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Afiniti Integration with Amazon Connect

Afiniti Integration with Amazon Connect

Our integration with Amazon Connect enables clients to deploy Afiniti on the AWS Cloud

Deployment Duration

MINUTES

AWS Skills

CERTIFIED

APN Technology Partner

SELECT TIER

Afiniti and AWS

Afiniti is working with Amazon Web Services (AWS) to optimize customer interactions within the contact center. Afiniti is officially integrated with Amazon Connect and has earned Select Tier Technology Partner status in the AWS Partner Network (APN).

Amazon Connect

Amazon Connect is an omnichannel cloud contact center that provides a seamless experience across voice and chat for customers and agents. Businesses using Amazon Connect can set up a highly scalable contact center in minutes, and can expect to see simplified operations, improved agent efficiency, and lowered costs.

By adding Afiniti’s behavioral pairing technology to their Amazon Connect platform, businesses benefit from optimized business outcomes. When a customer contacts a company that uses Amazon Connect and Afiniti, the customer is instantly paired with the agent most likely to result in a positive experience. Afiniti is able to create these optimal pairs by analyzing behavioral data using AI and machine learning techniques, ultimately driving transformative and precisely measurable increases in customer satisfaction and revenue.

Afiniti has generated billions in economic and customer lifetime value across industries from cable TV to insurance to telecommunications. Clients most commonly rely on Afiniti to drive gains in revenue, collections, and retention. As part of a pay-for-performance business model, clients only pay a share of the value that Afiniti has proven to generate.

Available on the AWS Marketplace, Afiniti can be easily deployed on Amazon Connect within minutes by using AWS CloudFormation templates.

Amazon Connect Integration Architecture

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AWS: Afiniti Integration with Amazon Connect

Afiniti can be deployed on Amazon Connect in minutes to optimize customer interactions in the cloud contact center environment

Deployment on AWS

Afiniti has proven deployments on AWS cloud. In these instances, Afiniti is deployed in a Virtual Private Cloud (VPC) in the same AWS region as client telephony and data.

One such example is energy and utilities company Enel, which successfully deployed Afiniti on AWS. Close collaboration between all stakeholders has yielded exception results, with Enel seeing even greater conversion rates than anticipated in a short matter of time. Initial results showed a 6% gain in service to sales and 4% gain in telesales.

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