Headline about partnership include AI

Afiniti and AT&T’s relationship dates back to 2013, when Afiniti first launched a pilot in DirecTV’s retention queue. After expanding across additional sites, Afiniti became intertwined with AT&T when the latter purchased DirecTV in 2015. Afiniti continued optimizing DirecTV’s retention queue and added their “sales to service” queue in 2016.

Following a successful broadband Wireline sales pilot, the first AT&T-specific queue went live in 2019. This quickly expanded across Wireline to include retention, mobility, and ISM, and meant that 25,000 agents were now being connected to customers they were most likely to have a rapport with.

Afiniti and AT&T’s relationship dates back to 2013, when Afiniti first launched a pilot in DirecTV’s retention queue. After expanding across additional sites, Afiniti became intertwined with AT&T when the latter purchased DirecTV in 2015. Afiniti continued optimizing DirecTV’s retention queue and added their “sales to service” queue in 2016.

AT&T and Afiniti’s successful partnership is built on Afiniti’s tight integration with AT&T’s data and systems. Over twenty-four different telephony, outcome, contextual, and agent data feeds fuel our AI engine and integrations, allowing us to pair customers with employees with the utmost accuracy.