NORTH AMERICAN BUSINESS
  • HOME
  • SUSTAINABILITY
  • INVEST
  • MARKET
  • PARTNERSHIP
  • INNOVATION
  • PEOPLE
  • INSIGHTS
No Result
View All Result
NORTH AMERICAN BUSINESS
  • HOME
  • SUSTAINABILITY
  • INVEST
  • MARKET
  • PARTNERSHIP
  • INNOVATION
  • PEOPLE
  • INSIGHTS
No Result
View All Result
NORTH AMERICAN BUSINESS
No Result
View All Result
Home ALL IT

Afiniti and Genesys Announce Native Integration of Afiniti Enterprise Behavioral Pairing Within Genesys Multicloud CX

by Ed Johnson
November 17, 2021
A A

SAN FRANCISCO, California, November 16, 2021 / Newswire — Afiniti, the world-leading provider of artificial intelligence technology for pairing agents and customers, and Genesys®, a global leader in customer experience orchestration, today announced a strategic partnership. This partnership will provide for a native integration of Afiniti’s Enterprise Behavioral Pairing (EBP) technology with Genesys Multicloud CX™. EBP will be the exclusive AI pairing solution offered on the Multicloud CX platform in partnership with Genesys.

With 70% percent of consumers saying a business is only as good as its customer service, companies are increasingly focused on providing highly personalized, effortless and empathetic experiences that drive customer satisfaction and brand loyalty. Afiniti’s EBP artificial intelligence discovers historical patterns of behavior that allow for optimal pairings of customers and agents. With Genesys and Afiniti, companies will be able to better facilitate conversations that reduce the need for transfers or follow-up calls — simplifying each consumer’s experience of interacting with a business and building brand loyalty.

The partnership improves on existing enterprise integrations between Genesys and Afiniti, allowing EBP to be deployed instantly and seamlessly. Genesys Multicloud CX customers will not need to change any incumbent routing, reporting, or other technologies in their customer experience ecosystem. Organizations will have the ability to leverage their data sources, select metrics and business lines to optimize, and precisely measure the revenue, cost, and customer satisfaction benefits of EBP, all within Genesys Multicloud CX.

“We are delighted to have Genesys join our strategic partner program and enthusiastic about the advantages this partnership will bring our joint clients,” said Michel Portenier, EVP and Chief Partnerships Officer at Afiniti. “With the native integration of Multicloud CX with EBP, organizations will be able to rapidly and easily capture Afiniti’s precisely measurable revenue and cost benefits.”

“Many organizations have shifted their understanding from ‘call centers are a cost center’ to ‘this is an opportunity to build a better relationship’ — and in some cases, even a revenue center,” said John Hernandez, Executive Vice President and General Manager for Genesys Multicloud CX Solutions. “Companies are eager to orchestrate end-to-end, meaningful experiences to earn trust and loyalty. Genesys partners with leading innovators and Afiniti is an important addition to our ecosystem for Multicloud CX customers.”

Forrester Research recently stated: “Customer service is a top driver category for overall CX. Contact center teams help customers during all stages of the customer lifecycle. Their assistance ranges from presales outreach to postsale issue resolution, where every interaction with a contact center agent can be crucial to the relationship,” (Forrester, “The CX Professional’s Guide to Working with Contact Center Technologies and Leaders,” 30 April 2021, Faith Adams, Art Schoeller).

Tags: < Partnership
ShareTweetShareSend

Related Industries

In confidential computing, data remains encrypted for as long as possible and until it is inside a secure enclave where it can be decrypted for processing. Encrypted computing takes confidential computing to a new level by using a technique called fully homomorphic encryption, which allows the hardware to process the data without it ever being decrypted. In essence, the processor performs calculations directly on the encrypted data. (Credit: Intel Corporation)
IT

Intel Innovation 2023: Accelerating the Convergence of AI and Security

September 21, 2023
IT

IBM Brings New Capabilities to its Sustainability Software to Help Organizations Accurately and Efficiently Operationalize Scope 3 Greenhouse Gas Emissions Insights

September 21, 2023
IT

Microsoft and Oracle expand partnership to deliver Oracle Database Services on Oracle Cloud Infrastructure in Microsoft Azure

September 15, 2023
IT

FanDuel Selects AWS as Its Strategic Cloud Provider

September 14, 2023
IT

IBM Announced as a Sponsor of 2023 U.N. Climate Change Conference (COP28)

September 14, 2023
Intel, Tower Semiconductor logos
IT

Intel Foundry Services and Tower Semiconductor Announce New US Foundry Agreement

September 6, 2023

New Report Highlights Hyundai’s Multi-Billion Dollar Contribution to the United States Economy

September 14, 2023

...

IBM Announced as a Sponsor of 2023 U.N. Climate Change Conference (COP28)

September 14, 2023

...

Harrington Process Solutions, a Leading Specialty Distributor of Flow Control Process Solutions, to be Acquired by Bain Capital Private Equity

September 8, 2023

...

Apple unveils its first carbon neutral products

September 13, 2023

...

Otis Marks 170 Years Since First Elevator Sale

September 21, 2023

...

Abbott to Acquire Bigfoot Biomedical, Furthering Efforts to Develop Personalized, Connected Solutions for People with Diabetes

September 6, 2023

...

Dow innovations recognized with Sustainability Product of the Year awards from the Business Intelligence Group

September 15, 2023

...

AMGEN AND HORIZON THERAPEUTICS PLC RESOLVE FTC LAWSUIT, CLEARING PATH TO CLOSE ACQUISITION

September 2, 2023

...

Louise Pentland Named Chief Counsel For Disney Parks, Experiences And Products

September 7, 2023

...

NORTH AMERICAN BUSINESS (www.na-biz.com) is a leading source of business and corporate news, information, industry trends, market updates and insights across a broad spectrum of industries in North America and worldwide.

MENU

  • HOME
  • SUSTAINABILITY
  • INVEST
  • MARKET
  • PARTNERSHIP
  • INNOVATION
  • PEOPLE
  • INSIGHTS

CONTACT US

EDITORIAL:     editor#na-biz.com

PARTNERSHIP:     biz#na-biz.com

HUMAN RESOURCE:     hr#na-biz.com

* (replace # with @)

  • Official Site

Copyright © NORTH AMERICAN BUSINESS All rights reserved.

No Result
View All Result
  • HOME
  • SUSTAINABILITY
  • INVEST
  • MARKET
  • PARTNERSHIP
  • INNOVATION
  • PEOPLE
  • INSIGHTS

Copyright © NORTH AMERICAN BUSINESS All rights reserved.