Aspect Integrates Afiniti Routing with Unified IP



Aspect Software, a provider of customer engagement, workforce optimization, and self-service solutions, has integrated Afiniti's Enterprise Behavioral Pairing and Aspect Unified IP 7.3 Service Pack 5.

The integration allows the plug and play of Afiniti's intelligent pairing solution for inbound contact center callers with agents and brings together Aspect's flagship enterprise contact center offering Unified IP and Afiniti's Enterprise Behavioral Pairing solution. It leverages external data sources and customer preferences, including purchase history, income, and other demographic information, as well as internal data, enabling Aspect's Unified IP to find the agent-customer match that optimizes sales outcomes and service resolution.

"By applying intelligence and algorithms to discover, predict, and affect patterns of interpersonal behavior, Afiniti provides a holistic view of individual customers and agents," said Michel Portenier, executive vice president of partnerships at Afiniti, in a statement. "Pairing people using AI is transforming the profitability of our clients today, and we're excited to introduce these same benefits to Aspect's Unified IP customers."

The core Afiniti Routing integration does the following:

  • Provides outcome-based routing for both inbound and outbound Unified IP workflow scenarios;
  • Includes Afiniti service reporting on interaction outcomes aligned to pre-defined business metrics;
  • Tracks and reports dialing results in accordance with Telephone Consumer Protection Act regulations and mandates for predictive dialing agent connect time;
  • Leverages investments in existing Unified IP and Advanced List Management customer engagement capabilities; and
  • Supports outreach strategies that combine campaign list-based dialing with per-call optimization.

"For over 40 years, Aspect has worked with enterprises to create optimal customer experiences as well as to improve their business outcomes," said Kelly Burke, senior director of product management at Aspect, in a statement. "The Afiniti Routing integration brings together Aspect's core contact center expertise to improve the outcome of sales and service interactions before they even begin. We're delighted that we can offer this capability to both new and existing Unified IP customers."