Altitude Software, a provider of omnichannel customer experience solutions, and Afiniti, an applied artificial intelligence company, have formed a strategic partnership to optimize business results in contact centers.
The partnership will mean that joint customers can activate Afiniti's Enterprise Behavioral Pairing within their Altitude contact center environment. Altitude's customer interaction management solutions can now be pre-installed with Afiniti's artificial intelligence solution.
Contact centers can benefit from Altitude's omnichannel interaction management solutions with skills based routing and interactive voice response solutions to allocate agents to customers. Afiniti's technology can further improve customer engagement and loyalty by pairing agents and customers based on behavior and historic interactions. The customer interaction history and data provided by Altitude Solutions provide the data that enables the optimal performance of the Afiniti algorithm.
"Afiniti's big data technology has a significant impact in contact centers by delivering improved customer experiences, together with increased revenues and decreased costs," said Mário Silva Pereira, chief strategy officer at Altitude, in a statement. "Altitude has a track record of successfully addressing the business challenges faced by companies with value-added partnerships and consistent innovation across its portfolio."
"We are excited to be partnering with Altitude Software. Natively integrating our technology with Altitude's customer interaction solutions will transform the ability of Altitude's clients to benefit from our AI technology in record time," said Afiniti's CEO, Zia Chishti, in a statement.