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Sytel and Afiniti Partner to Bring World-leading AI Products to the Contact Center to Enhance Agent Performance and Improve Customer Experience

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Sytel and Afiniti Partner to Bring World-leading AI Products to the Contact Center to Enhance Agent Performance and Improve Customer Experience

February 28, 2019, London England Afiniti and Sytel are excited to announce a transformative partnership that combines Afiniti’s AI expertise with Sytel’s best in class contact centre solutions. This partnership provides a native integration of Afiniti Enterprise Behavioral Pairing™ (“EBP”) with the world-leading Sytel AI Predictive Dialer, enabling all customers to activate Afiniti EBP quickly and easily.

Afiniti’s artificial intelligence service identifies subtle behavioural patterns in order to determine the optimal paring of customers and agents, thereby delivering the best possible customer experience and business outcomes. This process is executed in under 200 milliseconds making it imperceptible to callers and agents alike.

“Afiniti has a fundamental and precisely measurable impact on the bottom line of our customers. We couldn’t be prouder to be partnering with Sytel, an innovation pioneer in contact center software” said Michel Portenier, EVP, Partnerships, Afiniti.

“We are very excited to bring the power of our outbound dialing AI to the Afiniti Pairing Product”, said Michael McKinlay, CEO of Sytel. “Bringing together best of breed with best of breed gives customers an unbeatable solution. As well as unbeatable outbound, Afiniti customers will also have access to Sytel call blending and inbound voice solutions.”