Afiniti Unveils Unified AI Platform
Introducing Afiniti Orchestrator, Intelligence, and Agents: the platform that optimises every contact centre interaction to positively influence whether customers stay, spend, or come back for more.
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Afiniti has launched three new products on its unified AI platform that will make it easier than ever for enterprise contact centres to optimally manage support issues and protect customer lifetime value.
New Afiniti Agents, Afiniti Orchestrator, and Afiniti Intelligence now join Afiniti Pairing under one architecture, giving contact centres a single system accountable for whether customers stay, spend more, and come back.
The Contact Centre Is a Retention Battlefield. Most Brands Aren’t Set Up to Win.
Customer acquisition has never been more expensive. The brands that win the next decade will win on retention and loyalty built through everyday interactions. The contact centre is where that battle is fought, and for most brands, it is where value is quietly lost.
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The problem is structural. Workforce management handles staffing, routing engines manage queues, CRM systems store customer history, and IVRs control the front door, but no single system determines whether the right customer reaches the right person, through the right channel, at the right moment.
In a 300-agent contact centre, that gap between insight and action can cost up to $35,000 per hour.
“Every business leader understands the cost of a broken contact centre experience: a misrouted call, a frustrated customer, or a high-value relationship lost because the right intervention never happened,” said Jerome Kapelus, CEO of Afiniti.
“Afiniti was built to close that gap by helping enterprises make smarter decisions to turn the contact centre into a growth driver.”
One Platform. Four Products. A Flywheel That Never Stops.
While most vendors focus on one part of the contact centre, Afiniti is designed to optimise the entire customer experience and business outcomes.
Afiniti Intelligence connects data across the enterprise to create a unified view of performance, showing where customer value is being lost and where incremental value is being left on the table. It dynamically simulates changes and predicts who is at risk for churn.
When risk or opportunity is identified, Afiniti Orchestrator acts in real time to coordinate routing, staffing, and channel decisions across the existing technology stack to drive the right opportunities to the right people and outcomes.
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Within each interaction, Afiniti Agents help resolve complex customer needs and seamlessly escalate to human agents when necessary, preserving full context during handoff.
Afiniti Pairing then connects customers to the specific agent most likely to deliver the best outcome using behavioural science backed by $2.5 billion in control-group-validated results.
Every interaction feeds back into the platform, continuously improving decision-making over time.
