channel to help them. The expansion of Avaya’s partnership with Afiniti, the world’s leading provider of AI-based behavioral pairing solutions, provides organizations with unique AI and machine learning technology natively integrated in Avaya IX™ Contact Center solutions, providing outbound contact center capabilities that strengthen customer experience and agent productivity.

The benefits of further integrating Afiniti Enterprise Behavioral Pairing™ into Avaya IX Contact Center solutions for outbound customer engagement include: